The document is a cover letter and resume submitted by Mohamed Abd El Rahman Rezk for a position with an unnamed company. The cover letter expresses Rezk's pleasure in applying for a position and highlights his energetic nature and willingness to relocate. The resume provides details of Rezk's work experience as a Call & Customer Service Manager, including managing customer service teams and handling operations. It also lists his education credentials and qualifications like communication skills, problem solving, and ability to learn new systems.

1. Dear Mr./Mrs./Miss.
It is with great pleasure to present my C.V to your company, and it really gives me great
honor to be one of your company's members.
Enclosed and here with my resume. I would like to have an opportunity to join your
teamwork.
My position Call & Customer Service Manager, Supervisor, senior, where I have
developed a different type of skills and have always been impressed my client with the
quality of job I delivered.
Your firm appeals to me because it is large size and multi-site operations, which require
mobility. This would suit my energetic disposition. I am prepared to relocate.
If it is possible now, I appreciate keeping my file on record and hopefully something
convenient will become available in the near future.
I look forward to the opportunity to have an interview with you.
Yours sincerely,
MohamedRezk

2. Mohamed Abd El Rahman Rezk
· 251 Emtidad Rmasis 2, Nasr City l, Cairo, Egypt
· Home: (00202) 24042922
· Mobile: (+2) 0111 0880004 (+2) 010 20404020
· E-mail: Mohammed.Rezk@hotmail.com
· Mohamed.Rizk@ahliunited.com
CAREER OBJECTIVE
Seeking a challenging and responsible position with a reputable company that Provides
a dynamic work environment for its employees with vast opportunities for career
development & growth
Personal Data
· Date of birth: April 19, 1984
· Place of birth: Cairo
· Nationality: Egyptian.
· Gender: Male.
· Religion: Moslem.
· Social status: Single.
· Military Service: Exempted.
· Secondary School: Sara Taqy Allah
EDUCATION
May 2006
Bachelor of Economics & Foreign Trade ( Helwan Universty).
Highlights of Qualifications:
More than10 years’ experience dealing with customers.
• Ability to work well under pressure.
• Good Presentation skills.

3. • Ability to deal with different types of people.
• Good ability for planning and management.
• Self-motivated, Good communication skills.
• Interactive and fast enough to learn new technologies.
• Ability to work with all levels of management and personal.
• Able to learn new computer systems quickly.
• Best achiever (2009 & 2010 Etisalat- International-Masr "
• Top Performance ( 2010 ) { Etisalat Misr }
• Gaining Certification of excellent Supervisor for five times.
Courses and Certificates:
The Call Center School (E-learning)
· The Art of Customer Service.
· Basics of Effective Communication.
· Building Strong Customer Relations.
· Succeeding as a Supervisor
· Providing Effective Feedback
· Managing work Stress.
· Managing Negative People.
Training & courses:
• Supervisory Skills. (Logic Consulting).
• Customer Satisfaction "Human Touch"(Vodafone Egypt).
• Fundamentals for Success (Customized and prepared for Vodafone Egypt)
• Six Sigma (Customized and prepared for Etisalat Egypt
• COPC Training. By Etisal International
• Leadership 1st Level , Leadership 2nd Level
• Problem Solving
• Work Force
• Coaching Skills & Setting Action Plan "Advanced"
GSM Systems Training on the following systems:
GSM Technology Training:
· BSCS (Billing and Activation System).
· Siebel (CRM System).
· Win Cash (Payments & sales System).
· BMS (Billing and Activation System).
SKILLS:
Computer Skills:
DOS – MS-office knowledge (Word – Excel – Power Point) – Outlook, Internet

4. Systems:
· AVAYA Supervisor"
· Cisco “Supervisor"
. Altitued “Supervisor"
.Equation .
.Uronet.
.EMP.
.Jira.
Language Skills:
· Arabic (Mother Tongue)
· Very Good English both spoken and written.
About my career experience
Employer: Tabarak Holding
Field: Business process In-house service Department: Team And Customer
Service Manager (In- House) November 2014 – till present.
Scope of Work:
 The fully responsible on the whole operations on both parts "Operation management &
account management" reporting directly to GM.

5. Employer: Etisal
Field: Field: Business process outsourcing service
Department: inbound Operation. (Etisalat Account) July 2008 – OCT 2014 inbound
Operation Team Leader, Supervisor
Scope of Work:
 Prepare action plans and schedules to identify specific targets and to project the number of
contacts to be made.
Follow up on new leads and referrals resulting from field activity.
 Observe all my team daily created transactions
 Establish all call center environment's rules & fundamentals.
 Conduct all business requirements through business analyses function results.
 Generate the client’s business output and build the required analysis to identify the gap
between real results & targets.
 Create the required immediate & short run salutations to meet the operational targets
 Check and analyze daily, monthly and yearly performance data on business level & call center
operation level.
 Provide the required operational solutions based on improvement action plans
 Create or maintain policies, procedures and work process as well.
 Follow up daily real time operation management: calls flow, service level, floor manpower…
etc.
 Design evaluation performance system (KPI) for whole call center staff
 Doing the required interviews to requite call center staff also with currently employee for any
promotions or transfer movements.
 Deliver all the training materials “Technical operation Issue” to the Mid-career managerial
positions (team leaders)
 Coordinate with Quality & WFM departments to handle any Issue related to operation
Prepare presentations,.
Develop and maintain materials and current product knowledge.
Establish and maintain current client and potential client relationships.
Manage account services through quality checks and other follow-up.
Identify and resolve client concerns.
Prepare a variety of status reports, including activity, closings, follow-up, and adherence to
goals.
 Conduct quality monitoring and identify improvement areas.
 Provide feedback for the agent’s performance and training Recommendations.
 Conduct one-on -one-performance evaluations.
 Schedule agents to meet staffing requirements.
 Gather and analyze daily, monthly and yearly performance data.
 Helping create or maintain policies, procedures and work process as well.

6.  Delivery of quality and productivity targets and indicators.
 Daily real time monitoring for: calls flow, service level, floor work force.
 Motivate, enable direct and manage my subordinates
 Evaluate team monthly performance and deliver it to QA department.
 Deliver training to the whole staff with the new products, services, process and even
promotion.
 Doing outings with the team to focus on the team spirit that leads to a high level of loyalty.
 Deliver all the training materials “Soft skills and Technical” to the account “Account trainer”
Employer: Wasla
Field: Customer care
Department: Complain & Retention Team, Inquiry Disk, Technical Support (June
2006-July 2008)
Scope of Work:
 Responsible for handling all types of Customer Service Duties.
 Providing customers with technical support and proper trouble shooting,
 Propose the proper solutions to the customers, guiding them to the appropriate destination to
get their requirements.
 Activating and deactivating value added service according to the customer’s need.
 Propose to the customers a cross and up sell.
 Handling the customers’ complaints through the proper escalation, and making follow up to
guarantee that all cases are closed.

“Referencesto be furnished upon request”