Karim Atef Lawendy is an Egyptian national seeking a job opportunity utilizing his customer service and communication skills. He has over 10 years of experience in customer service roles, currently serving as a Customer Service Team Leader at Mobinil in Egypt. He holds a bachelor's degree from Cairo University's Faculty of Tourism and Hospitality Industry.

1. Mobile (+2) 012 1255997
E-mail : klawindy@mobinil.com
Address: 15, Dr. Mahmoud Fahmy Hegazy
St, Arizona – King Faisal St, Giza – Egypt
KarimAtefLawendy
Personal Info
• Marital status: Married.
• Nationality: Egyptian.
• Place of Birth: Cairo.
• Date of Birth: 8 February 1984.
• Military service: Completed at 1/12/2005
Objective
Seeking a job opportunity with a rewarding position where I can
utilize my skills and which I can insure a successful career in an
interactive environment allowing a good opportunity for growth and
increasing my experience.
Education
University:
Faculty of Tourism & Hospitality industry, Cairo University May 2004.
Professional
experience
• Working as a Customer Service Team Leader from 27/5/2009
till present
Responsibilities:
1- Help team members in handling difficult cases & angry
customers
2- Seek accurate information from other departments on
customers’ inquiries & communicate it to the team members
3- Perform regular follow up on Reps’ punctuality (login, logout,
breaks & attendance)
4- Prepare the daily & night shift handover to ensure a smooth
running of work flow
5- Prepare the daily performance reports for team members
(CMSHold regular meetings with his/her team to strengthen
communication & ensure that the same objectives is shared
among all

2. 6- Prepare the overtime sheets on a monthly basis & maintain a
record for the annual, sick & emergency leaves
7- Make sure that Reps info. is up-to-date using intranet briefings
& breaking news utilities
8- Report the out of order stations (PC’s, key boards, mouse…etc )
to the CS Technology Team to repair
9- Log in during the shift (as agreed in the what form) to minimize
the LCR & maintain a continuous active contact with customers
10- Check, regularly, the mail for new information replying back
effectively & efficiently
11- Escalate, properly, problems to the right channels as and when
required
• Customer Service Representative, from December 2006 till
May 2009
Responsibilities:
1. Responding telephone inquires from the first class customers,
providing them with all needed information about their dials &
handsets.
2. Adding and deleting all needed services for customers.
3. Handle all the customers’ complains and remodeling them to
be reported to the technical departments
4. Follow up & guide the prospect customers to the suitable
solutions that fit their usage and also the company targets.
5. Handling the angry customers and absorb their anger.
Rotations
1. Rotation at First Class Department from 15/10/2007 till
3/2/2008.
2. Rotation at Fraud Department from 15/10/2010 till
31/12/2010.
3. Rotation at the Human Resources & Administration
Department – New heirs trainer.
Achievements in Mobinil.

3. 1. Best Call Center Agent (August 2007)
2. Best First Class Agent (December 2007)
3. Best call center agent (November 2008)
Previouswork
experience
Work as a Sales Representative at
Alico (American Life Insurance Company)
From 1/1/2006 till 1/4/2006
Work as "Customer service operator" at
Nestlé Waters Distribution Company S.A.E
From 1/5/2006 till 1/9/2006.
Training Courses
- English course - The British Council
- E–Learning courses ( Skillsoft- Orange ) :-
New Features Review of Microsoft Office XP
Communication Skills to Fast-track Your Career
Identifying What the Customer Wants
Communication Skills for Resolving Conflict
Inbound Call Centers: People Management
Computer Skills
- Excellent Working Knowledge of Microsoft Office
- Internet User skills.
Languages
Arabic (Mother Tongue)
English (Very Good)
Profile
Communicative, teamwork oriented, hard worker, Ambitious, Self-
motivated and top producer
Willing and ready to work in a computer-based environment.
References submitted upon request