Contact Center Head
National Bank of Abu Dhabi (EGYPT)
مجموع سنوات الخبرة :19 years, 7 أشهر
National Bank of Abu Dhabi (EGYPT) since Dec 2007 till now: -
Call Center Supervisor since Sep 2008 till December 2011, my responsibilities were;
* Supervise all the Call Center Procedures starting from calls, actions, mails & attitude.
* Supervise the delivery unit (Cards & Pins)
* Arrange monthly staff schedule & shifts.
* Review on daily actions & its mails done by team leader.
* Making weekly & monthly appraisal for Call Center Staff based on staff attitude, professional call handle.
* Monitoring & qualify agents calls.
* Making survey reports on products in competitor's banks.
* Making monthly & yearly reports shows how many customers are interested in NBAD products.
* Review on confirmation request that we have received from AD.
* Check that courier file that have been saved and updated by team leader.
* Check randomly on credit card payments has been loaded and valid on the system.
* Make monthly quiz.
* Make a detailed report for advertising campaigns if any.
DSE (Digital Service Egypt) since Sept 2004 till Apr 2007.
CRM Team Leader for Retention Team since Jan 2005 till Oct 2005, my responsibilities were;
* Support my team in any work trouble the may face during the working day.
* Helping my team by making calls with them (during the rush hours) to keep up the service level.
* Setting the Retention script as a manual for new agents & train them.
* Qualifying the agent call, then discuss the weakness with them.
* Discuss weekly, monthly appraisal with each agent individually to know the weakness points & support it in the weekly, monthly meeting.
* Developing my replacement in case I am off.
* Reporting to the call center supervisor.
* Splitting Data for agents.
* Collecting the agent productivity & making the daily, weekly & monthly reports based on the used data & the number of calls for each agent.
* Making weekly & monthly appraisal for each agent based on daily reports & monitoring procedures.
* Handling the customer's problems with the related department or branches in order to reach the Customer satisfaction.
* Follow up with branches & customers to send the runners & complete the selling process.
* Extracting the wrong numbers from the daily reports & send it to the branches to be updated.
* Preparing attendance.
MOBINIL (The Egyptian Company for Mobile Services) .since March 2004 till Dec 2004.
Customer Service Representative in (250 department)
* Solve customers' problems.
* Contacting dealers to try to solve problems.
* Inquiring about the most frequent problems that cause customers' dissatisfaction and trying to solve it as soon as possible.
* Informing customers with the recent and up to date promotions and capitalize on them.
* Receive calls from others departments to solve any problems.
* Teach new employees how to handling calls.
* Make a daily report to check staff performance.
* 1999: 2003: Graduated from Sadat Academy for Management Science Faculty of Management, Computer & information System.
* 1992: 1999: Hoda Shaarawy Language School.
* 1988: 1992: Canal Language School.