عمرو توفيق

- Establishes recruiting requirements by studying organization plans and objectives, Liaising with line managers to ensure a full understanding of their requirements & preferences, Interview & select applicants who meet the specified criteria for the position as per the set company policy.
- Implementing best practices methodologies in order to ensure that the most qualified candidates are attracted & recruited with all related data accurately capture
- Determines applicant qualifications by interviewing applicants, Analyzing responses, Verifying references, Comparing qualifications to job requirements & conducts competency-based interviews.
- Improves organization attractiveness by recommending new policies and practices, Monitoring job offers and compensation practices, Emphasizing benefits and perks.
- Avoids legal challenges by understanding current legislation, Enforcing regulations with managers, Recommending new procedures & conducting training.
- Participating in salary surveys to determine competitive wage rate.
- Conducting exit interview to determine reasons behind resignations.
- Develop specialized or competitive intelligence and research in regards to talent development or retention.
- Prepare the annual manpower plan with coordination with the Area Mgrs. to estimate the hiring needs for each Unit.
- Participating as a team member in HR based projects & contributes towards developing new HR products, Improved processes & systems that will enable HR to be more customer service oriented.
- Maintain knowledge on all industry trends to ensure compliance to all recruitment guidelines and assist recruitment team to design all performance standards.

- Develop and monitor the team performance to ensure effective and efficient work flow.
- Provides statistical and performance feedback and coaching on a regular basis to each team member.
- Interface with other internal departments to resolve customer problems and requests.
- Deciding on the CRM platform structure and architecture ensuring it works seamlessly across the organization and captures all required information at key points in the customer life cycle.
- Ensure compliance of call resolution with appropriate policies and procedures
- Validate transactions that do not meet the system’s automatically set criteria.
- Handle the platform, escalate calls and some banking requests that normal CPOs have no access to.
- Ensuring the database is segmented effectively for targeted marketing activities.
- Handle CitiGold customers & Vodafone payments.
- Handle Fraud Early Warning Services
- Follow up procedures and judgmental decisions based on general policy and regulatory guidelines.
- Developing testing strategies for all aspects of the CRM to ensure the most effective approach for the company and its products.

- Attracts potential customers by answering product and service questions, Suggesting information about other products and services.
- Opens customer accounts by recording account information.
- Maintains customer records by updating account information.
- Resolves product or service problems by clarifying the customer's complaint, Determining the cause of the problem, Selecting and explaining the best solution to solve the problem, Expediting correction or adjustment, Following up to ensure resolution.
- Maintains financial accounts by processing customer adjustments.
- Recommends potential products or services to management by collecting customer information and analyzing customer needs.
- Prepares product or service reports by collecting and analyzing customer information.
- Contributes to team effort by accomplishing related results as needed.
- Submit periodic reports for common customer complaints.

- Provides daily direction and communication to employees so that customer service calls are answered in a timely, Efficient and knowledgeable manner.
- Ensure that customer service officers achieve the required performance targets and standards in accordance with the business plan. Monitor and report progress and performance, provide feedback and take appropriate corrective action
- Is available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution.
- Ensures employees have appropriate training and other resources to perform their jobs.
- Ensure that personal targets and deadlines are met.
- Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
- Interface with other internal departments to resolve customer problems and requests.
- Perform customer satisfaction surveys regarding product and services offered by Vodafone.
- Issue and propose solutions for enhancements.
- Prepares warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required.
- Maximize product sales to agreed targets by probing customer needs and actively cross selling products.
- Uses appropriate judgment in upward communication regarding department or employee concerns.