1. Eslam Hassan Saad Ghobashy
Address: Giza, Egypt
Islam.ghobashy2014@gmail.com Home: +2 35832706
Cell: +2 01000774335
Career Objective
Seeking a management position whereby my expertise in human relations, Insurance and customer
satisfaction can be fully utilized. In addition, to obtain a position that will enable me to use my strong
organizational skills, educational background, and ability to work well with people.
Areas of Expertise
Customer Service Management
Complaint Handling & Resolution
Customer Satisfaction Enhancement
Front-End Supervision& Sales
Professional Experience
 SAWA Payment System __Cairo, Egypt March15 to present
Senior Operation Specialist
Training
 Provide High level training for sawa system.
 Provide detailed training for customers Department (finance , customer service, operation
and sales department)
 Testing full cycle from end-to-end with our customers including physical and electronics
mandates, billing file.
Mandate processing physical
 Receiving physical mandates from our customers and verify with the electronics version for
data verifications.
 Sorting, arrangement and filling physical mandates to groups according to each banks.
 Delivery the physical mandates to different banks by own messenger.
Electronics
 Classified and arrange the electronics mandates into banks group for sending to banks as a
patch.
Follow UP & Trouble shooting
 Follow up the full cycle end-to end for physical and electronic mandates status.
 Follow up with SAWA customers for any issues.
 Communicate and tracking the pending mandates with EBC (Egyptian Banks Company) and
all banks.
 Creating detailed reports about physical and electronic mandates including the rejection
reason, acceptance and editing.
 Creating usefully statistic for banks response time for each bank.
 Classify the mandates rejection reason to avoid or to be minimum.

2.  Frequently visits and meeting with customers for updating and improve our services.
 Contact Cars Trading — Cairo, Egypt Aug07 to March15
Vice president of collection and release Department
(Senior Customer Service & Insurance executive)
Foster an environment in which customers enjoy high levels of service and Build trust base relationship
with key accounts to ensure customer satisfaction.
 Confer with customers by telephone or in person in order to provide information about our services
 Customize insurance programs to suit individual customers, often covering a variety of risks.
 Complete contract forms, prepare change of address records, and issue service discontinuance orders,
using computers.
 Calculate premiums and establish payment method.
 Keep records of customer interactions and transactions, recording details of inquiries, complaints, and
comments, as well as actions taken.
 Determine charges for services requested, collect deposits or payments, and/or arrange for billing.
 Take photos for the cars to be sure of its case and start making the contract based on the status of the
car, year of production and its price in the market.
 Contact customers in order to respond to inquiries or to notify them of claim investigation results and
any planned adjustments.
 Review insurance policy terms in order to determine whether a particular loss is covered by insurance.
 Obtain and examine all relevant information in order to assess validity of complaints and to determine
possible causes
 Seek out new clients and develop clientele by networking to find new customers and generate lists of
prospective clients.
 Explain features, advantages and disadvantages of various policies to promote sale of insurance plans.
 Provide expertise and guidance to other customer service representatives through acting as a “Lead”.
 Keeping ahead of developments in customer service by reading relevant journals, going to meetings
and attending courses.
 Raya Contact Centre — Cairo, Egypt Sep 05 to Jun07
Customer Service Representative,
 Answer inbound calls as well as assist customers who have specific inquiries
 Build customer’s interest in the services and products offered by the company
 Provide personalized customer service of the highest level
 Update the existing databases with changes and the status of each customer/prospective customer
 Arrange for the dispatch of products, information packages, brochures etc. to clients and other
interested parties
 Follow up the calls of the client with clerical duties which includes faxing, filling up paperwork, doing
checks on credit references as well as liaising with other departments.
 Pharaohs cruising restaurants — Cairo, Egypt Sep.04 to Jun.05
Reservation Agent
 Giving answers to enquiries by clients and advising them accordingly regarding bookings and
reservations.

3.  Assisting customers who encounter problems in obtaining booking or operating self service equipment.
 Walking around with clients and ensuring that they secure whatever services they are in need of.
 Ensuring that clients have access to various services without a hitch.
 Getting information about areas of interest in order to target more.
Education and Courses
2004 Bachelor Degree of foreign trade from Institute for Advanced Technology
 Detailed Customer service, sales and telesales training in Raya Academy and Raya Contact
Canter.
 Customer Services Training & Certification from International Customer Service Association
(ICSA). Through the Customer's Eyes six distinct modules as following:
- Why Customer Service Matters
- What Customer Want
- Essential Customer Service Skills, Part I
- Essential Customer Service Skills, Part II
- Handling Complaints and Dealing with Angry People
- Customer Service as a Strategic Marketing Tool and Customer Service Teams.
Language and Computer Skills
 Fluent in spoken and written Arabic and English.
 Proficient user of MS Office applications, excellent knowledge of the Internet.
 Professional in use & install any application and more knowledge about hardware and
software.
Personal Profile
 Motivated, personable business professional with a successful working experience.
Talent for quickly mastering technology. Diplomatic and tactful with professionals and non-
professionals at all levels. Accustomed to handling sensitive, confidential records.
Demonstrated history of producing accurate, timely reports.
 Flexible and versatile – able to maintain a sense of humor under pressure. Poised and
competent with demonstrated ability to easily transcend cultural differences. Thrive in
deadline-driven environments. Excellent team-building skills.
References Furnished Upon Request