CV

1. Personal Skills
 Team work player.
 Organizing & hard worker.
 Dedicated to given responsibilities.
 Self- motivated, self –direction.
 Joyful, calm and honest
 Active & Ambitious.
 Accurate in my work.
Computer skills
 ICDL.
 Networks.
 Visual basic.
 Web design by HTML.
 Photoshop.
Languages skills
 Arabic : Mother Tongue
 English : Excellent
 Spanish: Basic
C o u r s e s
 HRP Diploma at IPA.2012-2013
 Photoshop at FET. July, 2009
 English at AUC. Jan, 2008
 ICDL at Russian Culture Center
Aug, 2007
R e h a m M o u s s a
CAREER GOAL Obtain a position in a people-oriented organization
where I can effectively utilize my expertise in employee
relations, staff recruitment and use my strong
organizational skills, educational background and
ability to work well with people in a challenging
environment to achieve the corporate goals.
Customer Support
Analyst,
(Salesforce)
Mar, 2016 – Present.
 STARZ Play Arabia
 Analyze and summarize customer issues in order to prepare appropriate
solutions/clarifications to respond to customers.
 Evaluate and prioritize customer inquiries to better serve the customers.
 Deliver prompt and professional solutions for customer inquiries via phone,
email, online chat etc.
 Maintain history records and related problem documentations for future
reference.
 Maintain relationships with other internal departments as well as client base
to improve business performance.
 Conduct training to customers and internal staffs on company products and
services.
 Respond to customer inquiries by directing them to websites, FAQs,
appropriate personnel, etc when needed.
 Address customers in a professional and respectful manner.
 Take ownership of customer issues in order to follow-up on outstanding
requests and escalate issues when necessary.
 Maintain up-to-date knowledge on customer business areas.
 Maintain broad knowledge about company’s products and services.
EDUCATION
Human Resource Professional as Diploma in IPA. 2013
2004 – 2008 - Faculty Of Art - Cairo University
Documents, Libraries & Information Technology department.
Information Technology section.
CERTIFICATES
Bravo Best Seller (RTA). July & Aug, 2015
Best Quality Analyses Score (RTA). April, 2015
Microsoft Excel Data management. April, 2015
Human Resource Professional Diploma at IPA. Mar, 2013
 Marketing as Training course in IPA. Oct, 2012
Business English as Training course in IPA. Mar, 2011
Selling Skills as Training course in IPA. Jun, 2010
Soft Skills as Training course in IPA. Jun, 2010
Training in Egyptian National Agricultural Library “ENAL” July, 2008
Training in Egyptian National Scientific & Technical Information
NETwork “ENSTINET”. Oct, 2007
+971562693785 13 March 1987
rehammoussa.eg@gmail.com Egyptian
UAE Visa: Family Sponsorship Dubai, UAE

2. Summary of Experience
Customer Support Analyst,
(Salesforce)
Mar, 2016 – Present.
 STARZ Play Arabia
 Analyze and summarize customer issues in order to prepare appropriate solutions/clarifications to
respond to customers.
 Evaluate and prioritize customer inquiries to better serve the customers.
 Deliver prompt and professional solutions for customer inquiries via phone, email, online chat etc.
 Maintain history records and related problem documentations for future reference.
 Maintain relationships with other internal departments as well as client base to improve business
performance.
 Conduct training to customers and internal staffs on company products and services.
 Respond to customer inquiries by directing them to websites, FAQs, appropriate personnel, etc when
needed.
 Address customers in a professional and respectful manner.
 Take ownership of customer issues in order to follow-up on outstanding requests and escalate issues
when necessary.
 Maintain the internal and external customer databases.
 Analyze customer issues so as to develop tools and processes to increase customer satisfaction.
 Maintain up-to-date knowledge on customer business areas.
 Maintain broad knowledge about company’s products and services.
Quality Analyst, (CRM)
Nov,2014 – Mar,2016
 Roads & Transport Authority (RTA).
 Monitor and Screens incoming “inbound”, outgoing “Outbound” calls, e-mails and chats to make sure
all the agents meeting the organization policies, procedures and quality standard.
 Provides feedback to assist in the creation of performance improvement goals and the development of
training programs.
 Implement and refine agent training and coaching initiatives to bridge skills gaps and improve
workforce.
 Highlighting areas of risk in the business and Create a customized solution for the organization issues.
 Coordinate with learning and development (L&D) department.
 Typically reports to a manager.
 Read and analyze incoming memos, submissions, and reports.
Recruiter & Admin Assistant
April, 2013 – June, 2013
 Connex Assistance Middle East.
 Administrate Staff recruitment and selection process including induction and orientations
 Create and modify reports & documents using Microsoft Office apps.
 Perform general clerical duties to include but not limited to mails: photocopying, faxing, mailing, and
filing.
 Maintain hard copy and electronic filing system.
 Setup and coordinate meetings and conferences.
 Support staff in assigned project based work.
 Organize staff training sessions, workshops and activities
 Coordinate staff recruitment and selection process.
HR & Training System
Administrator
Feb, 2012 – April, 2013
 Institute of Professional Accountants (IPA) Co.
 Install, configure, and support an organization's IPA System
 Creates and revises systems and procedures by analyzing operating practices
 May supervise other network support and client server specialists and plan, coordinate, and
implement network security measures.
Social Media Administrator & E-
Marketing Executive
Sep, 2011 – April, 2013
 Institute of Professional Accountants (IPA) Co.
 Organizing and attending events such as conferences, seminars, receptions and exhibitions.
 Conducting market research such as customer questionnaires and focus groups.
 Contributing to, and developing, marketing plans and strategies.
 Supporting the marketing manager and other colleagues.
Executive Secretary
Nov, 2010 – Aug, 2011
 Institute of Professional Accountants (IPA) Co.
 Read and analyze incoming memos, submissions, and reports
 Administrate the work flow.
 Receiving & preparing customers order.
 Reporting store status to avoid facing shortage of any item.
 Maintaining the relations with dealers & the credit facilities.
 Training in Public Relation Department.
 Faxes, Filling, Answering Phone & Weekly Reports.

3. Reference:
 Available upon request.
Corporate Coordinator
Jun, 2010 – Nov,2010
 Institute of Professional Accountants (IPA) Co.
 An executive coordinator provides general support to a company's division or branch office or is
assigned to an executive as an administrative assistant.
 Beyond basic office tasks such as typing, filing and communications, general support duties.
 Arranging staff meetings that address strategic, conference or program development planning.
 File all project documents (hard and soft copies).
Customer Service Representative
Sep, 2006 – Jun, 2010
 Future Stationary & Office equipment Co.
 Resolve customer complaints via phone, email, mail, or social media.
 Use telephones to reach out to customers and verify account information.
 Greet customers warmly and ascertain problem or reason for calling.
 Answer questions about warranties or terms of sale.
 Act as the company gatekeeper.
 Suggest solutions when a product malfunctions.
 Inform customer of deals and promotions.
 Work with customer service manager to ensure proper customer service is being delivered.
 Compile reports on overall customer satisfaction.