Mobile (+2) 012 1255997E-mail : klawindy@mobinil.comAddress: 15, Dr. Mahmoud Fahmy Hegazy St, Arizona – King Faisal St, Giza – Egypt

Karim Atef Lawendy

Personal Info

Marital status: Married. Nationality: Egyptian. Place of Birth: Cairo. Date of Birth: 8 February 1984. Military service: Completed at 1/12/2005

Objective

Seeking a job opportunity with a rewarding position where I can

utilize my skills and which I can insure a successful career in an

interactive environment allowing a good opportunity for growth and

increasing my experience.

EducationUniversity: Faculty of Tourism & Hospitality industry, Cairo University May 2004.

Professional experience

Working as a Customer Service Team Leader from 27/5/2009 till presentResponsibilities:1- Help team members in handling difficult cases & angry

customers2- Seek accurate information from other departments on

customers’ inquiries & communicate it to the team members3- Perform regular follow up on Reps’ punctuality (login, logout,

breaks & attendance)4- Prepare the daily & night shift handover to ensure a smooth

running of work flow 5- Prepare the daily performance reports for team members

(CMSHold regular meetings with his/her team to strengthen communication & ensure that the same objectives is shared among all

6- Prepare the overtime sheets on a monthly basis & maintain a record for the annual, sick & emergency leaves

7- Make sure that Reps info. is up-to-date using intranet briefings & breaking news utilities

8- Report the out of order stations (PC’s, key boards, mouse…etc ) to the CS Technology Team to repair

9- Log in during the shift (as agreed in the what form) to minimize the LCR & maintain a continuous active contact with customers

10- Check, regularly, the mail for new information replying back effectively & efficiently

11- Escalate, properly, problems to the right channels as and when required

Customer Service Representative, from December 2006 till May 2009

Responsibilities:

1. Responding telephone inquires from the first class customers, providing them with all needed information about their dials & handsets.

2. Adding and deleting all needed services for customers.

3. Handle all the customers’ complains and remodeling them to be reported to the technical departments

4. Follow up & guide the prospect customers to the suitable solutions that fit their usage and also the company targets.

5. Handling the angry customers and absorb their anger.

Rotations

1. Rotation at First Class Department from 15/10/2007 till 3/2/2008.

2. Rotation at Fraud Department from 15/10/2010 till 31/12/2010.

3. Rotation at the Human Resources & Administration Department – New heirs trainer.

Achievements in Mobinil.

1. Best Call Center Agent (August 2007)

2. Best First Class Agent (December 2007)

3. Best call center agent (November 2008)

Previous work experience

Work as a Sales Representative at Alico (American Life Insurance Company)

From 1/1/2006 till 1/4/2006

Work as "Customer service operator" atNestlé Waters Distribution Company S.A.E

From 1/5/2006 till 1/9/2006.

Training Courses

- English course - The British Council

- E–Learning courses ( Skillsoft- Orange ) :-

New Features Review of Microsoft Office XP

Communication Skills to Fast-track Your Career

Identifying What the Customer Wants

Communication Skills for Resolving Conflict

Inbound Call Centers: People Management

Computer Skills- Excellent Working Knowledge of Microsoft Office

- Internet User skills.

LanguagesArabic (Mother Tongue)English (Very Good)

ProfileCommunicative, teamwork oriented, hard worker, Ambitious, Self-motivated and top producer Willing and ready to work in a computer-based environment.

References submitted upon request