MONA MAHMOUD AHMED

53 El Sadik st, Hadaek Al Qobba Cairo, Egypt Telephone: (202) 26028017 Mobile: (201) 146493657 E-mail: mona_mahmoud-arch@hotmail.com
OBJECTIVE

Seeking a challenging position in the field of Human Resources and Administration at a progressive organization in which I can fully demonstrate and enrich my skills, abilities and experience that was gained through numerous exposures to different areas in Business Enterprises
EDUCATION

2002-2006 Ain Shams University Faculty of Arts, Dept. of Archeology. Grade: Good.
SKILLS

Cairo, Egypt

Computer Skills: Excellent knowledge of Windows and internet. Very good knowledge of PowerPoint. Very Good knowledge of MS Word. Very Good knowledge of MS Excel. Excellent knowledge of MS Office. Language Skills: Native language Arabic Very Good command of both written and spoken English Fair command of both written and spoken Italian. Soft Skills: Active, creative and full of enthusiasm. Ability to work under stress. Analytical approach to problem solving. Excellent negotiation skills. Highly organized and Task Oriented. Knowledge of Customer Relationship Management systems and processes Knowledge of implementing business processes Ability to solve complex issues as well as supply technically viable alternatives An understanding of application design from a user experience viewpoint Confident and professional manner when dealing with suppliers/customers Excellent communication skill Ability to work as part of a team on individually Methodical, detail oriented, efficient, organized, self-starter, highly productive

TRAINING AND COURSE

April2010 July 2010 Successfully finalized Human Resources Professional (PHR) certification provided by HR Certification Institute (HRCI) Virginia US. Diploma included

Workforce Planning and Employment Strategic Management Human Resource Development Total Rewards Employee and Labor Relations Risk Management Successfully finished Graduate Resource Program ( GRP) in Customer Service and Human Resource track provided by Dale Carnegie Training (DCT) and Westwood for Training and HR Development (WTHD)

May 6-June 7, 2007

Course included

World Class Customer Service and Proposal Writing Negotiation and Complaints CRM System (ACT Program) Communication Skills and Code of Ethics

Jan 20-Apr 26, 2007 Training included

Basic Business Skills Acquisition (BBSA) Sponsored by the Future Generation Foundation (FGF) Developed Language and Computer skills Enhanced presentation & project development skills Acquired basic business skills including: marketing, sales, banking, accounting, business correspondence and report writing.

WORK EXPERIENCE

Jun, 2007-to present

Xceed Contact Center URL: www.xceedcc.com Team Leader contact Center ( Mobinil Account )

Sep 2010 Till Present Job Description

Prepare meeting agendas

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Facilitate team meetings using appropriate brainstorming, problem solving, decision making, and project planning techniques Manage meetings according to the teams agreed upon guidelines Delegate team tasks as needed (e.g. recording, gathering information, etc.) Facilitate ongoing self-evaluation of the teams effectiveness Manage team conflicts so that problems are resolved constructively Ensure that plans are entered into the standardized format and updated at least monthly Report progress to County leadership

Feb. 2010 Aug2010

BackOffice Agent

Job Description :
Providing support services to users or staff within a business environment Collecting and analyzing business requirements Assisting in developing and providing training on internal systems Hadling Administrative and secretarial duties

Aug 2008 Feb. 2010

Outbound Call Center Agent

Job Description :
Contact businesses or private individuals by phone Deliver prepared sales scripts to persuade potential customers to purchase a product or service or make a donation Describe products and services respond to questions Obtain customer information Obtain possible customer leads Data entry and maintenance of customer/potential customer data bases Follow up on initial contacts Maintain records of telephonic interactions, orders and accounts

Jun 2007 Aug. 2008

Inbound Call Center Agent

Job Description:
Provided information to customer and facilitated the resolution of customer's
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Complaints and queries, Established and managed customer's account. Supervised temporary employees engaged in customer service Assisted the management in performing numerous of tasks in more than one department such as data entry, presentations, schedules and conducting and coordinating for involved interviews. Developed meeting agenda and prepared meeting information package. Liaised with local organizations regarding academic and professional activities Delegated and prioritized workflow and supervise lower and higher reports Ensured customer requests are handled professionally and efficiently to maintain the level of customer satisfaction Ensured service and quality complaints are dealt with in a timely and consistent manner to customers expectations while balancing needs of the company Ensured accuracy in the customer database so that all departments can use it confidently to improve the value of service offered to our customers

INTERESTS

Listening to music, reading, volleyball, and fashion.

PERSONAL INFORMATION

Date of Birth: 26/08/1985 Marital Status: Single