1. 1
Mohamed Nabil Mohamed
Address: 77 Ebad El-Rahman Compounds, Ring Road
, Maadi, Cairo, Egypt
E-mail: mo.nabil1988@gmail.com
Cell Phone: (+2) 0101 398 888 9
Objective:
Join a team in a rapidly growing company where I would be challenged and given the
opportunity to prove and improve my skills, produce to the benefit of the company thus,
gaining importance and developing my career within that company.
Professionalexperience:
 From November till present: TNT Company
“Front Line Rep.”
 Inbound transactions
To differentiate TNT’s service offering by providing customers with friendly and
professional multi-channel communication during every inbound transaction and enquiry
and to provide the customers with accurate information based in their needs.
 Outbound transactions
To deal with booking exceptions (ad hoc, cross location bookings, dangerous goods,
debtor status, awkward freight) in a productive and high quality manner
 Complaint Handling
 Identifies when a customer is making a complaint and follows the agreed global
complaint handling process
 Wherever possible aims to resolve the complaint during the first contact with the
customer
 when passing the complaint to an appropriate owner ensures accurate and full details
are recorded in the correct system
 Ensures the customer is aware of who will contact them and when and of what the next
steps will be
 if requested passes the caller directly to the appropriate complaint owner for action
 Revenue Generation & Retention
To identify and act on selling opportunities to retain or generate revenue, whilst providing
suitable solutions to customers’ requirements
 Administration
To ensure transactional information and system entries are completed in an accurate,
complete and timely manner.

2. 2
 From November 2014 - November 2015: Vodafone Internet Customer
Care
“Technical Support Rep.”
 Act as a first line of support to all VF Egypt internet users’ inquiries (technical / billing).
 Provides relevant and accurate information (Services, Products & Policies)
 Follow up with second line of support to make sure that all escalated problems will be
solved in the appropriate time
 Provide customer with appropriate options/right suggestion.
 Respond and solve all Vodafone Egypt internet customer inquiries regarding all internet
Service and provide an end-to-end ownership to these inquiries till closure.
 Coordinate with customers to assist them with any questions or issues arising from their
use of Vodafone’s internet Service and relative hardware.
 Take the ownership of escalated service requests through problem resolution for the
benefit of Vodafone’s internet customers.
 Ensure elimination of wrong transactions that leads to financial negative impact.
 Own all customer inquiries regarding internet till closure and post resolution call to ensure
customer satisfaction and close case.
 Handle escalated calls from either the call center or directly from the customers to an
outcome of maximum customer satisfaction.
 Conduct outbound calls to customer problems received from call center / corporate agents
to ensure solving the customer problem according to the Service Level Agreements.
 From June 2013 - November 2014: OT VENTURES
“HR Coordinator” (Recruitment)
One of the responsibilities of the HR recruiter is to seek out professionals with the right
combination of experience, education and skills to fill a particular position. Employers
typically depend on HR recruiters to attract employees who fit a job description and have
the potential to become valuable additions to the company. To achieve this objective, HR
recruiters typically work with hiring managers to develop recruiting plans and write job
descriptions. Then, they publicize openings by posting them in appropriate outlets and work
toward developing a pool of qualified individuals.
HR professionals can identify recruiting opportunities by researching new sources for
talent, cultivating relationships with industry professionals and networking with college
placement officers and staffing company personnel. HR recruiters often represent an
employer at public events, such as job fairs and community job outreach programs.
Additional HR recruiter duties are aligning the hiring process, beginning with screening
applicants and interviewing potential hires, followed by making recommendations, writing
offer letters, conducting reference checks and negotiating contracts.

3. 3
 From March 2013 – June 2013: Tropex Cargo Services (Training)
“Import & Export Coordinator”
 Responsible for handling all ocean export shipments from Egypt’s ports up to any
destination.
 Responsible for handling all import shipments from any station up to Egypt’s ports.
 From December 2010 – February 2013: TE Data (Call center agent)
“Technical Support”
The job holder is responsible of creating technical tickets for customer’s problems and handling
orders, rapidly responding to the customer and assisting the customer with installation and basic
questions. He/she is also responsible of providing the customer with knowledge about ADSL
service, escalating issues to second level support, following customer problems and achieving
customer satisfaction, increasing businesses diversify and products, and having the ability to
receive and handling the complaints and providing technical support to the customers.
“Account Management (Sales) Rep.”
Account management specialists are responsible for handling calls from new and existing
customers regarding a variety of requests. Using their knowledge of products or services as well
as great customer service skills, these professionals address issues, provide support and offer
information, as needed, to keep customers satisfied and retain business.
When customers want to buy a product or service, these are the people who answer the call.
Success requires an intimate knowledge of the products or services being sold, great
communication skills and sales experience. The ability to cross-sell products is also essential.
Demonstrated success in sales and customer service is required.
Education:
 November 2009 Helwan University Cairo, Egypt
Bachelor from Faculty of Laws Grade: Fair
Courses and Certificates:
 01. 2016 Export Controls III
 11. 2014 MCIT.
 06. 2011 Raya TTT or TOT (Train the Trainers).
 11. 2010 Raya Communication and Soft skills.
 11. 2009 Five Levels English course in Berlitz.

4. 4
Skills:
Language Skills:
 Arabic: Mother tongue
 English: Fluent
Computer Skills:
 Excellent knowledge of Windows, Internet and Network.
 Excellent knowledge of Ms Word, Ms Excel, Ms Access, Ms Outlook, Hardware
and computer maintenance.
 Windows 2003, 2008 server administration.
 Windows Domain and ISA Firewall Administration.
 Network Administration.
Personal Skills:
 Hard Worker
 Extremely motivated
 Sales & listening skills
 Business & Negotiation skills
 High able to work under pressure
 Decision maker
 Outstanding communication
 Dynamic and ambitious
Personal information:
 Date of birth : 25 - 3 - 1988
 Nationality : Egyptian
 Marital status: Married
 Military status: Exempted