Heba Abdelaziz

Working in line with the Regional and Corporate HR strategy to provide guidance on Human Resource best practices and act as a source of HR expertise for all employees at the Cairo center with regard to :

• Compensation and benefits
• Employment legislation
• Employee relations
• Organizational issues
• Communication framework and review
• Recruitment and selection
• Human Resource planning
• Human Resource policies and procedures
• Training and Development planning

Sykes, Egypt. "Sep 2012 to Present"
SYKES is a global leader in providing customer contact management solutions and services in the business process outsourcing (BPO) arena
http://sykes.com/

➢ HR Manager

Reporting to the Site Director
Working in line with the Regional and Corporate HR strategy to provide guidance on Human Resource best practices and act as a source of HR expertise for all employees at the Cairo centre with regard to:
• Compensation and benefits
• Employment legislation
• Employee relations
• Organizational issues
• Communication framework and review
• Recruitment and selection
• Human Resource planning
• Human Resource policies and procedures
• Training and Development planning

1-Recruitment
• Design and implement a new recruitment process, implement good tools.
• Establish a list of favorite suppliers, choose the right recruitment channels.
• Advertising vacancies appropriately by drafting and placing adverts using a wide range of media (e.g. newspapers, websites, magazines);
• Headhunting - identifying and approaching suitable candidates.
• Receiving and reviewing applications, managing interviews and short-listing candidates.
• Checking references and suitability of applicants before interviewing.
• Do the first phone screening and selection.
• Conduct the HR interviews.
• Informing candidates about the results of their interviews.
• Negotiating pay and salary.
2-Benefits
• Conduct research and analysis to ensure benefit plans are aligned with the market and make recommendations based on findings.
• Responsible for employees’ medical insurance and life benefits.
• Have thorough understanding of all benefits and communicate them to employees and leaders.
• Decrease problems that employees are facing with the medical insurance company.
• Ensure benefit programs comply with legislative guidelines and regulatory standards.
• Evaluate, coordinate and execute the selection of preferred providers by negotiating and communicating with medical vendors and personnel.
3-Employee Relations
• Employment Contracts
• Responsible for Visas and work permits.
• Handling and maintain Employees Files
• Ensures that human resources policies and programs are communicated effectively.
• Responsible for vacations Procedures and leave Balance.
• Conduct Exit Interview.

Logica, Egypt. "Feb 2008 to 2012"
Logica Egypt is a wholly owned subsidiary of the Logica Corporation in the United Kingdom, working in the field of IT Services & business consultancy.
www.logica.com

➢ HR Business Partner

Reporting to the HR director
1-Recruitment
• Design and implement a new recruitment process, implement good tools.
• Establish a list of favorite suppliers, choose the right recruitment channels.
• Advertising vacancies appropriately by drafting and placing adverts using a wide range of media (e.g. newspapers, websites, magazines);
• Headhunting - identifying and approaching suitable candidates.
• Receiving and reviewing applications, managing interviews and short-listing candidates.
• Checking references and suitability of applicants before interviewing.
• Do the first phone screening and selection.
• Conduct the HR interviews.
• Informing candidates about the results of their interviews.
• Negotiating pay and salary.
2-Benefits
• Conduct research and analysis to ensure benefit plans are aligned with the market and make recommendations based on findings.
• Responsible for employees' medical insurance and life benefits.
• Have thorough understanding of all benefits and communicate them to employees and leaders.
• Decrease problems that employees are facing with the medical insurance company.
• Ensure benefit programs comply with legislative guidelines and regulatory standards.
• Evaluate, coordinate and execute the selection of preferred providers by negotiating and communicating with medical vendors and personnel.
3-Employee Relations
• Employment Contracts
• Responsible for Visas and work permits.
• Handling and maintain Employees Files
• Ensures that human resources policies and programs are communicated effectively.
• Responsible for vacations Procedures and leave Balance.
• Conduct Exit Interview.

Vodafone Egypt "May 2000- Feb 2004"
www.vodafone.com.eg


➢ Quality assurance Senior specialist

• Key functions of the position are to Monitor inbound and outbound calls and evaluate agents' performance concerning the quality of service offered.
• Perform mystery shopping calls to CSR's in order to ensure accurate and consistent information delivery to the customers and identify training needs if required.
• Capture and report customer comments towards continual product and services development.
• Give recommendations for products, policies systems, and process improvements based on the customer experience and feedback.

➢ Corporate customer care team leader.

• Key functions of the position are to facilitate and provide a higher level of corporate customer service in the interactions with internal and external corporate customers.
• Being able to process calls and activating new contracts and handling the collection of the bills in a professional way.

➢ Customer service representative

• This position includes mainly interactions with customers and tasks in the day to day business of the department.
• Facilitate and provide a high level of customer service to customers, internal and external. Ability to process and handle calls in a professional way, parallel to the department's objectives and guidelines.

• Key functions of the position are to Monitor inbound and outbound calls and evaluate agents' performance concerning the quality of service offered.
• Perform mystery shopping calls to CSR's in order to ensure accurate and consistent information delivery to the customers and identify training needs if required.
• Capture and report customer comments towards continual product and services development.
• Give recommendations for products, policies systems, and process improvements based on the customer experience and feedback.