1. Shaimaa A. Moussa
2990 Richmond Ave, STE#110,
Houston, TX 77098
P: (281) 779- 9363
E: smoussa@umsac.com
Profile & Project Experience
Escalation Customer service Manager specialist with 4+ years of experience, seeking a
challenging career opportunity in a well-established firm where my professional
background and skills can be best utilized and enhanced, in addition. Developing my-
inter-personal relationships and to accomplish my Aims and goals
Professional Experience
CAREER RELATED EXPERIENCE
Worked in Universal “UMSAC” in Houston TX from April/01/2016
Operation Manager:
 Planning and controlling change.
 Managing quality assurance programmers.
 Researching new technologies and alternative methods of efficiency.
 Setting and reviewing budgets and managing cost.
 Overseeing inventory, distribution of goods and facility layout.
 Improve the operational systems, processes and policies in support of organizations mission --
specifically, support better management reporting, information flow and management, business
process and organizational planning.
 Manage and increase the effectiveness and efficiency of Support Services (HR, IT and Finance),
through improvements to each function as well as coordination and communication between
support and business functions.
 Play a significant role in long-term planning, including an initiative geared toward operational
excellence.
 Oversee overall financial management, planning, systems and controls.
 Management of agency budget in coordination with the Executive Director.
 Development of individual program budgets
 Invoicing to funding sources, including calculation of completed units of service.
 Payroll management, including tabulation of accrued employee benefits.

2.  Disbursement of checks for agency expenses.
 Organization of fiscal documents.
 Regular meetings with Executive Director around fiscal planning.
 Supervise and coach office manager on a weekly basis.
Training in Houston Oculoplastics in Houston TX USA: from Feb/16/2013 until
April/01/2016
Office Manager Assistance:
 Handling the Escalated issues in the office
 Responsible on the following and issuing the Billing.
 Responsible on the following and issuing the Coding.
 Responsible on the following and issuing for scheduling and coordinating international
patients.
 Responsible on the following and issuing the office supplies and Inventory every month.
 Responsible on Managing the salaries and the Tax
 Responsible on the following and issuing the Travelling for the Doctor and the staff in the
Conferences and the urgent matters.
 Responsible on the following and issuing on the translations and to be sure that the
translators are available with the patients.
 To be sure that all the Authorizations were done and approved before the surgeries.
 To check every day that the schedule is correct and no issue in it.
Cisco-Xceed : '' 1/1/2009 –31/12/2013”
Escalation Senior CSR Manager: (Cisco Systems Front office/ Back office).
 The Focal Point for the Front office for the Post ship issues, Returns and logistics issues
in Cisco Systems.
 Handling the Escalated Order Management Cases (change and cancellations, products
configurations and manufacturing issues,).
 Handling the Escalated Booking (Booking and discounts validations for orders)
 Handling the Customer’s problems and complaints through phone (outbound) or by
Emails.
 Quality co-coordinator.
 Floor assistance & team management.
 Trainer for new hires.
 Working as a Technical Lead (for trouble shooting and IT issues for Cisco tools, also
briefing the team for Cisco new products & processes).

3.  Working as customer experience lead (for providing high quality of customer satisfaction
and analyzing customer feedback).
 Working on Cisco product building & configuration via oracle system (routers, switches &
wireless Lan products).
Accountant Trainee, El-Ahly Bank, Cairo – Egypt from July 1999 – September 1999
Data Entry in the Book Records.
ReceivedClient’s Check.
Worked in the Archive
Responsible for issuing Client's financial Statements.
Accountant Trainee, El-Nile Bank, Cairo – Egypt from July 2000 – September 2000
Data Entry in the Book Records.
ReceivedClient’s Check.
Worked in the Archive
Responsible for issuing Client's financial Statements.
Accountant Trainee, Masr Bank, Cairo – Egypt from July 2002 – September 2002
Data Entry in the Book Records.
ReceivedClient’s Check.
Worked in the Archive
Responsible for issuing Client's financial Statements.
Teacher, Zossar Language School– Cairo from September 2006 – January 2007
Worked as a Part-time Teacher.
Teacher, El Nozha Language School– Cairo from January 2007 – November 2007
Worked as a Part-time Teacher
Education and Professional Development
Bachelor of Commerce & Business Administration, Helwan University, Egypt, Sept.
2006
Major: Accountant
Grade: good
Related courses
Customer Relationship Management 101 February 2014
Fundamentals of Business Management January 2014
Customer Relationship Management 101 September 2013

4. Call Center Management 101 July 2013
Anger Management 101 June 2013
Introduction to Medical Billing July 2013
Introduction to Medical Coding July 2013
Oracle University Training Courses from April 2008- July 2008
Oracle Data Modeling
Oracle Relational Database Design.
Oracle 10g Forms Developer Certified Professional (OCP).
Oracle database 10g: Introduction to SQL.
Oracle database 10g: Program with PL/SQL.
Oracle forms developer 10g: Build Internet Applications.
Oracle reports developer 10g: Build reports.
Oracle University Training Courses from August 2008- September 2008
Oracle database 10g: Performance tuning.
Oracle database 10g: managing oracle on Linux.
Oracle database 10g: Program with Advanced PL/SQL
Background Summary
Personal Soft Skills
 Communication Skills
Culture and Diversity
 Presentation Skills
 Technical Business writing
 Teamwork
 Problem solving & Decisions Making
 Customer Service
 Basic Sales & Marketing Skills
 Good listener & speaker.
 Ability to work under pressure.
 Ability to learn new tasks quickly.
 Ability to deal with all levels of management.
 Self-motivated, flexible, & punctual.
 Helpful, friendly, accepts criticism.

Computer Skills
Excellent command of Microsoft Windows and Windows NT
Good Knowledge of Microsoft Packages (Word, Excel, Power Point and Microsoft project)
Good Knowledge of researching on the Internet

5. Data Modeling & Relational Database Design.
SQL language.
Programming with PL/SQL language and Advanced PL/SQL.
Building internet Applications and reports using oracle developer suit 10g.
Administrating Oracle Database 10g on both Windows and Linux.
 Performance tuning of Oracle Database 10g.
Language Skills
Excellent command in Spoken and written English
Native in Spoken and written Arabic
 General Business English (Macmillan)
 Conversation & Effective Business Writing Skills
Basic Command in French
Database Management
HIPAA Trained
Activities and Interests
Participant, in the 10th International Student Leadership Conference (ISLC) 2005-2006,
(Global summer conference)
Contributed in business workshop (Money Talks) which demonstrates the relation between
marketing and management basics to leader behavior in the business field.
Traveling for other countries.
 Egyptian American Society (EAS).
Updated in the Diversity
Amaanah Refugee Services.
Donald Macdonald House.
MD Anderson.