1. HANY MOHAMED ABD EL
MONEM
Address: 27 Tewfik St. Nasser city
Cairo, Egypt
Telephone: 20224047793
Mobile: 201121544111
Email: hany_mohamed1986@hotmail.com
OBJECTIVE
Seeking a job in a good field that at a reputable company where my back
ground and experience can be well utilized
Seeking involvement to join a promising firm to enhance my skills, and
gain experience to promote myself in the field of my career and the fields
that I took courses on it
EDUCATION
2002-2008 New Cairo Academy Cairo, Egypt
 For computer science and management technology, information
system Dept.
 Grade: Fair
SKILLS
COMPUTER SKILLS:
Excellent Knowledge of :-
1. Icdl ,It
2. Installation and operation of networks and domestic firms.
3. Ride and operation and maintenance of ADSL networks
4. Maintenance of all types of Windows.
5. Maintenance of software and Hardware.
Very Good Knowledge of :-
 Power Point , Excel , Outlook
Language Skills:
 Native language Arabic
 Very Good command of both written and spoken English
EXPERIENCE

2. Jan 09_ April 09 Basic Business Skills Acquisition (BBSA) Cairo,
Egypt. Sponsored by the Future Generation Foundation (FGF)
Training
• Developed Language and Computer skills
• Enhanced presentation & project development skills
• Acquired basic business skills including: marketing,
sales, banking, accounting, business correspondence
and report writing.
GRP (Graduate Resource Program)
Customer Service track include:
• Dale Carnegie Seminar (Communication Skills).
• World Class Customer Service.
• Developed and enhance Time Management and work
under pressure
• Employment qualifier program. Provided by
Westwood for HR & Training
Dec 02 - May 05 IT technical support officers in Brotec .
IT Technical support officers responsibility :
Monitor and maintain the computer systems and networks of an
organization. They may install and configure computer systems, diagnose
hardware and software faults and solve technical and applications
problems, either over the phone or in person. Depending on the size of the
organization, a technical support officer's role may span one or more areas
of expertise.
Organizations increasingly rely on computer systems in all areas of their
operations and decision-making processes. It is therefore usually crucial to
ensure the correct running and maintenance of the IT systems.
IT technical support officers may be known by other job titles including help
desk operators, technicians, maintenance engineers or applications support
specialists. The work is as much about understanding how information
systems are used as applying technical knowledge related to computer
hardware or software.
Jun 01 - Dec 02 IT technical support officers in Shrok Company.
IT Technical support officers responsibility :
Monitor and maintain the computer systems and networks of an
organization. They may install and configure computer systems, diagnose
hardware and software faults and solve technical and applications
problems, either over the phone or in person. Depending on the size of the

3. organization, a technical support officer's role may span one or more areas
of expertise.
Organizations increasingly rely on computer systems in all areas of their
operations and decision-making processes. It is therefore usually crucial to
ensure the correct running and maintenance of the IT systems.
IT technical support officers may be known by other job titles including help
desk operators, technicians, maintenance engineers or applications support
specialists. The work is as much about understanding how information
systems are used as applying technical knowledge related to computer
hardware or software.
Jul 10 – Jun11 working as enterprise call center representative at
Mobinil as contractor
CUSTOMER SERVICE REPRESENTATIVE JOB
RESPONSIBILITIES:
Serves customers by providing product and service information; resolving product
and service problems.
CUSTOMER SERVICE REPRESENTATIVE JOB DUTIES:
• Attracts potential customers by answering product and service questions;
suggesting information about other products and services.
• Opens customer accounts by recording account information.
• Maintains customer records by updating account information.
• Resolves product or service problems by clarifying the customer's
complaint; determining the cause of the problem; selecting and explaining the
best solution to solve the problem; expediting correction or adjustment; following
up to ensure resolution.
• Maintains financial accounts by processing customer adjustments.
• Recommends potential products or services to management by collecting
customer information and analyzing customer needs.
• Prepares product or service reports by collecting and analyzing customer
information.
• Contributes to team effort by accomplishing related results as needed.
CUSTOMER SERVICE REPRESENTATIVE SKILLS AND
QUALIFICATIONS:
Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market
Knowledge, Documentation Skills, Listening, Phone Skills, Resolving Conflict,
Analyzing Information , Multi-tasking
Jun 11- till Aug 14 working as permanent employee at Enterprise call
centre Team Leader with a wide range of experience in the customer
service. Able to work on own initiative and as part of a team. Proven
leadership skills involving managing, developing and motivating team to
achieve their objectives. First-class analytical, design and problem solving
skills. Dedicated to maintaining high quality standards
The customer service team leader position is responsible for:

4. providing quality and efficient customer service to customers through the
daily management of a team of employees to include hiring, motivating,
recognizing and rewarding, coaching, counseling, training, and problem
solving. Additionally, the position is responsible for assisting the manager
with development, analyses and implementation of staffing, training,
telemarketing, scheduling and reward/recognition programs.
Essential Functions
Reasonable accommodations may be made to enable individuals with
disabilities to perform the essential functions.
Provides daily direction and communication to employees so that customer
service calls are answered in a timely, efficient and knowledgeable manner.
Provides continual evaluation of processes and procedures. Responsible for
suggesting methods to improve area operations, efficiency and service to
both internal and external customers.
Provides statistical and performance feedback and coaching on a regular
basis to each team member.
Writes and administers performance reviews for skill improvement.
Is available for employees who experience work and/or personal problems
providing appropriate coaching, counseling, direction and resolution.
Ensures employees have appropriate training and other resources to
perform their jobs.
Responds to and resolves employee relations issues expressed by team
members.
Creates and maintains a high-quality work environment so team members
are motivated to perform at their highest level.
Addresses disciplinary and/or performance problems according to company
policy.
Prepares warnings and communicates effectively with employees on
warnings and makes effective/appropriate decisions relative to corrective
action as required.
Assists the manager with daily operation of the call center to include the
development, analyses and implementation of staffing, training,
telemarketing, scheduling and reward/recognition programs.
Works as a member/leader of special or ongoing projects that are important
to area/process improvement.
Shares continual responsibility for deciding how to manage the employees,
ensuring calls are handled efficiently and effectively.
Establishes work procedures and processes that support the company and
departmental standards, procedures and strategic directives.
Uses appropriate judgment in upward communication regarding department
or employee concerns.
- Customer service representative.
Program Overview:
The Customer Service Representative Certification introduces
the skills and techniques required to provide exceptional
customer service and support. It applies to both support center
and call center environments. Students will learn call handling
best practices; communication and listening techniques;
documentation, problem solving and troubleshooting skills;
conflict negotiation; and responses to difficult customer
behaviors.

5. Enterprise Call Centre Representative, Customer service
 The job includes also following customer service duties:
• To resolve the customers' complaints on time
• Treat the customers as business opportunities
• Up-selling Mobinil products to maximize the revenue
• Sell value added services to customers
• Coordinate with other departments to solve customers'
complaints.
Aug 14- till Now working as IT Manager on Masa For External
Trading
INTERESTS
Computer and surfing Internet, reading, traveling
PERSONAL INFORMATION
Date of Birth: 7/26/1986
Marital status: Married
Military Status: exempted

6. Enterprise Call Centre Representative, Customer service
 The job includes also following customer service duties:
• To resolve the customers' complaints on time
• Treat the customers as business opportunities
• Up-selling Mobinil products to maximize the revenue
• Sell value added services to customers
• Coordinate with other departments to solve customers'
complaints.
Aug 14- till Now working as IT Manager on Masa For External
Trading
INTERESTS
Computer and surfing Internet, reading, traveling
PERSONAL INFORMATION
Date of Birth: 7/26/1986
Marital status: Married
Military Status: exempted