Account Advisor with 1.5 years experience in customer service and technical sales

Seeking a challenging job that would be full of new knowledge so as to gain more experience, develop myself and enhance my skills for the benefit of the organization.

o (Dec. 2011 – Current) Working in Cisco Pre-Sales account, Raya Contact Center
as an Account Advisor and Co-Trainer, performing the following duties:
 Cisco MENA Pre-Sales Help Desk where customers' network requirements are handled through different types of transactions: Outbound Calls, Inbound Calls, Chats and Webforms.
 Profile customers correct data, exploring their needs while offering Cisco wide portfolio of products and solutions.
 Send customers details, notes and requirements to the sales team along with basic technical assistance and recommending multiple solutions that can suit customers’ needs.
 Coordinate with the project trainer to deliver any PK updates received from the operations/client.
 Assist the main trainer to deliver certain parts of the PK training to the new comers/internal transfers.
 Assist team members towards PK inquiries and on-the-job duties.


o (Dec. 2009 – April 2010) Worked in Vodafone Australia (Vodafone Egypt VIS, Wasla Contact Center) as an International Account Advisor, performing the following duties:
 Act as a frontline interface with customers of Vodafone companies worldwide.
Role involves responding to customers over the phone and resolving their inquiries. The main purpose is to facilitate and provide a Vodafone global customer service standard.
 Own and manage the client relationship: resolving calls efficiently and effectively.
 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.
 Meeting service level in handling all transactions measured through productivity reports.
 Mentor and support new employees.

o (2005-2009) B.A. in English language and literature, Faculty of Al-Alsun (Languages) , Department of English, Ain Shams University, General Estimate: Good.

o(Sep. 2011 – Dec. 2012) Foundation Certificate in Human Resources Management - The American University In Cairo (AUC), School of Continuing Education (SCE).

o(Sep. 2012) CSE Certified (Cisco Certified Sales Expert).

o(Nov. 2011 – Dec. 2011) Professional Certified Trainer (PCT), The American University In Cairo(AUC), School of Continuing Education (SCE).


o(July 2011 – Oct. 2011) Foundation Certificate in Written Translation and Simultaneous Interpreting – The American University In Cairo (AUC), School of Continuing Education (SCE).

o(Nov. 2008 – Aug. 2009) completed the Data and Voice paths in EDUEgypt program under the supervision of Ministry of Communication and Information Technology, Information Technology Institute.

o(Aug – Oct. 2008) International Computer Driving License (ICDL) – Ministry of Defense’s Information Systems Institute (ISI), supported by UNESCO.