عمرو نبيل

Supervise and lead a team of 150 employees, providing guidance and support to ensure targets
are met.
• Conduct regular performance reviews and provide constructive feedback to employees.
• Develop and maintain strong relationships with key clients, ensuring high levels of
satisfaction.
• Address client inquiries and resolve issues promptly, promoting a superior banking
experience.
Implement strategies to improve overall team performance and client service.
• Analyze market trends and customer feedback to identify opportunities for service
improvement.
Oversee account management operations to ensure accuracy in financial transactions and
compliance with regulations.
• Monitor account performance and work with the team to meet financial goal
• Organize training sessions to enhance employee skills and knowledge in banking products and
services.
• Mentor junior staff members and support their professional development.Prepare and
present regular reports on team performance and client satisfaction metrics to senior
management.
• Analyze financial data to assess the effectiveness of account management strategies.
Ensure all team activities comply with internal policies and regulatory requirements.
• Identify potential risks and work with the team to mitigate them proactively
• Develop and implement strategies for acquiring new clients and expanding bank business.

 Mobilized and successfully launched Omni-channel contact centre operations of Doha Metro - Qatar one of the National Transportation project with 40 Agents
 Successfully added a new revenue stream by gaining metroexpress customer services - A ride-sharing service for Doha Metro customers approx. valued at 90, 000 US$ per year
 Consistently meeting assigned account targets on a monthly basis and achieving the assigned revenue target from the project to date (project valued approx. 6.5 million US$)
 Managing a CSAT of 93% above and NPS of above 73 (conducted by Third Party)
 New service channel idea initiated (Whatsapp & IBM Watson) and under progress that will increase the daily interactions
 Successfully designed and implemented customer case management in Microsoft Dynamics CRM
 Increased staff performance through training for social media from 75% to 93% in 4 months

 Mobilized and successfully launched Omni-channel contact center operations of Doha Metro -
Qatar one of the National Transportation project with 40 Agents
 Successfully added a new revenue stream by gaining metroexpress customer services - A
ridesharing service for Doha Metro customers approx. valued at 90, 000 US$ per year
 Consistently meeting assigned account targets on a monthly basis and achieving the assigned
revenue target from the project to date (project valued approx. 6.5 million US$)
 Managing a CSAT of 93% above and NPS of above 73 (conducted by Third Party)
 New service channel idea initiated (Whatsapp & IBM Watson) and under progress that will
increase the daily interactions
 Successfully launched and trained staff on customer case management in Microsoft Dynamics CRM
 Increased staff performance through training for social media from 75% to 93% in 4 months

 Managed day to day activities of Call Centre operations and acting Floor Managers
 Developed contingency systems in order to minimize risk, a key contributor in the development
of Spotlight & OWMS & Developed local intranet which was then implemented at nationwide
contact centers.
 Nominated amongst 15 Team Leaders to Lead the GPRS team of 35 staff cater customer queries
& troubleshooting of South region
 Lead the transformation of CS to the Zappos model to provide WOW service to customers
 A key member of innovation for CS Team to enhance customer experience and journey mapping

 Responsible for handling and resolving customer complaints and customer disputes from Credit
Bureau, ensure that all issues are resolved in a timely manner to minimize the impacts to the
customer - Full investigation, root cause analysis and preventive actions definition for critical
complaints.
 Manage, document, and report all quality, service, product and departmental concerns
associated with performance issues.
 Assessment of customer experience across various channels and customers touch points
(Branches, Call Centre, IVR, Internet Banking, Mobile Banking, SMS and Website).
 Handle customers surveys to get their feedback
 Devise and implement policies and strategies for the development, implementation and
monitoring of local service delivery performance standards.
 Coordinate and facilitate the communication to all staff of performance issues including

 Perform daily operations to ensure a free flow process, and also Monitor the execution of daily
tasks.
 Ensure client data is protected from the public and secured against fraud by enforcing access
rights and verification levels.
 Prepare the daily credit card monitoring reports to ensure the records are updated and the
security of the customers balance.
 Collaborate with Managers develop best practices for successful banking operations.