Sherif Mohammed Yassen Abu Ouf
Address
Sheraton Heliopolis Compound Cairo,
Egypt
Contact Information 
E-mail: Sherifyassen@Hotmail.com
Sherifyassen@yahoo.com
Mobile Phone:
01224781721
Career Objective 
Looking for a new challenge in a strong company, this will enable me to contribute in
projects in your team.
I consider the success of the whole team is a part of my own success.
My short term goal is to be an active and effective member in your team and the long
term one is to be an innovative and creative member in your team as I am looking for an
opportunity in any field involving dealing with people.
I'm able to work in own initiative and as a part of a team with definite deadlines and I feel
that I'll be quiet an addition to your firm cause I have ambition and I want to give more
and achieve more.
I can work under very hard stress and I take risks as part of my work.
I'm seeking a position that can prove myself and I prefer to join a firm that gives me new
things to learn.
Work Experience 
1. IIBC A CIB Group Member.
Customer Service Senior Manager Since February 2009 Till February 2010
- Job Description as follow:










Establishing customer service department.
Involved in Staff recruitment and appraisals.
Preparing working plan for customer service department.
Establish and communicate the service standards to the operations so that targets
and quality customer satisfaction is achieved.
Directs employees, through subordinate levels of management, engaged in
investigating, evaluating, and settling complaints of customers.
Assists the customer service manager in planning, formulating
Policies and procedures, and directing the whole activities.
Analyzing the organization valued service.
Developing feedback for complaints and claims procedures for customers to use.
Developing customer service policies and standards for the department.
Meeting with CIB & NBE board members for reviewing company performance
and the needed help from their side.
 Learning about the products & services in the insurance market and keeping up
to date with any changes and update the department’ manager by the needed
information’s.
 Providing support to sales managers when needed.
 Authorizes retention of data and preparation of documents for use during
governmental audit by EISA.
2. Tamweel Emirates.
Customer Service Manager In Tamweel Emirates from July 2008 to January
2009.
- Job Description as follow:
 Strategize the planning, developing and managing of the customer service
Department.
 Establish and communicate the service standards to the operations so that quality
Customer satisfaction and objectives are achieved.
 Establishing the call center sector.
 Directs employees, through subordinate levels of management, engaged in
Investigating, evaluating, and settling complaints and claims of customers.
 Assists the customer service top officers in planning, formulating
Policies and procedures, and directing the whole team activities.
 Issuing refunds or compensation to customers.
 Writing reports analyzing the service that company provides.
 Developing feedback or complaints procedures for customers to use.
 Developing customer service policies and standards.
 Meeting with other managers to discuss possible improvements.
 Provided reports of complaints and retention.
 Staff recruitment and appraisals.
 Learning about the organization's products ,services and keeping up to date with
Any changes and update the department staff by the needed information's.
 Providing support to sales team when needed.
Authorizes retention of data and preparation of documents for use during
governmental audit by MFA.
Achievements
Establishing the department and teams.
3. FedEx Egypt.
Senior customer service in FedEx Egypt From August 2004 to July 2008.
-
Job Description as follow:






Coaching customer service team daily operations.
Responsible for hiring customer service team.
Performance appraisal preview for the customer service team.
Responsible for achieving branches target.
Helping the team for selling new member ship cards for individuals.
Identifies and documents potential service issues and incidents of customer
Dissatisfaction and refers in accordance with local agreed procedures.
 Performs a range of data input functions on relevant systems in accordance with
Policy and Procedures and agreed local procedures.
 Maintain a smooth operation in call center and service centers and generate
various reports for service indicators and revenue within the branches.
 Trainer For the new hired and evaluating their performance preview also
advising them regarding anything related to work.
 Taking the needed actions with the stuff if there are any mistakes.
 Decrease cost and increases the revenue of the branches by the needed actions
and plans.
 Regular visits to the branches for Supervision.
 Development plans for the customer service program.
 Quality assurance for the provided service by the call centre & customer service
team.
Achievements
1. Establishing a telemarketing contact center.
2. Customer Care Program for the top clients.
3. Bravo letter from Osama el enany senior manager for the quality award for the
Best customer Service in the region in the year 2005.
4. Bravo letter from David Ogden Managing director regarding best attitude in
Customer service Region 2005 and 2006.
5. Bravo letter from Ahmed imam senior manager for the best effort in customer
Service in the year 2006.
6. Bravo letter from hamdi osman FedEx Senior vice president in Asia, India and
Middle East for the Quality award via FedEx regional customer service in the
Year 2006.
7. Bravo letter from Jamal abdel ghany General Manager for the highest sales leads
In the company for selling membership contracts to customers in the year 2006
Also for the good idea of the Individual's Program.
8. Decrease the Paper work of the customer service , cutting cost and increasing
Revenue of the company.
9. Thanks Letter from the upper management for development the customer service
Department.
10. Thanks letter for achieving Cairo target in the 1st half of the year 2008.
4. Ameco-Tech.
International Telemarketing Team Leader for telecommunication company
In united states of America from January 2000to July 2004.
-
Job Description as follow:





Handle routine of an international out going sales calls to the united states of
America for telecommunication service to quantum link and global crossy
Company and responsible for achieving a monthly target for the whole team.
Evaluation team members and monitoring their performance in calls.
Registering the leads for the whole team on daily, weekly and monthly basis.
Handling the performance appraisal preview for the team members once yearly.
Helping team members in achieving targets through changing in scripts and
closing deals for them.
Skills 
1-Language Skills
Arabic: Mother Language.
English: Excellent.
2-Computer skills
Professional in using the Microsoft office package, internet and operating system.
Holding a master in computer science from IBM and Microsoft Certified.
Professional for information technology and software engineering.
3-Other skills
- Ability to analyze and solve problems.
- Ability to communicate effectively, both orally and in writing.
- Ability to gather data, compiles information, and prepares reports.
- High sense for time commitment.
- Ability to adjust to changes and take risks.
- Ability to learn and handle any new tasks requested by management team.
- I'm a team player and very flexible.
- I'm a decisive person, confident, organized, enthusiastic and tactful.
- I have leadership skills.
Academics details 
1-Education:
1. Graduated from English school secondary school (El Nasr School).
2. Bachelor Degree In Accounting Faculty Of Commerce Ain-shams University,
Egypt, 2002.
3. Master Degree In Computer Science From Microsoft and IBM.
2-Training Courses:
1) Customer service and customer experience training in FedEx Egypt.
2) Customer wow training FedEx Egypt.
3) Team work, communication skills and telephone skills in FedEx Egypt.
4) Stress awareness and problem solving in FedEx Egypt.
5) Sales Orientation and presentation skills in FedEx Egypt.
6) Sales and Telemarketing in ameco-tech Telemarketing Company.
7) Training specialist in IBM Egypt.
8) Leadership and instructor training in IBM Egypt.
9) Project Management In IBM Egypt.
10) Managerial skills and taking decisions in IBM Egypt.
11) Sales and marketing training in yellow pages Egypt.
12) Mortgage and home finance in the Egyptian mortgage and finance authority.
13) Mortgage and finance course in Tamweel Emirates.
14) Nortel call center system training in Tamweel Emirates.
15) ACC PACC CRM system training in Tamweel Emirates.
Personal Information 
Birth Date
Gender
Marital Status
Nationality
Military Status
15th December 1978
Male
Married
Egyptian
Exempted
All References and Certificates are available upon Request
Thanks for Considering my CV