WAEL HUSSEIN EZZAT

I'm seeking for a challenging opportunity in a good position to enhance my skills in a growth-oriented organization especially the international organization, and I want to utilizes my gained skills to improve my new position and the department which I working in which will be reflected automatically on the business organization.

* High School: Sep 1999 – June 2002 Orman High School * One year faculty of commerce Sadat University. * Main specialization: June 2007 Bachelor of law from Cairo University. Degree: Fair

Languages: * Arabic: mother languages with a very high command in negotiation.

* English: excellent in both (writing & speaking). Computer: *“windows XP– office07 (xls, Doc, Ppt)”. *Create excel sheets SYS for legal and finance process. *Excellent user of Internet. Courses: * English course in (Berlitz English) 3 levels in conversation. * Human Resource Management (over view course). * Communication skills. * Presentation Skills. * Time Management. * Problem Solving. * Studied many researches about (International Commercial Arbitration, International Economic and Trade Law, Law and Economic Development And Legal Practice Workshop).

Omarat El Zopat, El Rmaya, Hadapt El Haram, Giza, Egypt +2-0111-2444598

wezzat@tra.gov.eg Date of Birth: 1/11/1985

Married Military Status: Exempted

Objectives Career

Education

Skills

Other: * Excellent Presentation skills. * Working on team projects during my work has involved different roles, which have developed negotiation and persuasion skills. * Make researches on the internet in any field I want to learn about.

* Secondary Work working as Legal Coordinator from 2007 - 2010

Help foreign companies which want to start business in Egypt or which has already a commercial activity in Egypt by giving them all the legal advice on the law concerning the establishment of the foreign companies in Egypt, and also all the required legal advice via the internet and the other normal cases with the Egyptian law.

Oct 2015 – Till Now Senior Specialist, Licensing Follow-Up Regulatory Affairs Management at National Telecommunications

Regulatory Authority NTRA OF EGYPT

Participation in the process of periodic modification and / or renewals of the Telecom

licenses. Participation in the process of dispute resolution between the licensed Operators. Provide technical and organizational consulting for companies in procedures for

obtaining a license from the NTRA. Participation in the process of issuing RFP’s for auctions. Studying all the promotions submitted from the licensed operators. Filing all the licenses and categorizing them in a structured database. Study of corporate applications for licenses submarine cables. Study of corporate requests to ( transit / add drop ) traffic of submarine cables. Coordinate with national security / armed forces for obtaining approvals to transit /

add drop traffic of submarine cables inside Egyptian territory. Coordinate with national security to obtaining the security approval to increase the

capacity of the Internet bandwidth in Egypt. Monitoring the performance of submarine cables licensees with respect to license

articles.

Apr 2012 – Oct 2015 Complaint Specialist – investigations (Mobile Network Operators) Etisalat & Mobinil & Vodafone at NTRA OF EGYPT

Process and investigate consumers’ complaints making sure that all complaints'

details and evidence are present, fully applying the complaints process cycle.

Training and Experience

Ensuring complaints are investigated with a fair customer outcome in a timely manner.

Liaise with the relevant operator/service provider to investigate complaints, determine their root causes and solve issues, including holding periodic meetings with the operators or meetings as the need occurs

Raise issues included in complaints that need regulatory and legal support to be discussed with NTRA internal departments.

Communicates problem resolutions and/or investigation outcomes to consumers. Escalate disputed cases where consumers are not satisfied with resolutions or where

operators are vague, illogical or violating their issued licenses rules to complaints manager.

Prepare clear reports concerning investigations of complaints to complaints manager, and NTRA management as required.

Prepare and generate the complaints statistical and/or other reports; both regular, such as the monthly trouble-ticketing report, or ad-hoc reports.

Periodically analyze received complaints and prepare reports with occurring trends that need regulatory intervention.

Continuously lay down new processes and update existing ones to handle new types of complaints as they occur.

Continuously document complaints handling processes in order to create a comprehensive knowledge base for handling and processing complaints.

Act as a secondary source of information to the contact center through providing updates on complaints types and their handling as well as agreements reached with operators for logging certain types of cases.

Participate in technical visits as part of technical committees to inspect disputed faulty devices Producing excellent written & verbal correspondence to consumers and operators in the appropriate style and tone.

Manage and supervise my back office team to achieve the quarterly percentage of communication with the complainer to resolve their complaints.

Apr 2010 – Apr 2012 Complaint Call Center Agent

at (Telecommunication Companies Complaints) National Telecommunication Regulatory Authority –

Receiving calls for complaints from the Egyptian Consumers against the Telecom Companies.

Describe the complaints in the NTRA SYS. CRM to assign the complaint to the investigation team to start investigate the case.

Collect the legal papers from the consumers to attach them with the complaint. Receiving the follow up calls for the complaints. Open an investigation against the company to get back the consumer right.

Jan 2010 – Apr 2010 FINANCIAL PLANNER

(Non-Life Insurance) at Blom Bank Group Sales Dept.

Develops and implements financial plans for individuals, businesses, and

organizations. Utilizing knowledge of tax and investment strategies, securities, insurance, pension

plans. Interviews client to determine client's assets, liabilities, cash flow, insurance coverage,

tax status, and financial objectives. Analyzes client's financial status. Discusses financial options with client. Prepares and submits documents to implement

plan selected by client. Maintains contact with client to revise plan based on modified needs of client or

changes in investment market. Work in offices and in the field, either alone or in teams. Work more than forty hours per week to establish a clientele.

From 12 November 2008 - 15 January 2010

Customer Care Representative at Etisalat Misr

Receiving calls and takes the responsibility for the customer inquiries. Document all inquiries within contact management system, follows appropriate

guidelines for notepad documentation, and assigns case accordingly. Ability to use and interpret multiple systems for claims research, contract

interpretation, Fee Schedule rates and provider network status. Resolves and inputs provider/client requests into tracking system according to

established guidelines. Ensures proper, accurate records, files, databases are set up and maintained.

Follow-up with the customers to make sure that they got the service they want.

Sep 2007 – Oct 2008 Sales Maker at Radio Shack Egypt

Maintaining and developing relationships with existing customers via meetings,

telephone calls and Email. Negotiating variations in price, delivery and specifications with managers. Recording sales and order information and sending copies to the Manager in the

end of the day. Advising on forthcoming product developments and discussing special promotions.

Take the responsibility for managing the store as a task from my manager. Follow-up with the customers who have a reservation for a particular commodity. Draws up legal documents, advises clients as to legal rights.

Oct 2006 – Aug 2007 lawyer in Hatem El Ashkar office

Practices other phases of law. Prepares legal briefs.

Hanging out with my friends, organizing some parties (House parties), traveling to a new places and discover it to see what I didn't see in my life to get more new experience, watch movies, safaris and driving my car in the night.

All documents are available upon request.

Interests

References