About Lamyaa Abdellateef
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 )
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