1. Eman Saeed Mahmoud Ismail
14, Abou El Ma’tystreet, Agouza, Egypt
Mobile: 0100-6364358
Email:emanismail1987@gmail.com
OBJECTIVE:
Seeking a position that requires innovation, resourcefulness, and self-motivation. That will
provide career advancement and enhancement fora long term career path in an
organization that believes in adopting hard workerwhichwill be also allowing me using my
current set of competencies and skills to be able to add value in the future growthof this
organization.
SUMMARY OF QUALIFICATIONS
OperationsManagerwith6+ Years in BPO, Telecommunication,Sales,CustomerService&
BusinessDevelopmentwithstrong Dependable,Communicative,Trustworthyanddiligent
personality.
Key proficienciesarebelow:-
 Excellentmanagementandorganizationalskills
 ProcessImprovement.
 BusinessDevelopment.
 Customeroriented
 ProjectManagement.
 Coachingand development.
 Team Management.
 Businessacquisitiontechniques
 Workforceand Real-timeManagement.
 Effective Communication
 DevelopingPeople& EmployeeEngagement

2. EMPLOYMENT
 British Council – Agouza , Cairo , Egypt
From: 01/2016 – Present
Position: Social MediaGuru
Job Description:
1. Provide excellent customer service standards using Facebook and Emails to achieve
country strategic objectives and achieve maximum impact with our target audiences in
Egypt and in the Middle East and North Africa (MENA) region.
2. Manage the development and delivery of a social media presence ensuring that activities
fully meet project objectives, achieve best possible impact on segmented audience,
stakeholders and clients, and enhance the British Council’s reputation in Egypt
3. Coordinate with the Marketing department to support their respective missions and
cultivating a social media referral network.
4. Implement company strategy and tactics to grow a very strong base of followers.
5. Ensure our base of followers are engaged and retained by creating innovative social
media activities like fun quizzes, relating trending social media stories with our brand,
connecting important local celebrations with the brand, ect….
6. Turning followers in leads and promoters for the brand by being experience oriented and
promoting current marketing offers
7. Run regular social promotions and campaigns and track their success through linking
growth with campaign schedules
8. Track, measure, and analyse all initiatives to report on social media ROI.
 British Council – Agouza , Cairo , Egypt
From: 07/2015 – 01/2016
Position: Customer service Lead
Job Description:
Part of Customer service team, Managing Egypt/ Iraq Call centre, and Social Media team all enquiries that
come through phone calls, Emails and Facebook page .
1. Managing the British Council Call Centre ensuring delivery of the full range of British
Council’s activities and services.
2. Managing a team of professional customer service assistants who provide services
following Customer Service Excellence standards in the Call Centre / Facebook and
Emails to achieve country strategic objectives and achieve maximum impact with our
target audiences in Egypt and in the Middle East and North Africa (MENA) region.
3. Budget management of a call centre team in purchasing equipment and new software
and refurbishment of call centre
4. Support with establishing a skills broadcast programme aimed at creating interactive
platforms for aspiring young entrepreneurs in Egypt

3.  SutherlandGlobal Services ATT Home solutionaccount – Chennai, India
From: 12/2013 – 07/2015
Position: SeniorTeamManager (NestingManager) –ATT Home solutionaccount
Job Description:
Full responsibility of Launching processes for the account, From Communication Training till they move to
production.
1. Launching AT&T Chennai account in November 2014.
2. Handling Nesting support team including Team Managers and SMES.
3. Setting Nesting plan for Sutherland AT&T Chennai account
4. Working with training team to improve future nesting waves.
5. Setting KRAs and action plan for nesting team to move to production floor.
 SutherlandGlobal Services ATT Home SolutionAccount and DSL Telco
Account- Camsur and Carmona, Philippines.
From 11/2012 – 12/2013
Position:SeniorTeamManager
Job Description:
Managing 4 Team Manage,each Teammangermanage 15 agentsand1 SME
1. Client Management
a. Build very good client relationships
b. Supervise on hiring and training processes
c. Ensure Hired candidates have the job needed qualifications
d. Ensure full compliance with contractual agreements
2. Operations Management
a. Meet contract service key performance measures
b. Monthly One on one to discuss team performance
c. Managing performance with coaching and development plans upon need
d. Manage performance appraisal and further development plans
e. Daily reporting on performance spotting outliers
3. Customer management
a. Handle escalated customer cases ensuring customer satisfaction is met
b. Use all available measures to push continuous improvement to high customer
satisfaction level
c. Ensure operation is compliant with regulatory requirements and check
periodically for updates

4. SutherlandGlobal Services ATT Home SolutionAccount, Alexandria,Egypt
From: 01/2012– Till: 11/2012
Position:OperationTeamManager
Job Description:
Manage a teamof 15 – 20 agentswhoprovide full supporttoexternal customers
1. Achievingthe teamobjectives
2. Achievingthe projectobjectivesincludingbudgetcontrol reporting
3. Achievementof servicetargetsthroughpeopleandteammanagement
4. Manage service levelsinalignmentwithclients’requirements
5. Build,manageranddeliverstaffingplans
6. Managementandassessmentof knowledge andskillsof the teamand
implementationof performancedevelopmentplans.
7. Managing performance dialogues
 Vodafone Egypt,Vodafone UnitedKingdom– VIS Account.
From: 12/2009 – Till Now 12/ 2011
Position:International CustomerService Consultant
Job Description:
1. Handlingcustomer’sBillingandtechnical Inquiries
2. Resolvesproductorservice problemsbyclarifyingthe customer'scomplaint;
determiningthe cause of the problem;selectingandexplainingthe bestsolution
to solve the problem;expeditingcorrectionoradjustment;followingupto
ensure resolution.

5. EDUCATION
2004 - 2008: Facultyof Arts - AlexandriaUniversity
Major : Libraryand InformationScience
Grade : Good.
2004: Graduated from Mustafa Elnagar Language School - Smouha
ACHIEVEMENTS
 SMEs developmentprojectthathelped in developing SMEs a lot also in creating future
leaders.
 Enhancing Team Manger and STM flight plan for Egypt and Philippines.
 Created Leave Tracker to control shrinkage
 Engagement Team Managers outings project
 Saturday global flight plan
 Had the highest positive attrition in Sutherland Egypt.
 Getting number one spot Team Manager globally for 5 months.
LANGUAGES AND SKILLS
 Arabic:Mother Tongue
 English:Fluent
 French:Fair
 Computer: MicrosoftOffice (Word,Excel,PowerPoint,Access,Outlook).
PERSONAL INFORMATION
 Nationality : Egyptian
 Date of Birth : 19 / 03 /1987
 Marital Status : Single
REFERENCES
.Available upon request