1. Cover letter
My name is yasmine eissa 28 years old graduated from Cairo university faculty of
commerce accounting department (grade good) 2010
Took English course my secondary school was houda sharawy language school
Worked in Vodafone Egypt as a senior agent for 3 year
HR Specialist with Vodafone outsourcing team.
Certified Six Sigma green belt
Working in Etisalat as call center agent for prestige customers ,then acting
Team leader at Etisalat contact Centre UAE
Associate manager at Sutherland global service
2. Y A S M I N E M A H M O U D E I S S A
ST. El-shekh Rashed Ben Hameed Alawal
Seeking a challenging position to utilize and enhance my skills and experienc
e at a large organization through which I can work efficiently in a dynamic en
vironment to prove myself.
2006-2010 Cairo University Giza, Egypt
Faculty of Commerce,Accounting Dept.
Certified Six Sigma green belt
3. Computer Skills:
Excellent Knowledge of MS office (Word, Excel, Powerpoint,Access)
Very Good Knowledge of internet and photo shop
Native language Arabic
Very Good command of both written and spoken English
Oct 10-Feb 11 Basic Business Skills Acquisition (BBSA) Cairo, Egypt
Sponsored by the Future Generation Foundation (FGF)
Developed Language and Computer Skills
Enhanced Presentation & Project Development Skills
Acquired Basic Business Skills including: Marketing, Sales,
Banking, Accounting, Business Correspondence and Report Writing.
2010-2012 (Vodafone Egypt ) telecommunication Company
Senior customer care representative
Worked in Vodafone as a call center agent 2011
Nominated to team leader
Transfer to premium and platinum back office team in
Vodafone EG till2013
Sep.2013 in etisalat call center for prestige customer
Act as HR Specialist with Vodafone outsourcing team.
All human resource activities to include employment,
compensation, labor relations, benefits, and training and
Orientations Sessions & Presentations for Employees,
Tracking Employees Attendance,
Handling papers of Resigned Employees (Forum 6).
Handling Employees Medical insurance procedures
Interview job applicants; review application/resume;
Documentation and job evaluation systems.
Prepare process and distribute payroll.
Design and conduct new employee orientations.
2013-2014 (Etisalat UAE ) telecommunication Company
Senior customer care representative – Prestige Section
First class customer support
·Internet technical support
·Blackberry and iPhone technical support
·Domain and web hosting technical suppot
·Landline technical support.
My responsibilities include:
· Provide Etisalat pre-paid and post paid customers with all
required information regarding services, products, and new
·Handling customers complaints and follow up with the
customers to make sure that the problem has been resolved and
customers are satisfied
·Provide customers with right recommendations and actions.
leader for 3 months
and currently support training team
2014-2015 (Etisalat UAE ) telecommunication Company
Officer customer care– Prestige Section
Be available to affect the entirety of the team's operations.
Manage by walking around. Be visible to answer questions.
Take calls that your agents can't handle and be available
when an agent appears to need assistance.
Monitor queue and track inbound calls. Keep agents aware of
inbound calls, calls waiting, abandonment rate,etc.
Motivate and encourage agents through positive
communication and feedback
Meet at least once each week with your team. At a minimum,
review the following topics:
Review the past week's events, including statistics, results
and industry news.
Disseminate new product information to the agents.
Discuss a sales theme or point-of-interest topic for the agents.
Introduce new staff members.
Present commendations and awards.
Communicate company information.
Answer questions and comments.
Provide agents with a glimpse of future weeks.
Perform at least one monitoring evaluation with each agent
every two weeks
Monitoring the agent.
Reviewing the agent's performance with the agent. Use a
formal monitoring checklist.
At the conclusion, copy the checklist and put it in the agent's
Give the original checklist to the agent.
Keep track of attendance, daily statistics, paid time off, sick
Ensure administrative bookkeeping is accurate.
5. Create and maintain files on each agent as they relate to
attendance,production, and reviews.
2016 - Sutherland global services Associate Manager at (Abu-dabih com
mercial Bank )
Ensure complete understanding ofthe Voice operations and KPIs
Ensure all SLAs are met as agreed with stakeholders
Implement ways to continuously improve service delivery and exceed stakeh
Liaise with SGS & client teams to ensure smooth operations
Maintain professional and consistent communication with the client
Understand client expectations and guide team to achieve them
Work as a liaison point between the client and SGS in achieving program g
Manage employees and the business to build trust and credibility with the sta
keholders and demonstrate commitment to them
Create opportunities for the team, cross functional and group working to ach
ieve business results
Actively participate in and manage implementation of new processes in the
Ensure reports are sent on time with 100% accuracy at all times
Date of Birth: 5101988
Marital Status: Married
2. Nationality :Egyptian
3. Date of Birth: 10-may-88
4. Marital Status married. Without babys
5. Languages English/ Arabic
6. Availability: immediately
7. Point of Origin :UAE -Ajman
8. Visa Status :resident
6. 9. Driving License: yes
10. Current Designation team leader. Call center in etisalat
11. Current Location UAE Ajman