Engy Yasser Ahmed Fathy
Address: 4 Melsa Building, Ard el Golf, Cairo, Egypt.
Telephone: 02- 24145583.
Date of Birth: 29-08-90.
Marital Status: Single.
Aiming at promoting and enhancing my professional skills and career in leading companies,
where I can utilize my relevant academic background and my work experience in the desired
field, to develop myself and the business I will work for.
Bachelor degree, Faculty of Commerce, English Section, Ain Shams University.
American Diploma - Rajac American School.
Excellent Software and Hardware experience.
Proficient use of Microsoft Office applications such as Word, Excel and PowerPoint.
Wide knowledge of Internet searching and browsing.
Fluent Arabic (mother tongue).
Fluent English spoken and written.
Employer: Multipharma for Pharmaceuticals and Chemicals
Duration: May-2015 to Present.
Position: Purchasing and Logistics Specialist – Importation Department.
Interfaces with Product Line Planning Manager to plan and prioritize purchasing activities.
Reviews planned orders and create requisitions for purchased items, and manage approval
Transmits and prioritizes approved purchase orders and supporting documents to supplier.
Tracks order acknowledgement, prepares and communicates shortage and backlog reports,
and provides visibility of potential interruptions to internal customers.
Tracks orders and confirms system lead times, delivery dates, and costs.
Reviews, updates, and maintains purchase orders until they are closed.
Ensures orders adhere to supplier agreements and contracts; reports nonconformance’s.
Leads finance and logistics staff in resolving reception and invoice discrepancies.
Identifies opportunities and implements actions to achieve efficiencies.
Contributes to consolidation, reduction, and rationalization of the local supplier base.
Organizing all shipments in line with company requirements.
Ensuring the integrity of import / export documentation such as Bills of lading, GSP certificates
Commercial invoices and packing lists.
Timely preparation of import documentation and authorization for HMRC for all air and sea
Preparing and maintaining a delivery schedule and communicating to all relevant departments.
Deliver against departmental KPIs.
Verification of all freight invoices.
Maintenance of system data requirements and ensuring integrity at all times.
Maintenance of records.
Continual review of shipping dates and reporting exceptions.
To review the ‘value’ offered by existing suppliers, ensuring purchasing remains globally
Assisting with the re-negotiating of terms of business/service level agreements and
performance evaluation and taking corrective action as required.
Any other reasonable duties which may be required by management from time to time.
Employer: Ahli United Bank-AUB
Duration: October-2014 to April-2015.
Position: Treasury Back Office Officer
Exercise all activities related to Treasury Back “Money Market & Foreign Exchange”.
Daily monitor our bank trading limits with correspondents & other banks to be sure of not
Handling EGP reserve ratio 10% through managing cash flow & RTGS transactions.
Manage Treasury Bills (Primary Market Portfolio) Settlements.
Review all Routers deals transactions made by our bank Dealing Room with other Banks.
Daily Confirm the end of day balance of free market FX Trading with Dealing Room.
Upload bank daily & monthly rates.
Performs other related duties as assigned.
Provide honest, direct, and constructive feedback to others.
Maintain awareness of different economic, financial, and banking conditions.
Keep knowledge of CBE regulations, accounting procedures, as well as various payment
Employer: Ahli United Bank-AUB
Duration: March-2012 to September 14
Position: Back Office Officer
Handles all the operations documentations (L/Gs – Swifts- Bank Drafts ...).
Opens mail, screen contents, categorizes in order of priority and importance & passes them
to concerned staff in the branch. Dispatches letters and other correspondence.
Handles signature authentication & issuing balance certificates.
Delivers all necessary documents to C.P.U and follows up prompt reply.
Maintains custody of credit cards. Distributes them to the respective
Feeds back the Assistant Branch Manager with the customer complains /
suggestions and proposes applicable alternatives if possible, to enhance the
Covers Clearing Cheques Sessions
Maintains internal transfers (between accounts and suffixes).
Manages C.D’s & T.D’s (Creation, Maintaining Rates, Increasing,
Decreasing, and Broken Deposit).
Keeps knowledge of CBE regulations, accounting procedures, as
well as various payment systems.
Handles returned cheques (In & Out).
Employer: Tele performance Egypt – Samsung Electronics UK
Duration: June 2010 – February 2011
Position: Operations Specialist
Launching the Notebooks department as a technical support senior advisor.
Launching the emailing and online support team as an IT specialist.
Promoted to Operation Specialist.
Measuring Customer Experience:
Creating the feedback form and setting the measures by which the Quality team measures the
Listening to agents' calls and measure the customer experience throughout the call.
Handling the received inquiries and feedback form challenges sent to the quality team.
Enhancing Level of Knowledge:
Organize and effectively deliver regular calibration sessions with agents/supers as scheduled
by management team.
Document calibration outcomes & communicate to relevant attendees/parties.
Meet & take full ownership of assigned work streams/task deadlines while updating
team/supervisor in the process and aligning on progress (e.g. Agent Development Plan,
Quality Reference Guide, Tickler Consistency Initiative, Training Bouquet Development &
Training Procedural Manual, etc.).
Maintain a constructive, positive and win-win relationships with all internal team members &
Model VBO in peer to peer and internal customer relationships.
Use an on-target feedback delivery approach when communicating quality feedback
/knowledge to peers.
Contribute to the development and delivery of the monthly quality presentation and monthly
QE piece of business review as assigned.
Deliver owned reporting section of each month's scheduled presentations.
Deliver/Follow-Up on actions stemming out of Quality Committee.
Employer: Vodafone Egypt, 6th of October, Giza
Duration: June 2008 – June 2010
Position: International Accounts Senior Advisor (Flyer)
Overall Work Experience:
CS Agent in the International Accounts Outbound campaigns.
CS Agent in the International Accounts technical support Call Center in Australia.
Flyer and a technical support senior advisor.
Launching the International Accounts, Off shoring, Outbound Campaigns project.
Launching the networks queue for VF-AU, Inbound Call Center project.
Launching the I-phone support queue for VF-AU, Inbound Call Center project.
Launching the customer care queue for VF-AU, Inbound Call Center project.
Act as the Backup line interface with customers of Vodafone OP Cos.
Facilitate and provide a Vodafone global customer service standard.
Mentor and support new employees.
Taking all escalated and high level calls from all employees in case further assistance to the
customer is required.
Own and manage CRM: resolving calls efficiently and effectively.
Meeting service level in handling all transactions measured through productivity reports.
Enhancing the agents’ level of knowledge and competence through different trainings and
Creating daily, weekly and monthly reports for agents performance, AHT, NR, ACW, ATT,
adherence and conformance, to monitor the agent’s level of performance and competence
and working on it in case needed.
Communicate positively with all involved parties in order to facilitate customer's reception of
the expected distinguished service.
Create and promote an environment that fosters both individual and team advancement to
ensure the outstanding delivery of customer service.
Use the job tools effectively.
Accuracy in handling all assigned tasks.
Excellent Negotiation, interpersonal and communication skills.
Presentable, Self-motivated, work oriented.
Ability to handle multiple tasks.
Capability to work under high pressure.
Traveling and exploring different cultures
*References are available upon request.