The document provides a resume for Diaa El-Din Adel Ramadan, including his contact information, educational background in public law from Cairo University, work experience in customer service and sales administration roles at various companies including LINKdotNET and Nestle, as well as his skills in languages, computers, sales, marketing, and administration.

1. Diaa El-Din Adel Ramadan
Date of birth: July 1 1984
Contact
Mobile +201117915999
Mobile +201150336688
E-mail: diaa_adel@hotmail.com
diaaeldin.ramadan@eg.nestle.com
Address
15 El Masjid El Ghamry st, Agouza.
Profile
Career Objective Seeking a respectable and challenging position, in Sales, Marketing or Administration
fields in or outside Egypt, whereby I can add value to the company’s goals and objectives,
utilizing my knowledge, skills, network, practical experience and high energy level.
Computer Skills
Excellent Knowledge of
Microsoft Win XP and Win7
Good Knowledge of
Microsoft Word.
Excellent Knowledge of
Microsoft Excel
Excellent Knowledge of
Internet & Professional
Troubleshooting and
Hardware Problems
solving Skills
Good Knowledge of
Microsoft PowerPoint.
Good Knowledge of
Microsoft Outlook.
Education & Courses
Faculty of Law, Public Law.
Cairo University, Grade: Good.
 SKILLS:
Computer Skills:
 Very Good Knowledge of MS Office and Internet.
Language Skills:
 Native language Arabic.
 Very Good command of both written and spoken English.
 Interpersonal skills: hard worker, problem solving skills, communication
skills, presentation skills and leadership skills.
Other Skills:
 Commitment to the development and implementation of proactive/preventati ve
measures.
 Excellent troubleshooting skills and decision making ability.
 Ability to work effectively alone and as part of team.
 Effective interpersonal and communication and organizational skills.
 Customer service orientation.
 Excellent monitoring and analytical skills.
 Ability to work efficiently under pressure.
 Courses:
Sept 06-Nov 06 Basic Business Skills Acquisition (BBSA) Cairo, Egypt
Sponsored by the Future Generation Foundation (FGF)
Training :

2.  Developed Language and Computer Skills
 Enhanced Presentation & Project Development Skills
 Acquired Basic Business Skills including: Marketing, Sales, Banking, Accounting,
Business Correspondence and Report Writing.
Jan 07-mar 07 Graduate Resource program (GRP) Sales Track Cairo,
Egypt
Sponsored by Dale Carnegie Training (DCT)
Training :
 Dale Carnegie Seminar (DCS) in Effective Communications and Human Relations
& Code of Ethics.
 Developed Sales and Marketing Skills (Sales advantage, writing for Results, How
to Cold Call and build new customers, How to Negotiate With Customers, How to
Turn Buying Objections into Selling opportunities)
Sponsored by WestwoodFor Training and HR Development.
December 2013 -
 Time & Stress Management Training at Nestlé.
 Basic Excel & Advanced Excel at Nestlé.
 Negations Skills at Nestlé
Work Experience
 LINKdotNET May 2007- Feb 2012
Customer Service Representative:
 Handling Incoming ADSL calls on hotline.
 Provide customers with product and service information.
 Identify, research, and resolve customer issues.
 Research billing issues or misapplied payments.
 Complete call logs and reports.
 Communicate effectively via email and over the phone with clients / internally.
 Recognize, document and alert the supervisor of trends in customer calls.
 Maintain the quality and Phone etiquette for the calls with the customers.
 Delivering the company image to the customers by meeting their expectation.
Senior Second Line Support Customer Service Representative:
 Handling Incoming ADSL calls on hotline transferred from first line support ,provide a solution to
the customers regarding of the technical problems in their ADSL service
 Discuss and explain the billing cycle and invoices amounts for the customers
 Performing outgoing calls to VIP customers and normal customers for troubleshooting technical
& financial problems and retention cases.
 Coaching and assisting the newly hired representatives during the observation period.
 Acting as a Team Leader (Handle escalated customers’ calls and performing operation issues
tasks as global problems detection / announcing and communicating with other concerned teams.

3.  Quality Assurance Department
Temporary Quality Assurance Agent:
 Responsible for the Quality monitoring within call center –DSL department.
 Performing the evaluation process consists of call recording & Quality sheet
evaluation.
 Sending daily reports regarding call center quality performance.
 Highlight any deviations from process.
 Assist in enhancing the overall Quality operation.
 Nestlé Egypt
Sales Administration Supervisor:
 Processing a high volume of product orders.
 Processing invoices for all sales transactions
 Checking prices and contracts are up to date.
 Reporting monthly sales results to the sales team.
 Supporting the sales force with general operations to help reach the team’s
objectives.
 Taking phone calls from customers.
 Communicating internally important feedback from customers.
 Processing staff timesheets.
 Dealing with and responding to high volumes of emails.
 Running daily, weekly, monthly and yearly reports using SAP system MS
Office.
 Ensure monthly target achievement category/region and work on action
plan with RSM's to close any foreseen gaps.
 Monitor distributor’s stock levels on regular basis through weekly stocks
coverage report in reference to company stocks level policy.
 Ensure proper allocation for limited supply products among different
regions.
 Follow up on the distributor’s payment on daily basis avoiding any over
dues.
 Monitor TTS Budget (Total Trade spend).
Trade Assets Optimization Supervisor- Nestlé Professional Beverages:
 Managing company trade assets movement, maintenance, warehouse
management and Tracking on daily basis to match system data.
 Plan for new Trade Assets Capex with different business units &
communicate to purchasing dept. and Trade Assets Custodian.
 Maintain and Improve Trade Assets efficiency.
 Establishing and achieving Updated trade assets contracts with all related
customers for future reference.
 Manage and monitor all day to day operations in the main workshop,
different sites and legal cases tracking.
 Manage the availability of spare parts in the sites technical stores through
the purchasing department.
 Manage Coffee Machines scraping process frequently according to Nestle
Guidelines and standards.
 Customer Service complaints, Material Handling Reports and follow up on
pending and opening complaints
 SAP Operations.
SalesSupervisor @ Nestlé (Dry Goods-Nestlé Professional):
 Managing Nestlé’s distributor (Av. Sales-out 1 Million/Month).
 Prepare the forecast for the distributor.
Feb 2012-July 2012
Aug 2012-Feb 2014
Mar 2014-Apr 2015
May 2015 Till Now

4.  Create teams of sales representatives and split the tasks between them.
 Check the warehouse-Weekly.
 Check the invoices-Monthly.
 Check sales in/out.
 Recording orders and sending details to the sales office.
 Open new markets.
 Study/Analyze the market in order to give promotions-Monthly.
 Keeping in contact with existing customers in person and by phone.
 Making appointments with and meeting new customers.
 Agreeing sales, prices, contracts and payments.
 Build a solid client database.
 Receive the complaints from the customers and find solutions.
 Share in marketing plan.
 Make statistics and presentations.
 Meeting sales targets.
 Promoting new products and any special deals.
 Advising customers about delivery schedules and after-sales service.
 Giving feedback on sales trends.
Activities and Interests
Movies, photographing, Football, swimming, computer and internet.
Languages
Arabic (native) English (Excellent command of both written and spoken).