Marwan Hassan

Seeking a challenging career opportunity to build upon and utilize my previous work experience, personal skills, academic background & leadership skills.

EMPLOYMENT BACKGROUND:-


Work Experience

Quality Assurance Specialist (COPC Certified)→EICC (Etisal International Contact center)
From 01-08-08 till present.

Job Description: (Including but not limited to)

 Monitoring inbound & outbound calls.
 Developing weekly & monthly operational reports.
 Conference calls & meetings with project’s owners.
 Analyzing end user satisfaction.
 Focusing on weakness points & how to develop.
 Performing operational quality audit.
 Filter the results to proper channels as well as generate mutually workable solutions.
 Participate in conducting analysis and recommending corrective actions related to customer complaints in order to eliminate root causes.
 Actively assist in preparing all required procedures and work instructions that will help to achieve high quality service level and method of operations.
 Conducting statistical analysis techniques to analyze the efficiency of operations & identify improvement opportunities.
 Performing application investigation for customer’s complains.
Previous managed Account: Etisalat customer service.
Current managed Accounts: Microsoft, American Chamber, Novartis & Just Windows & Doors (JWAD) projects.

QA & Training Executive (COPC Certified) → RCC (Raya Contact center)
From 01-08-07 till 01-08-08.

Job Description: (Including but not limited to)

 Monitoring inbound & outbound calls.
 Developing weekly & monthly operational reports.
 Conference calls & meetings with project’s owners.
 Analyzing end user satisfaction.
 Focusing on weakness points & how to develop.

Managed Accounts: Cisco Systems, Microsoft (Gulf & Dynamics),
General Motors Middle East, HTC (ME & Europe).

International Account Representative.→ RCC (Raya contact center)
From 26-01-07 till 01-08-07.

 Reach force account.
 Cisco account.
 Microsoft account.
 Orbit account.

EDUCATIONAL BACKGROUND:-

 Graduated from, Talaee language school, Giza, Egypt
(Score 85%).

 Bachelor of Faculty of Commerce & Business Administration, (English section).
Helwan University, Egypt, 2006/2007.

COMPUTER SKILLS:-

 Super user of Microsoft Office, all windows platforms and internet.

LANGUAGE SKILLS:-

 Mother Tongue: Arabic.
 Excellent command of both written and spoken English.
 Fair command of both written and spoken French.

All levels of customer service
COPC Standards
Six Sigma

PERSONAL SKILLS:-

 High communication skills on all levels and roles.
 Self motivated with ability to learn and apply new ideas.
 Creative,enthusiastic and willing to take on increased responsibility.
 Very patient & tolerant to pressure.
 Act professionally while maintaining a good sense of humor.
 Highly adaptive to changing environment and new challenges.
 Ability to work in off city locations or branches.