1. Sara Ibrahim Hassan Moustafa
87 Ramses St. , Down Town, Cairo
Telephone: +2-02 25763091
Mobile: +2-01025966010 - +2-01090441454
E-Mail: sara2005ibrahim@hotmail.com
Personal Data
 Nationality: Egyptian
 Date of Birth: 12/8/1980
 Marital Status: Married
Education
 1984-1994: Religieuse de la Franciscainne
 1994-1997: Lyçeé Bab El Louk
 1997-2001: Faculty of Arts French Department
Language Skills
 French: Fluent of both written and spoken
 English: Fluent of both written and spoken
 Arabic: Mother Tongue
Computer Skills
 Very Good Knowledge of MS Office including "Word, Excel, Power Point,
& Outlook".
 Dealing with database applications & Avaya, Cisco IP phones.
Personal Skills
 Work under pressure.
 Appreciate Team work.
Objective
Seeking a career where I can apply my academic knowledge and professional
experience.

2. Courses
 Project Management Fundamentals
 Negotiating to Yes
 Influencing and Managing difficult situations
 Communication Skills
 E Mail Etiquette
 7 Habits of Highly Effective People “Stephen R. Covey”
 Writing with Intention
 Customers, Conflict and Confrontation
 Focusing on Your Customer," Harvard Mentor Manager”
 Being a Contributing Team Member “Dale Carnegie “
 Business Communication “Dale Carnegie”
 Managing Emotions within Tough Situations
 Business Brain Training: Work smarter, save time and increase productivity
Area of Expertise
Customer service, Customer care, Project management, Hospitality, Office
management
Experience
01/10/2016– Present TVET II EU
Administrative Assistant of Governance Component Manager
Responsibilities:
 Maintains office services by Organizing office operations and procedures ,
controlling correspondence and designing filing system
 Following Up on work results and ensuring decisions made are
communicated to the relevant people within the Programme
 Prepare all Governance Component Projects Contracts
 Handling sensitive information in a confidential manner
 Maintain Governance Component Manager Calendar and Travel
arrangements
 Monitoring Stationary levels and ordering office Supplies
 Setup and Coordinate meetings , conferences and contributes to meeting
Discussions
 Create, transcribe and distribute meeting agendas and Minutes
 Answer Telephones , screen Callers , relays messages and greet Visitors
 Picks up and delivers materials as required
 Perform general clerical duties to include but not limited to photocopying,
faxing ,mailing & filing
 Develop and update administrative systems to make them more efficient
 Contribute to team effort by accomplishing related results as needed

3. 01/07/2006 – 12/11/2015 Oracle Egypt
Senior Customer Support Engineer “EMEA Region”
Responsibilities:
 EMEA Team Lead of Customer User Administrator team, the main
responsibilities are - Maintenance of Master Schedule - Organizing
coverage for holidays -Monthly backlog monitoring -Hosting monthly calls.
-Working with Oracle security team to give the first Support identifier user
the access to Oracle website
 Handling French & English Customer’s Calls regarding their Technical
Escalations , Managers call back ,Updates and Non technical Service
Requests by helping the customer to get information about Patches, Sales,
Software Orders, Extended Support, Time life Support, find out their
support Sales or Support Renewal to solve the Contracts Problem .
 Monitoring Critical Account Escalations
 Working as a formal Tester for New Versions for MOS “My oracle Support”
the official website of Oracle
15/06/2005- 30/06/2006 OrangeBusinessServices
Customer Service & Operation GCSC Department NAM Customer Support
Responsibilities:
 Received Customers calls and emails regarding their problems. Create
Tickets, transfer it to the responsible engineers, Follow-up to get approval
that the customer’s problem has been solved
 Ordering Parts like “Printers, Ticketing printers of Airlines companies,
software CDs .Etc” Tracking the shipment for the new Parts & the defective
one then confirm the arrival to the customer or to our Stores
01/06/2004 -15/06/2005AirFranceAirport Branch
Airport Services Agent (Counters)
Responsibilities:
 To ensure the needs of Air France passengers are met in a caring, courteous
and efficient manner.
 To ensure the briefings provided to service suppliers by the Senior Air
France Official on duty is acted upon to the required standard of service and
make certain that any deficiencies are corrected or reported.
 To assist passengers with any problems that arise such as excess baggage,
baggage mishandling, missed connections.
 To assist as directed by the Supervisor Airport Services in providing
passengers with meals, accommodation, re-bookings with the help of staff
provided by the GHA in order to minimise inconvenience to passengers.

4.  To ensure post flight activities are completed such as compilation and
despatch of TLS, reconciliation of flight coupons and assemble flight file so
that future queries can be dealt with.
11/01/2003- 25/05/2004 Sofitel CairoMaadi Tower& Casino
Responsibilities:
Guest Relation:
 Handling VIP Customers,
 Preparing room decoration by Flowers and amenities
 Working with Duty Manager for solving Customer Problems
 Confirming Flights tickets
Reception:
 Handling the Customers check in and their Check out
Reservation:
 Handling rooms reservations
 Responsible for VIP Corporate reservation