Lamyaa Abdellateef Objective: Obtain a position within a reputable organization through which I can utilize my practical experiences, training and education, in building my career path and adding value for my job. October 2012 – Present UNHCR - Protection Assistant - Cairo, Egypt Developing and maintaining a good understanding of the humanitarian situation in places of detention through collection and analysis of information received from various sources Visiting detention centers in accordance with Ministry of foreigner affairs, Ministry of interior affairs and partners if needed. Intervene in written or verbal on behave of detainees, promoting relevant laws and standards with the authorities addressing humanitarian concerns. Victims Of Trafficking program Focal point including reporting, coordination between UNHCR and other partners. Support the planning and implementation of the VOT program strategies and activities as outlined in Managing all the required VOT program documentations Support timely VOT program review, revisions, monitoring and completion of related reporting Obligations Preparing regular reports about VOT progress and sharing annual performance with UNHCR HQ. Conducting protection interview to POC, drafting interview assessment with protection recommendation. Support the protection unit in designing a comprehensive protection strategy Provide quality, timely and effective protection responses to persons of concern Liaise externally with local authorities and partners on correspondence and/or protection issues Facilitate the involvement of persons of concern with the Office in making decisions that affect them Build and maintain effective interfaces with communities of concern, local authorities and protection and assistance partners Consistently apply International and National Law and applicable UN/UNHCR and IASC policy, standards and codes of conduct. Provide functional and administrative support in all protection related AGD based programming with implementing and operational partners. Provide functional and administrative support in implementing participatory approaches, needs assessments, monitoring, reporting and case management. Support assessments on durable solutions through voluntary repatriation, local integration and where appropriate, resettlement. Facilitate liaison with competent authorities for the issuance of personal and other relevant documents. Assist in drafting reports, correspondence, updating relevant databases and compiling statistics for the protection unit/section. Authority Select persons of concern for preliminary interviews and decide which relevant information to share. Enforce integrity in the delivery of protection services by local implementing partners. Delivering protection training to UNHCR staff promoting protection standards and awareness. Registration Assistant Cairo, Egypt Reviewing asylum-seeker applications, verifying data and capturing photos during mobile registration missions in order to issue Asylum-Seeker cards. Update and validate registration data in UNHCR’s data base ‘proGres’ Preparing asylum-seeker and refugees statistical reports for Registration Team Leader. Acting as SPOC for issuing all the kind of letters requested by the applicants such as School letters, driving license, etc. Issuing all the kind of appointments required from asylum-seeker and refugees received through reception. Issuing and sending closure letters to Ministry of Foreign affairs. Professional Experience December 2010 - Present Freelance Trainer & Business Coach Actively delivering in class training Professionally preparing TNA & ensure achieving the targeted ROI Efficiently research and develop activities relevant to enhancing and updating soft and technical skills training material Professionally preparing power point slide show for presentations, handbooks for participants and trainer guides Efficiently Preparing training feedback forms Professionally delivering TOT to new trainers and evaluating their performance August 2010 – June 2011 IKDynamics Cairo, Egypt Process Improvement & CRM Lead Professionally develop strong working relationship with cross functional management and team members. Effectively Identify, document, and baseline core business processes (business and technical), establish metrics, control plans, and reporting mechanisms with end-to-end focus. Effectively work closely with business units to assess weaknesses in the current state and help develop future state process through Enterprise tools and methodologies. Actively implement the future state into ongoing operations. Lead and manage cross-functional teams to identify, prioritize, plan, and implement process improvement opportunities consistent with the current strategies. Formulate goals and plans for short and long term success Apply best practices for introducing, driving, and sustaining change initiatives Lead multiple PI projects simultaneously and provide mentoring and coaching to business unit teams. Regularly provide project status updates to PI Leadership, project sponsors, and stakeholders. Ensures departmental productivity improvement goals are met. Contribute to the ongoing development and enforcement of the various PI tools and techniques. March 2003 – July 2010 Vodafone Egypt Cairo, Egypt CS Senior Representative/ Shift Leader, Complaint & Retention Conducted induction training to newly joined employees Actively acted as Shift leader and exceeded Agreed Service Level. Professionally reported daily/ Weekly & Monthly operational performance to management. Efficiently delegated as team manager in order to handle the team daily issues and external customer's complaint while maintaining both internal & External customer satisfaction. Professionally provided on target feedback to team members in order to assure smooth workflow Efficiently attended User Acceptance Test for new CRM applications, prepaid systems, products, services and revamp (i.e. Siebel database migration, Skill Base routing, website revamp, new postpaid rateplans, new summer promos, Siebel enhancements, Prepaid systems migration) Efficiently contributed in gap analysis phase and reported user experience problems may arise after launch. Efficiently handled monthly CEO Complaint analysis report Actively acted as the SPOC within customer care for coverage complaints Provided sufficient feedback to customers on timely manner Proactively supported complaints and retention teams in handling all types of complaints Actively acted as the SPOC within call center for behavior, wrong transaction and wrong information for Core and Medium customers Effectively handled all Customers complaints received through Siebel, E-mail, written complains, CEO office, NTRA, escalated calls and walk-in area within agreed SLA Provided new ideas to enhance many services and promotions Successfully achieved a high rate in retaining complaining customers based on their value Blended Call Center Senior Agent Efficiently initiated and operated Blended Training Committee team in order to improve team members performance. Actively Participated in User Acceptance Test for new CRM applications, prepaid systems, products, services and revamp. Proactively supported different customer care functions Efficiently handled different tasks, and responsibilities that varied between inbound, outbound, off-board & taskforce Actively participated in piloting new activities for frontline support Actively participated in Blended Training Committee Proficiently assigned as outbound campaign team leader with people management activities and interviewing new staff. Lifecycle Management- Outbound Campaign Representative Proficiently owned and managed customer relation via efficient in/out-bound calls in a timely manner. Successfully achieved main target of retaining customers’ loyalty and keeping customer awareness about new promotions and services. Provided excellent quality service standards. Fully took ownership for each case and followed up with customers, liased with the other departments to resolve customers’ problems. Successfully upsold products, services via outbound calls Efficiently handled team filing, social events, meeting minutes and monthly reports Actively supported Complaint Management Team Conducted interviews for new candidates to join outbound campaign team Conducted training for new candidates Customer Service Representative Conducted training sessions for newly launched products. Attended to inbound customers’ inquiries Successfully solved customers’ problems Actively promoted new products and services and educated customers on using them Updated customers’ information on contact management systems Supported high value queue Supported technical support queue Successfully acted as delegate during supervisor leave Handled time sheets, social events and leaves 2002-2003 Rehamco Co. Cairo, Egypt Executive Secretary Reported to sales director Handled all correspondences Translated from and to English Operated Internet-related activities Filed and organized documents 2002 Joly Optics Cairo, Egypt Executive Secretary Reported to chairman of the board Coordinated with companies in Europe Supervised three branches in Cairo Handled bookkeeping and recorded daily purchases in account books arranged and scheduled meetings and appointments managed events handled travel arrangements including flights and hotel reservation Managed PR activities 2001 MICSIT(Egypt Office) Toronto, Canada Executive Secretary Coordinated between head office and MEA clients Performed all administrative tasks Ensured smooth workload and adequate communication with all parties Skills & Knowledge Areas Human trafficking and Victim Identification Credibility assessment COI and COA information research techniques International protection Analyses and reporting Training, Development and Facilitation People Management Crises Management Customer Retentions Analysis and Reporting Auditing customer Care Projects Customer Retentions Business requirements revision & gap analysis Building test cases Testing product against requirements Knowledge of software lifecycle CRM & Call Center Systems Microsoft Windows Microsoft Office (Word, Excel, Outlook, Power Point). Microsoft Project Microsoft Visio Internet literacy CRM& call center systems background. Training Building win-win relationships with your team UN Programme On The Prevention Of Harassment, Sexual Harassment and Abuse Of Authority IPSAS Protection induction program Advanced security in the field Basic Security in the field Fraud & Documentations ( The Australian Embassy in Cairo) Statelessness Child Protection Victim of Trafficking Internally Displaced Persons Survivor of torture TOT ( Microsfot Certified ) Customer Relationship Management CRM. Vodafone Live Service Black Berry Service Mobile office How to Build a Successful Business Plan Segmentation Introduction to Marketing (Phillip Kotler) Emotional Intelligence Presentation Skills Negotiation Skills Public Speaking I'll Have a vision I'll leave a legacy Stress management Education 2000 BA in Business Administration Cairo, Egypt Ain Shams University Professional Certificates Mini MBA in Project Management (PMI certified) Mini MBA in HR Management (HRCI certified) Activities Corporate Social Responsibility Volunteering Youth Leadership Initiative facilitator Handcraft workshop preparation Olive Groove School – Mississauga, Canada Events planning Languages Arabic Native English Excellent German Fair Awards Golden Award Most Distinguished Employee Performance 2008 ( Vodafone Egypt ) Certificate of gratitude for organizing The Egyptian National Special Needs Olympics 2010 ( The Games Federation with special needs) Certificate of Appreciation as Information Desk Team Leader for the World Refugees Day 2012 ( CRS ) Certificate of Appreciation for outstanding contribution in the Training & Career Guidance Program ( AYB-SD )