Hanan Mustafa is seeking a career opportunity in marketing. She has a professional diploma in marketing from AUC and experience in commission and payment specialist roles at Vodafone Egypt and as a team leader in customer support at Prime4x. Her resume outlines her education, skills, and work history in roles managing client relationships, commissions, complaints, and customer service.

1. Hanan Mustafa Page 1
C2: InternalUse
: 04/18/2011Classified on
Aly-: Hanan FahmiOw ner
HANAN MUSTAFA FAHMY
Address: 7 Hussien Serag street, Faisel, Cairo, Egypt
Tel.: + (202) 720 3948, Mobile: + (2) 010 92924422,
Education:
 Professional diploma in Marketing, AUC, DEC 2010
 Professional diploma Sales AUC, in progress
 B.Sc. Business Admin, Cairo University, 2004
Objective: To be an active member in a stable company, to join an organization that would
provide me with an opportunity to establish recognizable career, where I can develop and make
the best use of my personal, education, and communication skills to help achieve my
professional goals in the marketing department
Company: Vodafone Egypt
Commission & payment Specialist
 Delivery of Direct Sales/Indirect Agents Commission
 Calculate sales staff commissions & rewards on monthly basis.
 Continuous validation for DWH reports to ensure its accuracy and highlight &
communicate any issue that may affect accuracy.
 Submitting the commissions to retail finance & Pay roll team.
 Consolidate forecast & quota distribution for corporate segments and report on
discrepancies if any.
 Collecting and validating Commission Committee cases and validating it before
presenting to Board.
 Prepare Commission Committee for Approval
 Sending sales account list , quota and hierarchy
 Prepare and validate quarter Quota to finance
 Make sure that closure issues is closed
 Conduct different type of analysis to determine trend of commission
 Handling commission scheme , applying commission rules and validate
Corporate Account Manager MNC
Responsible for a number of selected companies (Malti National) to ensure
customer satisfaction.
 responsible for managing the Onsite operation, ensuring a top quality
service is provided to the client

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 work closely with the Site Managers and the Client to ensure a good
standard of service levels are met.
 Conduct analysis to review customer usage, revenue , activation,
connection, deactivation trend
 Monthly report regarding Collection , BD, BO
 Tariff advisor analysis
 Conduct Monthly presentation review accounts progress , fiascos and
opportunities
 Own and manage the client relationship
 Ensure service level agreements are met and maintained.
 Work as part of a team to ensure offering world-class Customer Service at
all times.
 Be proactive in regards to the improvement of processes and procedures.
 Communicate positively with all involved parties in order to facilitate
customer's reception of the expected distinguished service.
 Create and promote an environment that fosters both individual and team
advancement to ensure the outstanding delivery of customer service.
 Mentor and support new employees.
 Meeting service level in handling all transactions measured through
productivity reports.
 Accuracy in handling all assigned tasks.
Corporate small and medium enterprise complaints
Responsibilities:
 Responsible for a number of selected companies (High Value Accounts) to ensure
customer satisfaction.
 Targeting new line activation
 Responding to various inquiries through direct contact.
 Managing client relation in terms of daily transactions, complaints & due dates.
 Maintaining accounts loyalty by maintaining strong relationships with them and
encouraging them to invest in Vodafone products.
 Following up and finalizing companies’ requests by coordinating with different
divisions or departments.
Call center representative high value
 Own and manage the client relationship: resolving calls efficiently and effectively.
 Ensure service level agreements are met and maintained.
 Work as part of a team to ensure offering world-class Customer Service at all times.
 Proactively improve processes and procedures.
 Communicate positively with all involved parties in order to facilitate customer's
reception of the expected distinguished service.

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 Create and promote an environment that fosters both individual and team
advancement to ensure the outstanding delivery of customer service.
 Mentor and support new employees.
 Meeting service level in handling all transactions measured through productivity
reports.
 Achieving the monthly targets as set as per Key Performance Indicators.
Company: Prime4x
 Position: Team leader in customer support department
 Live chat representative, handling customers' trading accounts, following up to
make sure that they receive their trading account information ,updating the
clients with our services and promotions through mails and answering their
inquires through mails also when needed
Personal Skills:
 critical and analytical thinking
 People skills
 Creativity and Innovative Thinking Skills
 Transferable and communications skills
 Presentation Skills
Skills:
Trainee, BBSA (Basic Business Skill Acquisition), Cairo, EG
sponsored by Future Generation Foundation (FGF), May –Aug ‘06
 Developed language and computer skills
 Enhanced presentation and project development skills
 Acquired basic business skills for sales, marketing, banking, accounting
 Business correspondence and report writing
Computer skills:
 Excellent knowledge of MS office applications
 Advanced user of the internet
 Good Knowledge of Microsoft Project software
Language skills:
 Native language Arabic
 Very good commend both of written and spoken English
Interests:
Writing short stories, fishing, reading novels, solving puzzles
Personalinformation:
Date of birth: 1/13/1983
Marital status: single
Nationality: Egyptian