1. Cover letter
 My name is yasmine eissa 28 years old graduated from Cairo university faculty of
commerce accounting department (grade good) 2010
 Took English course my secondary school was houda sharawy language school
 Worked in Vodafone Egypt as a senior agent for 3 year
 HR Specialist with Vodafone outsourcing team.
 Certified Six Sigma green belt
 Working in Etisalat as call center agent for prestige customers ,then acting
Team leader at Etisalat contact Centre UAE
 Associate manager at Sutherland global service

2. Y A S M I N E M A H M O U D E I S S A
ST. El-shekh Rashed Ben Hameed Alawal
Ajman, UAE
Mobile: 0561302127
E-mail: yassmineeissa@yahoo.com
OBJECTIVE
Seeking a challenging position to utilize and enhance my skills and experienc
e at a large organization through which I can work efficiently in a dynamic en
vironment to prove myself.
EDUCATION
2006-2010 Cairo University Giza, Egypt
 Faculty of Commerce,Accounting Dept.
 Grade: Good
 Certified Six Sigma green belt
SKILLS

3. Computer Skills:
Excellent Knowledge of MS office (Word, Excel, Powerpoint,Access)
Very Good Knowledge of internet and photo shop
Language Skills:
 Native language Arabic
 Very Good command of both written and spoken English
selfskills:
 Communication
 Time management
 Self challenge
 Enovation hungry
 Team work
EXPERIENCE
Oct 10-Feb 11 Basic Business Skills Acquisition (BBSA) Cairo, Egypt
Sponsored by the Future Generation Foundation (FGF)
Training
 Developed Language and Computer Skills
 Enhanced Presentation & Project Development Skills
 Acquired Basic Business Skills including: Marketing, Sales,
Banking, Accounting, Business Correspondence and Report Writing.
2010-2012 (Vodafone Egypt ) telecommunication Company
Senior customer care representative
 Worked in Vodafone as a call center agent 2011
 Nominated to team leader
 Transfer to premium and platinum back office team in
Vodafone EG till2013
 Sep.2013 in etisalat call center for prestige customer
 Act as HR Specialist with Vodafone outsourcing team.
 My responsibilitiesinclude:
 All human resource activities to include employment,
compensation, labor relations, benefits, and training and
development.
 Coordinating Training.
 Orientations Sessions & Presentations for Employees,
 Tracking Employees Attendance,
 Handling papers of Resigned Employees (Forum 6).
 Handling Employees Medical insurance procedures
 Interview job applicants; review application/resume;
 Documentation and job evaluation systems.
 Prepare process and distribute payroll.
 Design and conduct new employee orientations.

4. 
2013-2014 (Etisalat UAE ) telecommunication Company
Senior customer care representative – Prestige Section
 First class customer support
 ·Internet technical support
 ·Blackberry and iPhone technical support
 ·Domain and web hosting technical suppot
 ·Landline technical support.
 My responsibilities include:
 · Provide Etisalat pre-paid and post paid customers with all
required information regarding services, products, and new
promotions.
 ·Handling customers complaints and follow up with the
customers to make sure that the problem has been resolved and
customers are satisfied
 ·Provide customers with right recommendations and actions.
 leader for 3 months
 and currently support training team
2014-2015 (Etisalat UAE ) telecommunication Company
Officer customer care– Prestige Section
 Be available to affect the entirety of the team's operations.
 Manage by walking around. Be visible to answer questions.
 Take calls that your agents can't handle and be available
when an agent appears to need assistance.
 Monitor queue and track inbound calls. Keep agents aware of
inbound calls, calls waiting, abandonment rate,etc.
 Motivate and encourage agents through positive
communication and feedback
 Meet at least once each week with your team. At a minimum,
review the following topics:
 Review the past week's events, including statistics, results
and industry news.
 Disseminate new product information to the agents.
 Discuss a sales theme or point-of-interest topic for the agents.
 Introduce new staff members.
 Present commendations and awards.
 Communicate company information.
 Answer questions and comments.
 Provide agents with a glimpse of future weeks.
 Perform at least one monitoring evaluation with each agent
every two weeks
 Monitoring the agent.
 Reviewing the agent's performance with the agent. Use a
formal monitoring checklist.
 At the conclusion, copy the checklist and put it in the agent's
file
 Give the original checklist to the agent.
 Keep track of attendance, daily statistics, paid time off, sick
time, etc.
 Ensure administrative bookkeeping is accurate.

5.  Create and maintain files on each agent as they relate to
attendance,production, and reviews.
2016 - Sutherland global services Associate Manager at (Abu-dabih com
mercial Bank )
 Ensure complete understanding ofthe Voice operations and KPIs
 Ensure all SLAs are met as agreed with stakeholders
 Implement ways to continuously improve service delivery and exceed stakeh
older’s expectations
 Liaise with SGS & client teams to ensure smooth operations
 Maintain professional and consistent communication with the client
 Understand client expectations and guide team to achieve them
 Work as a liaison point between the client and SGS in achieving program g
oals
 Manage employees and the business to build trust and credibility with the sta
keholders and demonstrate commitment to them
 Create opportunities for the team, cross functional and group working to ach
ieve business results
 Actively participate in and manage implementation of new processes in the
Centre
 Ensure reports are sent on time with 100% accuracy at all times
INTERESTS
Swimming,walking,and traveling
PERSONAL INFORMATION
 Date of Birth: 5101988
 Marital Status: Married
2. Nationality :Egyptian
3. Date of Birth: 10-may-88
4. Marital Status married. Without babys
5. Languages English/ Arabic
6. Availability: immediately
7. Point of Origin :UAE -Ajman
8. Visa Status :resident

6. 9. Driving License: yes
10. Current Designation team leader. Call center in etisalat
11. Current Location UAE Ajman