1. AMIR MOURAD ABDL- SHAHID
• 21- PROJECT 25 ST., MUSTAFA EL NAHHAS, NASR CITY, CAIRO
• +2 02 24727243 • +2012 08511761
• Amirmari12@yahoo.com
SUMMARY OF QUALIFICATIONS
• A highly organized and detail-oriented.
• Able to work for long hours and under pressure.
• Ability to work individually & as an effective team member.
• Strong ability to work with International customers.
• Accomplishes business development activities by researching and developing marketing opportunities and plans; implementing sales plans; managing staff.
• Conducts market research and reports.
• Dedicated and focused; able to prioritize and complete multiple tasks and follow through to achieve goals.
• Professional communication & customer service skills.
• Computer skills include: Microsoft office 2007 & Very good Internet knowledge.
PROFESSIONAL EXPERIENCE
RAYA CALL CENTER TECHNICAL SUPPORT
JUNE 2010 – TO DATE
RAYA CORPORATION
26th of July St. ،6th OF OCTOBER ،Giza
Phone: +202 38276000
www.rayacorp.com
• Provide accurate, efficient & quality services that exceed customers' expectations.
• Adhere to escalation a procedure of handling customer complains at all times.
• Maintain a high degree of responsibility towards customer confidentiality.
• To handle warranty & out of warranty customers through informing them with their rights & duties.
• Utilizes customer support tools to resolve customer issues.
• To achieve customer issue resolution, interacts collaboratively with leaders and functional areas at the corporate, region, and division levels.
• Exercises strong follow-up and case management skills to ensure that any issue is being addressed in a timely manner and resolved.

2. CUSTOMER CARE MANAGER
FROM 2000 TO 2009
MONDADORI AND FABBRI EDITORI
Mondodori Direct S.p.A. - Club degli Editori Servizio Soci - Casella Postale 100 - 25126 – Brescia, Italia
WWW.CLUBDEGLIEDITORI.COM
• Responsible for the marketing of company products and services;
• Achieves marketing and sales operational objectives;
• Providing help and advice to customers using your organization’s products or services;
• Communicating courteously with customers by telephone, email, letter and face to face;
• investigating and solving customers' problems, which may be complex or long- standing problems that have been passed on by customer service assistants;
• handling customer complaints or any major incidents;
• Analyzing statistics or other data to determine the level of customer service your organization is providing;
EDUCATION
MECHANICAL DIPLOMA – ITALIAN DON BOSCO
GENERAL GRADE: V. GOOD.
LANGUAGES
MOTHER TONGUE: ITALIAN
OTHER LANGUAGES: ENGLISH ARABIC
• VERBAL SKILLS Good Good
• WRITING SKILLS Good
• READING SKILLS GOOD
PERSONAL DATA:
• Nationality : Egyptian-Italian.
• Date of Birth : June 27, 1975.
• Marital Status : Married.
• Residence : Lived in Italy for 34 years & Lives in Egypt since 2009.
REFERENCES: Will be furnished upon request