cv (nusair)

An enthusiastic and motivated professional with experience and knowledge across varied areas of business management and customer service. An exceptional leader, who can manage projects from conception through to successful completion.

Mar 2007 – Present: Contact Center Supervisor at Y-Telecom s.a, Sana’a, Yemen.
Accountable for the day-to-day operation of the contact center, including meeting service level objectives and maintaining an effective and efficient operation. Review and prepare periodical reports on the daily and Monthly work activities. Training, Motivation, Performance appraisal and development of Contact Center Agents. Assists in the implementation of the Contact Center policies and procedures. Update and share the Unit objectives with the contact center agents. Build-up an effective team spirit that maintains high standards, ensuring that a professional and efficient service is provided.

Dec 2003-June 2006: Section leader at Wilkinson, Kingston, London, UK.
The position involves responsibility for maximising every sales opportunity by promoting the highest standards of customer care and recognising potential development and staff to help create their own successful and productive team.

2001-2005: B.Sc.(Hons.) in Computing with Business Management from Kingston University, London, UK.

Modules include: Business Environment, Marketing Management, Business to Business Marketing, International Marketing, Human Resource Management, Organisational Behaviour, Corporate Strategy, Accounting in Business Context, Project Management and Personal Skills, Mathematics and Statistics, Introductory to Data Analysis, HTML programming and Internet Tools, Databases.

2000-2001: Access to Higher Education Certificate from South Thames College, London, UK.

Level 2 Credits: 6 Level 3 Credits: 14
Subjects: Computer Application, English, Maths, Communication Skills, E-commerce, Programming, Operating Systems and Business Studies.

1991-1995: High School Certificate from Maarab High School, Aden, Yemen Republic.

8 passes (Grades A-C) including Mathematics, English and Arabic languages.

2007: Microsoft Office 2007, New Horizon Computer Learning Center, Sana’a, Yemen.
Ms Office 2007: Windows XP, Word, Excel, Access, and Outlook.

2000: BA Fares & Ticketing, West London College, London, UK.

1998-2000: Advanced Level in English Language at London Study Centre, London, UK.

Communication
A confident communicator both at work environment and in personal life. Good writing ability and enjoy presenting information to individuals and groups. Willing to try new methods to present ideas and develop additional skills.

Problem Solving
Development of strong analytic and diagnostic skills as part of the degree course. Also working on the contact center and help desk at Wilkinson, taught me to find solutions to customer problems in a calm and efficient manner.