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R e h a m m o u s s a
1. Personal Skills
Team work player.
Organizing & hard worker.
Dedicated to given responsibilities.
Self- motivated, self –direction.
Joyful, calm and honest
Active & Ambitious.
Accurate in my work.
Computer skills
ICDL.
Networks.
Visual basic.
Web design by HTML.
Photoshop.
Languages skills
Arabic : Mother Tongue
English : Excellent
Spanish: Basic
C o u r s e s
HRP Diploma at IPA.2012-2013
Photoshop at FET. July, 2009
English at AUC. Jan, 2008
ICDL at Russian Culture Center
Aug, 2007
R e h a m M o u s s a
CAREER GOAL Obtain a position in a people-oriented organization
where I can effectively utilize my expertise in employee
relations, staff recruitment and use my strong
organizational skills, educational background and
ability to work well with people in a challenging
environment to achieve the corporate goals.
Customer Support
Analyst,
(Salesforce)
Mar, 2016 – Present.
STARZ Play Arabia
Analyze and summarize customer issues in order to prepare appropriate
solutions/clarifications to respond to customers.
Evaluate and prioritize customer inquiries to better serve the customers.
Deliver prompt and professional solutions for customer inquiries via phone,
email, online chat etc.
Maintain history records and related problem documentations for future
reference.
Maintain relationships with other internal departments as well as client base
to improve business performance.
Conduct training to customers and internal staffs on company products and
services.
Respond to customer inquiries by directing them to websites, FAQs,
appropriate personnel, etc when needed.
Address customers in a professional and respectful manner.
Take ownership of customer issues in order to follow-up on outstanding
requests and escalate issues when necessary.
Maintain up-to-date knowledge on customer business areas.
Maintain broad knowledge about company’s products and services.
EDUCATION
Human Resource Professional as Diploma in IPA. 2013
2004 – 2008 - Faculty Of Art - Cairo University
Documents, Libraries & Information Technology department.
Information Technology section.
CERTIFICATES
Bravo Best Seller (RTA). July & Aug, 2015
Best Quality Analyses Score (RTA). April, 2015
Microsoft Excel Data management. April, 2015
Human Resource Professional Diploma at IPA. Mar, 2013
Marketing as Training course in IPA. Oct, 2012
Business English as Training course in IPA. Mar, 2011
Selling Skills as Training course in IPA. Jun, 2010
Soft Skills as Training course in IPA. Jun, 2010
Training in Egyptian National Agricultural Library “ENAL” July, 2008
Training in Egyptian National Scientific & Technical Information
NETwork “ENSTINET”. Oct, 2007
+971562693785 13 March 1987
rehammoussa.eg@gmail.com Egyptian
UAE Visa: Family Sponsorship Dubai, UAE
2. Summary of Experience
Customer Support Analyst,
(Salesforce)
Mar, 2016 – Present.
STARZ Play Arabia
Analyze and summarize customer issues in order to prepare appropriate solutions/clarifications to
respond to customers.
Evaluate and prioritize customer inquiries to better serve the customers.
Deliver prompt and professional solutions for customer inquiries via phone, email, online chat etc.
Maintain history records and related problem documentations for future reference.
Maintain relationships with other internal departments as well as client base to improve business
performance.
Conduct training to customers and internal staffs on company products and services.
Respond to customer inquiries by directing them to websites, FAQs, appropriate personnel, etc when
needed.
Address customers in a professional and respectful manner.
Take ownership of customer issues in order to follow-up on outstanding requests and escalate issues
when necessary.
Maintain the internal and external customer databases.
Analyze customer issues so as to develop tools and processes to increase customer satisfaction.
Maintain up-to-date knowledge on customer business areas.
Maintain broad knowledge about company’s products and services.
Quality Analyst, (CRM)
Nov,2014 – Mar,2016
Roads & Transport Authority (RTA).
Monitor and Screens incoming “inbound”, outgoing “Outbound” calls, e-mails and chats to make sure
all the agents meeting the organization policies, procedures and quality standard.
Provides feedback to assist in the creation of performance improvement goals and the development of
training programs.
Implement and refine agent training and coaching initiatives to bridge skills gaps and improve
workforce.
Highlighting areas of risk in the business and Create a customized solution for the organization issues.
Coordinate with learning and development (L&D) department.
Typically reports to a manager.
Read and analyze incoming memos, submissions, and reports.
Recruiter & Admin Assistant
April, 2013 – June, 2013
Connex Assistance Middle East.
Administrate Staff recruitment and selection process including induction and orientations
Create and modify reports & documents using Microsoft Office apps.
Perform general clerical duties to include but not limited to mails: photocopying, faxing, mailing, and
filing.
Maintain hard copy and electronic filing system.
Setup and coordinate meetings and conferences.
Support staff in assigned project based work.
Organize staff training sessions, workshops and activities
Coordinate staff recruitment and selection process.
HR & Training System
Administrator
Feb, 2012 – April, 2013
Institute of Professional Accountants (IPA) Co.
Install, configure, and support an organization's IPA System
Creates and revises systems and procedures by analyzing operating practices
May supervise other network support and client server specialists and plan, coordinate, and
implement network security measures.
Social Media Administrator & E-
Marketing Executive
Sep, 2011 – April, 2013
Institute of Professional Accountants (IPA) Co.
Organizing and attending events such as conferences, seminars, receptions and exhibitions.
Conducting market research such as customer questionnaires and focus groups.
Contributing to, and developing, marketing plans and strategies.
Supporting the marketing manager and other colleagues.
Executive Secretary
Nov, 2010 – Aug, 2011
Institute of Professional Accountants (IPA) Co.
Read and analyze incoming memos, submissions, and reports
Administrate the work flow.
Receiving & preparing customers order.
Reporting store status to avoid facing shortage of any item.
Maintaining the relations with dealers & the credit facilities.
Training in Public Relation Department.
Faxes, Filling, Answering Phone & Weekly Reports.
3. Reference:
Available upon request.
Corporate Coordinator
Jun, 2010 – Nov,2010
Institute of Professional Accountants (IPA) Co.
An executive coordinator provides general support to a company's division or branch office or is
assigned to an executive as an administrative assistant.
Beyond basic office tasks such as typing, filing and communications, general support duties.
Arranging staff meetings that address strategic, conference or program development planning.
File all project documents (hard and soft copies).
Customer Service Representative
Sep, 2006 – Jun, 2010
Future Stationary & Office equipment Co.
Resolve customer complaints via phone, email, mail, or social media.
Use telephones to reach out to customers and verify account information.
Greet customers warmly and ascertain problem or reason for calling.
Answer questions about warranties or terms of sale.
Act as the company gatekeeper.
Suggest solutions when a product malfunctions.
Inform customer of deals and promotions.
Work with customer service manager to ensure proper customer service is being delivered.
Compile reports on overall customer satisfaction.