1. Rana Abou Bakr Salem Hagras
Home address: 20 EL MALEK FASIL st., Giza, Egypt
Tel: (202) 33854934
Mobile: (20) 01005818158
E-mail: rana_hagras@hotmail.com
Objective
Seeking a challenging job at a reputable company where my background and my experience can be well
utilized.
Education
 B.A of Commerce,Cairo University , 2012.
 Major: accounting .
Job
Dec.2014 till present
Call center agent, Prepaid FC & Mobicash
 Interacting with customers to provide information in response to inquiries about the
Mobile services that the Mobinil offers and about their Lines information.
 Handling and resolving the customer's problems and complaints and forwarding
them to the assigned inboxes to maintain highest customer satisfaction
 Handle the incoming calls of Prepaid FC & Mobicash.
 Handle outbound calls for follow up, occasional campaigns and call backs blended
with normal inbound calls.
 Provide best possible service to both external & internal customers to achieve
highest level of customer satisfaction
 Fully understand & adhere to company policies & procedures that generate personal/
professional credibility & trust.
 Channel customers' suggestions and recommendations to management through
different communication channels.
 Provide proper information to customers with complete & comprehensive
understanding of Mobinil Products & Services and Policies & Procedures
 Escalate problems & provides relevant feedback to the right channel
Mar. 2014 till Nov. 2014
Call Center Assist on Floor, Development team
NAOS Marketing Co. in Account Mobinil
 Guiding and helping New Hire agents .
 Giving a feedback to Teamleaders about the agents.
 Giving a Training to the agents.
 Handle agent’s problemes and cases .
Mar. 2013 till Mar. 2014
Call Center Representative
NAOS Marketing Co. in Account Mobinil
 Contacting with customers through phone calls, and handling customers’
complaint.
 Providing full information about the products & services and suggesting best option.
 Up-selling products & services.
 Recording transactions done during the call on the appropriate system
Training & Courses
 2009-2011 Six levels in English (Berlitz Institute).
 2011 3WEEKS Training at GASCO (Egyptian Natural Gas Co.).

2.  2011 Month at QNB Bank.
 2010 Month at QNB Bank.
 2010 ICDL course at AUC.
 2009 Month at QNB Bank.
 2009 English conversation course ( Intermediate Level ).
Skills
Computer Skills:
 Excellent Knowledge of windows; excel, word, power point.
 Very Good Knowledge of internet applications.
Language Skills:
 Native language Arabic.
 Good command of both written and spoken English.
 Fair of both written and spoken French.
Personal Information
Date of Birth: 29/11/1991.
Nationality: Egyptian.
Marital Status: Single.