1. HADY MOHSEN FATOUH
PHONE : 012 /77775878 - EMAIL : hmohsen@aaib.com
Address : ahmed oraby – mohandsen - cairo
Personalinformation
 Date of Birth : 19/01/1988
 Nationality : Egyptian
 Religion : Muslim
 Marital Status : married
 Military Status : Exempted
Education
 2002 Middle school certificate from gezira language school
 2005 General Secondary Certificate from orman Language School
 2009 Graduated from faculty of law Cairo University Grade (good)
 2014 postgraduate diploma Certificate in private law helwan University Grade (good)
 2016 Currently studying masterin economics and finance Cairo University
 2016 Currently studying faculty of commerce – Cairo University ( first year )
Courses
 2008 comp word access AUC
 2008 ICDL at the AUC
 2012 English course at the AUC from level 17 to 20.
 2013 Credit Introduction at EGYPTION BANKING INSTITUTE
Training Experience
 2006 Training in Opera Company ( Import & Export food& beverage) Sales Department
 2007 Training in Grand Hyatt Hotel (Front office Department)
 2008 Training in Arab African International bank (Operation department)
 2006-2009 Training in the Office of Professor Samy El-sharkawy (lawyer)

2. Work Experience
 ( Arab African International Bank) (Retail Recovery Officer ) from Jun 2012 till now
- Tasks and assignments
 Organizing delinquent clientsallocationto collectionagencies based on agencies collectionmanagerial
performance
 Visit, monitoring and follow-up collectioncompanies through performance and achievement level of dealing
with administrative
 Negotiate with troubled customers including referrals for legal managements
 Communication diverse branches of the bank in what is happening with these customers requests and
complaints
 Do financial analysisfor customer account's and introduce the results to the chairman of the board of
management
 Do visas conversion of client's money
 (Arab African International Bank) (Backup team leader) Jan 2012 to Jun 2012
- Tasks and assignments
 Managing a team of customer service agent's professional service to the public and a high quality front line
service
 Handling the workload ,allocating teammember to optimize service provision and administrative support
across the hours of the operationof the recovery call center
 Monitoring the changing needs of the service ,liaising with internal and external customers to identify areas
for improvement and make recommendations for service improvement and implementing those improvements
to the satisfaction of internal and external customers
 Preparing the team performance reports then reporting them to the recovery call center head
 Delivering awareness sessions and refreshment sessions to the new comers and the recovery call center agents
to ensure the service quality
 Supporting the manger in the development and implementationof technology and systems to ensure the most
effective usage of new technology and opportunities
 Collectionthe delayed installment on credit card and loans
 (Call center senior) (retail banking recovery) Feb. 2011 to Jan 2012
- Tasks and assignments:
 Working as a(recovery call center senior)in the retail recovery department in order to follow-up the delayed
clients by phone for all retail products
 Handling working days, weekends supervisory as a shift supervisor (controlling, monitoring and handling
escalationcalls)
 Handling the floor through answering the inquires asked by the agents during the shift
 Handling the tasks and the email delegated from the team leader and taking the necessary actionto solve the
urgent cases and feedback
 (Arab African International Bank) Call center agent jul 2010 to feb 2011
- Tasks and assignments
 Answering all customer's inquiries about all bank's products completely and accurately
 Handling client's complainsuntil reaching the satisfaction of the client
 Participate in many surveys concerning bank's performance
 Use customer service skillsto optimize the opportunity of each customer contact
 Enter customer date and other relevant information into the call center database as required
 Capable of selling the customer products through the phone (if applicable)
 Participate in individual and team training –meetings in order to ensure that knowledge is up to date
 Contacting all AAIB branches and departments as (recovery , operations and acquiring) through faxes ,mails
and memos for solving technical problems
 Using the bank's software and systems as AS400,AAIB web and MSCC'S to answer clients inquiries and
needs concerning their cards (either debit cards or credit cards) such as:
 ATM cards, VISA cards ,and Master cards activation
 Pin reset
 Card closure
 Balance inquiry
 Manual authorization for Parma cards
 Adhere to the work schedule as planned
 Suggest to the call center processes using Raya contact center quality managements system guidelines
 Alert the supervisor of issues and concerns that require escalationfor complete resolution

3.  Instructor at Center for University Education (2011) till now
- Tasks and assignments :
 Instructor for four years of faculty of law :
 Civil law
 Criminal law
 Islamic law
 Economy
 Public finances
 Commercial law
Skills
* Language skills:
 Arabic is the mother tongue
 Very good in the both verbal and written English
*Computer skills:
 Proficient in using windows 98 and XP
 Proficient in using Microsoft office 97 and XP
 Internet skillsuse
 Typing fast English and Arabic
* Personal skills:
 Good analytical and problemsolving skills
 Good research skills
 Ability to work well under pressure
 Ability to learn new tasks quickly
 Understand and respects local cultural ,able to adapt to changing environment
Hobbies
 Reading
 Travelling
 Playing football
 Listening to music