The document contains the resume of Mohamed Magdy Fathy. It details his contact information, qualifications including his education at El-Shrouk Academy Cairo from 2006-2010 and various training programs. It also outlines his career history including roles as a customer service team leader, CRM customer satisfaction supervisor, call center trainer, customer satisfaction specialist, call center agent, and outdoor sales marketing role. For each role, it provides the purpose and key responsibilities.

1. Mohamed Magdy Fathy
Address: Nasr City, 122th El-Fath Building end Abbas El Akkad
Street, Cairo
MOBIL PHONE: +2 0111 677 6654
E-MAIL: mfathy_01@yahoo.com
The customer service team leader position is responsible for providing quality and
efficient customer service to customers through the daily management of a team of
employees to include hiring, motivating, recognizing and rewarding, coaching,
counseling, training, and problem solving. Additionally, the position is responsible for
assisting the manager with development, analyses and implementation of staffing,
training, telemarketing, and scheduling and reward/recognition programs.
Essential Qualifications:
El-Shrouk Academy Cairo, Egypt 2006-2010
Faculty of Information System Dep.
Grade: Good
Additional Qualifications:
 Leader’s development program, by Elaraby Group, 2012.
 Journey (How to lead yourself), by Elaraby Group, 2012.
 Journey (How to lead other), by Elaraby Group, 2012.
 Microsoft Office, by Elaraby Group, 2013.
 Performance Appraisal, by Job Master, 2013.
 Telephone Doctor Customer Service, by Elaraby Group, 2014.
 Certified COPC with Elaraby Group, 2014.
 CISCO Integration, by Microsoft, 2015.
 Date and of Birth: 28/10/1989
 Place of Birth: Cairo
 Marital Status: Married.
 Military Status: Exempted.
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Personal Data
Objectives
Qualifications

2. Mohamed Magdy Fathy
 Computer Skills:
o Excellent knowledge of Microsoft Office (Word, Excel, Access and Power point) and
Internet & all Window.
o Very Good Knowledge of Microsoft SQL Server.
o Very Good Knowledge of Microsoft ASP.Net.
 Language Skills:
o Native language Arabic.
o Very Good command of both written and spoken English.
 Personal Skills:
o Objective person and know what I want and how to get it as I had a plan to be a
team leader and within 6 month I got the position.
o Persuasive person and it shows in my work environment as I could persuade my
team to work overtime in the needed times, persuading them with the
management plans and how to achieve it.
o Practical person and it shows in the trainings and work area.
o Leadership skills and leading others as I’m managing a team consists of many
persons and can put plans for all of them with the ability of achieve their plan while
we are achieving our main plan.
o Effective leadership and decision-making skills.
o Excellent on Public Relation Building.
o Team building and relationship skills, ability to collaborate with others for business
results.
o Certified of COPC in the Elaraby Group (Sep-2014).
El Araby Group, Jul-2015 till Now
 Role: CRM – Customer Satisfaction Senior Supervisor (Survey & Follow-
up)
 Purpose of Role:
 Opinion surveys create models and team development skills to get an accurate recording
of the views of customers with a follow-up to the first results of the work and provide the
first performance reports with an explanation and analysis of the results clearly calls with
customers.
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Key Skills
Career History

3. Mohamed Magdy Fathy
 Create the appropriate opinion surveys to obtain customer mouthpiece of the extent of
dissatisfaction with the company's views accurately.
 Work measurements of customer satisfaction in order to:
- The quality of response and to provide the required service from the staff team-up
measure.
- What survey after visiting technicians to the customer.
- Survey of customer satisfaction for the company's products.
- Customer satisfaction survey on the company's website.
- Customer satisfaction survey for dealing with authorized service centers have company.
 Follow-up survey results first go to find out the weak points of the company and the
customer's perspective.
 Staff training to reach a high level of accuracy in the introduction of the survey data level.
 Develop team skills in order to get customer feedback and unclear and needs that can not
be expressed in a direct way.
 Evaluating the performance of the team work constantly to find out the poor performance
of the team members and work to develop it to achieve the requested KPI's (Key
Performance Indicators).
El Araby Group, Mar-2012 till June-2015
 Role: CRM – Customer Care Supervisor
 Purpose of Role:
 Supervising, guiding and motivating, team leaders are there to help colleagues work
together and ensure they’re delivering good customer service.
 Provides daily direction and communication to employees so that customer service calls
are answered in a timely, efficient and knowledgeable manner.
 Provides continual evaluation of processes and procedures. Responsible for suggesting
methods to improve area operations, efficiency and service to both internal and external
customers.
 Provides statistical and performance feedback and coaching on a regular basis to each
team member.
 Is available for employees who experience work and/or personal problems providing
appropriate coaching, counseling, direction and resolution.
 Shares continual responsibility for deciding how to manage the employees, ensuring calls
are handled efficiently and effectively.
 Assists the manager with daily operation of the call center to include the development,
analyses and implementation of staffing, training, telemarketing, scheduling and
reward/recognition programs.
 Ensures employees have appropriate training and other resources to perform their jobs.
 Monitor real-time Community Adherence Alerts.
 Monitor real-time agent work state reports
 Monitor and appraise the performance of fifteen call center agents to achieve the
requested KPI's (Key Performance Indicators).
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4. Mohamed Magdy Fathy
El Araby Group, June -2013 till November -2014
 Role: Call Center Trainer
 Purpose of Role:
 Proficient understanding of medical terminology, human anatomy, medical tests and
procedures, and health conditions.
 Ability to assess needs related to LTC claims practices, procedures, computer systems
and produce training programs and materials to target these needs.
 Leadership skills to effectively direct trainees and other Claims Department professionals
while in a training class environment and ability to properly evaluate comprehension and
application of subject material.
 This position requires initiative, motivation, creativity and ability to understand many
areas of expertise.
 The training area is one of constant change. This position must be able to react positively
to these developments and help lead the way forward to include new developments in
training targeted to both new and existing employees.
 Ability to communicate professionally with all levels of management.
 Excellent written and oral communication skills are necessary to produce and deliver
quality training programs.
El Araby Group, May-2012 till March-2013
 Role: CRM – Customer Satisfaction Specialist (Survey)
 Purpose of Role:
 Joined El-Araby group CRM as a customer satisfaction survey.
 Outbound survey (contact customers via phone for customer satisfaction survey).
 Receiving customer suggestion and connected to management to work with them and try
to implement.
El Araby Group, Oct-2010 till May-2010
 Role: CRM – Call Center Agent
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5. Mohamed Magdy Fathy
 Purpose of Role:
 Answering phone questions and working as part of a team to solve problems that
customers had.
 Directing customers to places where they could find answers to related questions and
helping provide good customer satisfaction.
 Resolves problems by clarifying issues; researching and exploring answers and alternative
solutions; implementing solutions; escalating unresolved problems.
 Fulfills requests by clarifying desired information; completing transactions; forwarding
requests.
 Working as part of a team to ensure the Customer Services function offers World Class
Customer Service at all times.
 Provide internal and external customers with accurate and timely information.
 Express free thought and empowerment through the improvements of process and
procedure.
 Maintains call center database by entering information.
AFAQ Advertising, June-2010 till Oct-2010
 Role: Outdoor Sales Marketing.
 Purpose of Role:
 Prepare and deliver sales proposals/presentations and follow up with key decision
makers.
 Utilize the company’s Growth Management System (GMS Board) on a daily basis,
scheduling and documenting activities, and developing prospective customer profiles.
 Complete required Customer Service Agreements (unaltered), reports and other
paperwork in a timely manner and in accordance with Company policy.
 Develop and maintain an awareness of market behavior and competitive trends and
respond accordingly.
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6. Mohamed Magdy Fathy
 Purpose of Role:
 Answering phone questions and working as part of a team to solve problems that
customers had.
 Directing customers to places where they could find answers to related questions and
helping provide good customer satisfaction.
 Resolves problems by clarifying issues; researching and exploring answers and alternative
solutions; implementing solutions; escalating unresolved problems.
 Fulfills requests by clarifying desired information; completing transactions; forwarding
requests.
 Working as part of a team to ensure the Customer Services function offers World Class
Customer Service at all times.
 Provide internal and external customers with accurate and timely information.
 Express free thought and empowerment through the improvements of process and
procedure.
 Maintains call center database by entering information.
AFAQ Advertising, June-2010 till Oct-2010
 Role: Outdoor Sales Marketing.
 Purpose of Role:
 Prepare and deliver sales proposals/presentations and follow up with key decision
makers.
 Utilize the company’s Growth Management System (GMS Board) on a daily basis,
scheduling and documenting activities, and developing prospective customer profiles.
 Complete required Customer Service Agreements (unaltered), reports and other
paperwork in a timely manner and in accordance with Company policy.
 Develop and maintain an awareness of market behavior and competitive trends and
respond accordingly.
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