Mahmoud Mohamed Ezzat El-Fawal is seeking a beginning level position in a reputable organization. He has over 10 years of experience in sales, customer service, and accounting. His most recent roles include working as the owner of Etimad Company, a guest services representative at Mercueir Five Star Hotel, and in customer service and call centers at Etisalat. He is proficient in English and Arabic and has skills in Microsoft Office, Windows, and computer programs.

1. Mahmoud Mohamed Ezzat El-Fawal
Mobile: +971 543238723
Address: Al Sharjah al Nahda area opposite Sahara center
E-mail: mahmoudmohamed.elfawal@gmail.com

2. CAREER OBJECTIVE:
Seeking a challenging beginning level position, in well reputable organization that welcomes initiative
Dedication and demands excellence in consistently meeting business objectives and exceeding
Standards, through which I can use my vast experience especially in sales and customer relations.
HIGHLIGHTS OF QUALIFIATIONS:

3. 10years of progressive, responsible and professional experience in the areas of sales & customer Service
with accounting background.
A hard working dedicated individual driven by results and focused on business objectives.
A dynamic, ambitions, determined, go-getter and spares no time and effort to get things done
Displays strong leadership in multi-cultural environments coupled by team spirit and ability to
Communicate well at all levels.
WORK EXPERIENCE:
)Etimad Company - Ismailia/Egypt) Jan 2015 – Till Date
Owner for the company
Electronic and technology products

4. Duties Include:
 Deal directly with customers either by telephone, electronically or face to face.
 Respond promptly to customer inquiries, Handle and resolve customer complaints.
 Obtain and evaluate all relevant information to handle product and service inquiries.
 Provide pricing and delivery information and Perform customer verifications.
 Set up new customer accounts and Process orders, forms, applications and requests.
 Organize workflow to meet customer timeframes.
 Direct requests and unresolved issues to the designated resource
 Manage customers' accounts plus Keep records of customer interactions and transactions
 Record details of inquiries, comments, complaints and action taken add to follow up on customer
interactions.

5.  Communicate and coordinate with internal department and Provide feedback on the efficiency of the
customer service process.
)Mercueir Five star hotel - Ismailia/Egypt) Feb 2013 – Dec 2014
Guest Services Representative
Asset (customers’ needs, selling products and service, Credit card and visa process payment(
Duties Include:
Greet, register, and assign rooms to guests.
Issue room key and escort instructions to Bell person or directly to guest as appropriate, without
announcing room numbers.
Date-stamp, sort and rack incoming mail and messages.
Transmit and receive messages using equipment such as telephone and fax.

6. Answer inquiries pertaining to hotel services, registration of guests and shopping, dining, entertainment
and travel directions.
Keep records of room availability and guests' accounts.
Compute bill, collect payment and make change for guests.
Make, confirm and cancel reservations for guests.
Post charges such as room, food, liquor and telephone by hand or machine.
Make restaurant, transportation and entertainment reservations for guests.
Deposit guests' valuables in hotel safe or safe-deposit box.
Order complimentary flowers or Champaign for special guests at management's direction.
Understand and enforce the hotel company credit policies.

7. Account for all cash and make deposits in accordance with hotel and company policies.
Communicate effectively with other front office and hotel departments.
Report to work for scheduled shift, on time and in uniform in accordance with company policy.
Perform other related duties as required.
)Etisalat – Ismailia /Egypt) Jan 2012 – Feb 2013
Customer service and call center
Asset (sells all the products related to company& solve any complain or any enquiry(
Duties Include:
 Answer calls and respond to emails and handle customer inquiries both telephonically and by
email.
 Research required information using available resources.

8.  Provide customers with product, service information add to manage and resolve customer
complaints.
 Enter new customer information into system and update existing customer information.
 Identify and escalate priority issues and process orders, forms and applications.
 Route calls to appropriate resource and follow up customer calls where necessary.
 Document all call information according to standard operating procedures.
 Complete call logs and Produce call reports.
EDUCATION:
Bachelor degree of science in commerce, businesses administration major, Sep 2011
Suez Canal University –Ismailia Branch –Egypt.

9. TRAINING:
* English training corers in AUC 2008
* Computer training corers (ICDL) in AUC 2009
* Short effective training courses in Mobinil (Sales – Cross Sales & customer services). 2010
* Short effective courses in CIB-bank - Sales skills & customer services. 2011
* Short effective training courses in Mercueir hotel (customer service and hotel management).2011
SKILS
Languages:
Arabic: Mother tongue
English: very good (spoken and written.(
Computer:

10. Windows and its applications-Microsoft word & office-PowerPoint-Internet.
PERSONAL PROFIE:
Intellectual Curiosity : Learns from Mistakes
Developing Other : Makes a personal effort to treat all people fairly.
Respects Others : Helps others learn and Learning From Other
PERSONAL INFORMATION:
Marital Status : Single
Nationality : Egyptian
D.O.B : August 2nd, 1988
Driving License: Egypt & international available

11. References Available Upon Request.