1. ALAA AHMED ZAKI
537 Al Zahraa, Nasr city, Cairo, Egypt
Telephone: (202) 24096134
Mobile: (20)1025888996
Email: Lollaaa_92@hotmail.com
PERSONAL INFORMATION
Date of Birth: 15/05/1992.
Marital Status: Single.
Religion: Muslim
OBJECTIVE
Seeking a job at your reputable company where my background and
experience can be well utilized so that I can prove myself, practice
my knowledge, as well as building a professional career.
EDUCATION
Bachelor degree Faculty of Arts, English department
Major: English language, translation and literature.
Graduated in 2013, Grade: Good
SKILLS
Computer Skills:
Excellent Knowledge of internet
Excellent telephone skills
Very Good Knowledge of Microsoft office
ICDL Course
Computerize Accounting Course

2. Language Skills:
Native language Arabic
Excellent command of both written and spoken English
Intermediate command of both written and spoken French
Soft Skills:
Communication Skills
Organization Skills
Excellent soft Skills
Able to work under pressure
Respect & appreciate team work
Punctual, eager & self-motivated
EXPERIENCE
Ministry Of Defense Language Institute ( MODLI)
Duration: 6 month - ( From September 2013 To February 2014 )
Type of Training: English conversation courses
Certificate: levels 5 and 6 in English conversation and with the
TOEFL certificate from Helwan University score 583.
Previous roles:
Worked as International Account Adviser in Vodafone
International Services VIS, UK account :
• Handling customers Inquiries regarding their bills and the
extra charges.
• Handle light technical issues that might face the customers
• Closing deals with customers over the phone by selling the
company’s product.
• Explain the eligible price plans to the customer and the
available offers so that he can take benefit from it.

3. Worked as International Account Floor Support in Vodafone
International Services VIS, UK account :
• Supporting advisers with the knowledge needed to handle the
calls.
• Preparing training material for the advisers, and coaching
them when needed.
Worked as International account quality coach in Vodafone UK :
Listening to the advisers’ calls and analyzing the call structure and
sending feedbacks to the advisers and mangers to grantee the best
quality of service.
I was promoted after that to be a part of a special team called the
customer resolution team (CRT) to act as a customer relations
representative to handle mainly repeat calls and issues and to deal
with the escalations and our main target was to get the issues
resolved and to reduce the number of calls.
Current Job:
Acting as International Account Team Leader in Vodafone
International Services VIS, UK account :
• Handling customer complaints and hard calls gently and
trying to finish the situation resolved.
• Managing a team of eight members, to ensure that the
team’s KPIs are achieved.
• Holding team meetings to work on the team’s performance
and to come up with new strategies to achieve the targets.
• Monitoring the team’s performance by listening to the calls
and providing the team members with feedback.

4. • Arranging different activities for the team to strengthen the
bond between the team members.
• Sending daily closure to the Operation manager about the
team’s performance.
• Finishing the reports which were clearing the current
situation of calls, complaints, and leakage (daily / weekly /
monthly).
INTERESTS
Customer experience, Traveling, Walking, Reading plays and
novels, and Public Relations.