1. Mahmoud HamzaCurriculum Vitae
Personal details
Name:
Mahmoud Mostafa
Hamza
Address:
5 Tobgy Street-Dokki-Giza
Tel: +201272112211
+2037496101
Email:
mahamza149@gmail.com
hoka_hamza@yahoo.com
DOB: 14-Sept-1983
Nationality:Egyptian
Marital Status:Single
Religion:Muslim
Military Service:
Exempted
Education and Qualifications
 High School Ramsis language school graduated 2000/2001
score 84%
 University Modern Academy for Computer Sciences &
Management Technology - Maadi
 Faculty Management Information Systems (MIS)
 Grade Good
 Project grade Good
Profile and Career Objectives
I am an enthusiastic and willing person with a strong passion to seek a
career path. I am seeking to join a challenging job within a successful
organization in which I can utilize in according to my abilities & performance
efficiency posing a varied skill set I have proven.
My career aspirations are to continue improving my skills set and knowledge.
Also in addition to continuing personal progression and improvement,
growing within service support delivery it has been discovered that superior
leadership skills is extremely essential to meet my career aspirations.
 Arabic Mother Tongue
 English Fluent
 French Beginner
Language Skills

2. References
Available on request
Work Experience
March 2015 till Present
Company: Mobinil (The Egyptian Company for Mobile Services)
Job Title: Associate, Sales Processes & Enhancement
“Re-Branded on March 2016”
Company: Orange (Orange Egypt for Telecommunications (SAE))
Department: Sales Development Team
Duties & Responsibilities:
 Lead projects to avail new sales, collection and support channels for Orange DSL
product in Orange retail, complementary and third parties.
 Lead projects to improve Orange DSL processes and systems in differentsales &
collection channels.
 Lead projects to support Orange reseller’ssales & collection operation in Cairo,
Alex and governorates.
 Lead communication betweencommercial and technology departments to
enhance sales tools & systems.
 Manage granting differentsystems the required user’s access & privileges.
 Perform full analysis for Orange DSL sales & collection through retail and
complementary to find out sales weaknesses or strength areas in different
channels.
 Creating, organizing, Implementing, and monitoring E-Quizzes to all representatives
on quarterly basis and managing the E-Quiz results reports & full analysis.
 Participate in testing and piloting of performance improvement solutions and
other processes necessary to evaluate the effectiveness of training courses,
materials for work needs.
 Document and monitor business processes, business rules, metrics and
standard operating procedures as a result of improvement initiatives.
 Coach and support project team members in use of tools and methodologies.
 Facilitate and provide specialist process improvement advice to business units
via targeted workshops to identify and resolve specific issues that are critically
impacting business customers and require urgent resolution.
 Track all stages of the sales process from identification of leads, making
prospecting calls, follow up calls and emails/face to face meetings if necessary
to obtain key information.
 Present regular reports and other related performance feedback.
 Ensure effective internal communication within Sales, Project Management and
Customer Relations teams

3. References
Available on request
Work Experience
 Business development and services expansion reporting on monthly basis
 Support the organization in identifying and implementing process improvement
opportunities to enable optimal services to be delivered to our customers.
 Enable the management and delivery of projects focused on improving
processes the Team utilizes a well-structured set of tools and methodologies.
 Direct multiple projects, assist in development of staff and play a key role in
influencing change within and across business units
 Engage with all sales teams to build up the sales forecast and perform a full
analysis & reports to monitor the ADSL sales inside Orange Shops.
Purpose of the job
 Expand Orange DSL Sales & Collectionchannels in Cairo, Alex and governorates.
 Develop tools and systems to enhance sales & collection processes.
 Support Mobinil retail to achieve their Orange DSL sales targets.
 Working on retail integrations between Orange DSL and other support teams for
enhancing the processes

4. References
Available on request
Work Experience
July 2012 till March 2015
Department: Sales Development Team
Job Title: Training & Process Enhancement specialist at LINK dsl (Mobinil group)
POSITION SUMMARY
 The Training Specialist will be responsible for investigating, evaluating,
developing and implementing training programs to meet the changing and
evolving needs of the organization.
Main duties
 Conducting trainings to all sales and broadband at LINK dot NET & Mobinil.
 Responsible for the development and implementation of training curriculum
including development and enhancement of new hire training and
management and leadership training.
 Provided training and updated it to ensure effectiveness of same.
 Coordinating with Mobinil on all new products training issues.
 Involved in all new products workflows at both companies.
 Developing and enhancing all sales and customers service work needs.
 Participate on solving & replying all sales and customer service inquiries
regarding application problems and errors & workflows.
 Implementing E-Quizzes to all representatives on quarterly basis.
 Developing representative’s skills and knowledge with quiz reports by
working on the negatives that has been extracted from the quiz reports.
 Participate in testing and piloting of performance improvement solutions
and other processes necessary to evaluate the effectiveness of training
courses, materials for work needs.
 Provides recommendations and communicates to appropriate leaders,
teams and committees.
 Participate and/or assist in the development and implementation of the
Quality Assurance Programs and educate new and existing staff on the
Quality Assurance Programs as needed.
 Support the launching of new programs and business initiatives to ensure
staff is appropriately trained and prepared to execute against the
organization’s strategic and succession plans.
 Coach and support project team members in use of tools and
methodologies.
 Document and monitor business processes, business rules, metrics and
standard operating procedures as a result of improvement initiatives.
 Deliver process improvement training to staff.
 Facilitate and provide specialist process improvement advice to business
units via targeted workshops to identify and resolve specific issues that are
critically impacting business customers and require urgent resolution.

5. April 2011 to July 2012
Job Title: Training Coordinator
 Engaging on Conducting Training to New hired Ushers, CS
Representatives & Mobinil Representatives & Ushers after Merging
Link Dot Net with Mobinil as per Shops Operation manager’s
delegation.
 Conduct training materials for all workflows & Processes, dealing with
customers, representatives mistakes & rules, How to Retain Cancelled
or Need to Cancel customers & ways of convincing customers,
reporting to operation manager.
 Enhancing new workflow for both sides Mobinil & Link Dot Net
 Updating Link dot Net’s knowledge base with all Work Flow.
 Revising WF on monthly basis
 Handling all Link Dot Net Shops inquiries about all new WF and new
promotions via mail.
 Coordinate all Link Dot Net new products training sessions with other
departments that will attend the training.
September 2007 - April 2011:
Job Title: Customer Service Representative -face2face
Job Description:
 Handling all customerrequests( change speed , switching ADSLservices to
otherplaces , compensations,following up on problems,handling technical
issues,domains,hosting,suspensions,etc..).
 Reporting to seniorson daily, weekly & Monthly basis.
 Assigning technicaland financialissuesthrough CRM(MicrosoftApplication)
to the concerned departments.
 Suggesting newworkflow ideasto Operation Manager.
 Handling all area new & old subscriptionsissues.
 Respond to all clients complainsand inquiries.
 Achievethe sales & Retention targets assigned perquarter(Best achiever4
yearsin a row).
 Attemptto retain customersasking forcancellation.
 Providesa daily report to the CSOmanagerwith all prospectsand closed
cases.
 Reporting service performance&customer’ssurveys.
 Supporting technicalsupportteamin rush hours.
 Supporting Cashiersteamin rush hours
 Attractspotentialcustomersby answering productand servicequestions;
suggesting information aboutotherproductsand services.
 Maintainscustomerrecordsby updating account information.
 Resolvecustomercomplaintsvia phone,email,orface to face2face.
 Maintainsfinancialaccountsby processing customer adjustments.
 Resolvesproductor service problemsby clarifying the customer'scomplaint;
determining the causeof the problem; selecting and explaining thebest
solution to solvethe problem;expediting correction or adjustment;following
up to ensureresolution.

6. January 2007 - September 2007:
Job Title: Usher POS “Point Of Sale “Gezira Sporting Club”
Job Description:
 Making newsubscriptionsto club members.
 Adding requests&followsup on all club new subscribers.
 Collecting customer’smonthly instalmentsin thePOS.
 Handling all marketing and salesissuesin the club.
 Monitoring & Troubleshooting thePOS’sPCs -software&hardware-.
 Handling club internet services.
 Monitoring club wireless connections.
June & July 2004 & 2005:
American University in Cairo AUC
Job Title: Supervisor
Job Description:
 Superviseon Old ageclasses –16 yearsand above.
 Supporting juniorsin all classes.
 Speaking & practicing with juniorsall time in English.
 Reporting to theHead Supervisorsa daily reportson the juniorsmannersand
problemsif occurs.
 Superviseon the PA at the end of thesession.
- Technical
- DSL technologies
- CRM ”Customer Relation Manager”
- Great Plains “GP”
- MRTG
- Siebel
- Win-Cash
- Computer:
- Microsoft Word, Excel, Power point, Visio
- Windows 98, ME, 2000, XP, Vista and 7
- Perfect knowledge of Internet
- SPECIAL SKILLS
- Functional knowledge of PC based products
- Self-motivated and highly organized
- History of working with integrated teams
- High attention to detail
LINKdotNET

7. Extra-Curricular Activities:
CUSTOMER SERVICE SKILLS
- Delivered superior customer service while working with clients on a
daily basis for various new and on-going training projects.
- Served as a role model to training participants on how to provide
exceptional customer service.
- Internet researching
- Travelling
- Swimming
- Fishing
- Reading
- Learning languages
- Trainings
- Football
- Business Analysis Essentials “Global Knowledge”
- TOT “Train Of The Trainer” “Internal Training”
- Communication skills. (Four courses @ Link Dot Net)
- Customer Service Skills (Two Courses)
- Direct Sales (Two courses)
- Goal Settings
- Internet trouble shooting
- Leadership skills
- Conflict Management
- Negotiation Skills
- Problem Solving
Training Courses: