ALZAHRAA OSAMA ABDELRAOUF HASHEM
CRM Administrator
Giza
Summary
Seeking a challenging career path with advanced potential,where my academic studies ,training and past-related experience within various environments can be utilized and applied to achieve the optimum.On Top of this, I am eager to learn new material, skills, and ways to leverage the CEO's and other senior executives' time. Right now I want to join an ambitious company that is looking to recruit an Office Manager with the bags of enthusiasm and motivation needed to ensure the smooth running of their office.
Overview
14
14
years of professional experience
6
6
years of post-secondary education
4
4
Certifications
1
1
Language
Work History
Telemarketing and Customer Care Regional Supervisor
Bioswiss group
Cairo
10.2023 - Current
- Ensure proper staffing by hiring and training call center employees
- Make sure employees comply with all call center policies
- Prepare call and answer scripts for employees
- Perform employee assessment and performance evaluations on a regular basis
- Organize seminars and workshops for employees to attend
- Report to senior management on a weekly basis
- Study data on main customer issues and to draw up plans to solve such issues
- Continually improve current processes to increase productivity and customer satisfaction
- Oversee the correct filing and documentation procedures of employees
- Develop a strong understanding of the companies' products
- Microsoft Office
- Monitored inventory levels closely, implementing effective stock control measures to minimize losses from excess or obsolete products.
- Analyzed market trends to identify new growth opportunities for business expansion within the region.
- Collaborated with cross-functional teams to optimize overall business operations within the region.
OFFICE MANAGER & SALES AND MARKETING REPRESENTATIVE
Ni Advertising Group
03.2022 - 06.2023
- HR Management
- Office Administration
- Administration
- Presentation Skills
- Team Motivation
- Problem Solving
- Housekeeping
- Buffets
- Meetings
- Reception
- Customer Service Representatives
- Customer Relationship Management (CRM)
- Customer Service Management
- Customer Experience
- Sales Management
- Administration
- Communication
- Problem Solving
ENGLISH TEACHER
O Baby Academy
01.2019 - 02.2020
- Teaching Toddlers & pre school student
OUTBOUND SALES SPECIALIST
Raya Center
05.2017 - 08.2018
- Worked on Etisalat Project outbound
- Skills: Customer Service Representatives
- Customer Relationship Management (CRM)
- Customer Service Management
- Administration
- Communication
OPERATIONAL MANAGER
Engzely
04.2017 - 11.2017
- Customer Service Representatives
- Customer Service Management
- Customer Experience
- Sales Management
- Administration
- Team Motivation
- Communication
- Problem Solving
- Reports
- Document controller
GM OFFICE MANAGER & TOUR CONSULTANT
Season Glory Travel Agency
06.2016 - 04.2017
- Taking responsibility for all the administrative processes within the office, and for assisting Senior Managers in setting measurable objectives and key performance indicators
- Duties:
- Overseeing the smooth and efficient running of all aspects of the office
- Liaising with couriers, dispatch teams, and managing the post in and out
- Assisting in the coordination of all recruitment activities
- Establishing stationery requirements for the Office
- Overseeing the payroll function to ensure it's complete and accurate
- Processing of all the payroll on a monthly basis
- Actively working to promote equal opportunities and diversity
- Identifying the training and development needs of staff
- Arranging conference calls for senior managers
- Implementing company policies and ensuring employee compliance
- Coordinating and communicating activities for the Office, including all employee events
- Recommending changes in office practices and procedures
BUSINESS OFFICE MANAGER & HR-DIRECTOR
Revive Medical Center
09.2015 - 06.2016
- Provided general administrative support to enable the smooth and effective running of the Medical Center by undertaking any duties and tasks appropriate to the role
- Duties:
- Hire and train administrative staff to monitor and evaluate staff performance
- Schedule staff to meet operational requirements
- Oversee payroll
- Establish office policies and procedures
- Implement and monitor office policies and procedures
- Manage insurance contracts and ensure compliance with contracts
- Responsible for facility cleaning, hygiene, safety and maintenance
- Control removal of medical waste in compliance with regulatory requirements
- Ensure compliance with current healthcare regulations, medical laws and ethics
- Keep track of equipment and devices and manage inventory
- Liaise with vendors regarding equipment and supplies
- Ensure patient records are current and accurate
- Supervise patient scheduling
- Oversee registration of patients
- Supervise medical coding, medical billing and banking
- Provide education material to patients
- Communicate with patients regarding inquiries and complaints
- Ensure patient satisfaction
RETAIL ACCOUNT MANAGER (PART-TIME)
Premium Card
10.2015 - 04.2016
- Sales
- Executive Administrative Assistance
- Customer Support
- Customer Service Representatives
- Customer Relationship Management (CRM)
- Customer Service Management
- Customer Experience
- Sales Management
- Administration
- Presentation Skills
- Communication
- Problem Solving
HR COORDINATOR
Alamia Group
04.2015 - 09.2015
- HR Management
- Administrative Assistance
- Office Administration
- Administration
- Presentation Skills
- Communication
EXECUTIVE-SECRETARY (ADMIN ASSISTANT)
Haidy-lena for medical industries
11.2013 - Current
- Manage the whole administration affairs
- Handling administrative requests and queries from senior managers
- Write and distribute email, correspondence memos, letters, faxes and forms
- Order office supplies and research new deals and suppliers
- Liaise with executive and senior administrative assistants to handle requests and queries from senior managers
- Submit and reconcile expense reports
- Handle housekeeping, buffets, maintenance
- Update and maintain office policies and procedures
- Develop and maintain a filing system
ASSISTANT
Sadat Academy
12.2012 - 12.2012
- Worked as an assistant for DR
- Abdel Kader Hamam (The head of the Department of Behavioral Sciences)
SALES ADVISOR
GIG | Arab Orient Insurance Company
03.2012 - 05.2012
- Customer Service Representatives
- Customer Service Management
- Customer Experience
- Sales Management
SALES ADVISOR
Vodafone Egypt Retail
09.2010 - 03.2012
- Customer service face-to-face at stores
- Skills: Customer Service Representatives
- Customer Relationship Management (CRM)
- Customer Service Management
- Customer Experience
- Sales Management
- Administration
- Team Motivation
- Communication
- Problem Solving
- Handling the store training
- Handling the regular issues with our customers
- Dealing with cash and marketing tools and product
Education
Bachelor Degree - Human Resources
Sadat Academy for Management Sciences
01.2006 - 01.2010
Master's Degree - green strategic human resources and it's relation with sustainable development and green supply chain
Sadat Academy for Management Sciences
Pre- Masters - undefined
Sadat Academy for Management Sciences
01.2012 - 01.2014
TOEFL - undefined
Sadat Academy
Certificate in field of customer service - Recommend the Best
Innovation
English Courses - general English Language Courses
The American University in Cairo, School of Continuing Education
06.2009 - 09.2009
Skills
- Customer Service Representatives
- Customer Relationship Management (CRM)
- Customer Service Management
- Customer Experience
- Sales Management
- Administration
- Team Motivation
- Communication
- Problem Solving
- Presentation Skills
- HR Management
- Office Administration
- Document Control
- Telemarketing
- Microsoft Office
- Innovation
Customer acquisition
Workload prioritization
Training and mentoring
Employee motivation
Task delegation
Staff development
Policy implementation
Customer development
Employee engagement
Goal oriented
Corporate social responsibility
Customer service
Staff discipline
Decision-making
Verbal and written communication
Staff management
Team building
Schedule development
Performance management
Attention to detail
Documentation and reporting
Public speaking
Strategic planning
Analytical thinking
Relationship building
Inventory control
Quality control
Data analytics
Coaching and mentoring
Certification
CRM Innovation, Certificate in field of customer service, 01/01/10
Timeline
Telemarketing and Customer Care Regional Supervisor
Bioswiss group
10.2023 - Current
OFFICE MANAGER & SALES AND MARKETING REPRESENTATIVE
Ni Advertising Group
03.2022 - 06.2023
ENGLISH TEACHER
O Baby Academy
01.2019 - 02.2020
OUTBOUND SALES SPECIALIST
Raya Center
05.2017 - 08.2018
OPERATIONAL MANAGER
Engzely
04.2017 - 11.2017
GM OFFICE MANAGER & TOUR CONSULTANT
Season Glory Travel Agency
06.2016 - 04.2017
RETAIL ACCOUNT MANAGER (PART-TIME)
Premium Card
10.2015 - 04.2016
BUSINESS OFFICE MANAGER & HR-DIRECTOR
Revive Medical Center
09.2015 - 06.2016
HR COORDINATOR
Alamia Group
04.2015 - 09.2015
EXECUTIVE-SECRETARY (ADMIN ASSISTANT)
Haidy-lena for medical industries
11.2013 - Current
ASSISTANT
Sadat Academy
12.2012 - 12.2012
SALES ADVISOR
GIG | Arab Orient Insurance Company
03.2012 - 05.2012
Pre- Masters - undefined
Sadat Academy for Management Sciences
01.2012 - 01.2014
SALES ADVISOR
Vodafone Egypt Retail
09.2010 - 03.2012
English Courses - general English Language Courses
The American University in Cairo, School of Continuing Education
06.2009 - 09.2009
Bachelor Degree - Human Resources
Sadat Academy for Management Sciences
01.2006 - 01.2010
Master's Degree - green strategic human resources and it's relation with sustainable development and green supply chain
Sadat Academy for Management Sciences
TOEFL - undefined
Sadat Academy
Certificate in field of customer service - Recommend the Best
Innovation
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