Ghassen Cherif

Expertly crafts and continuously updates training programs for the customer service department, with a focus on call center and customer care excellence. • Conducts dynamic training sessions to ensure staff adherence to quality assurance protocols. • Vigilantly monitors and enforces quality assurance compliance, while developing targeted training materials. • Collaborates with call center and customer care teams to oversee agent performance, guaranteeing adherence to established quality standards. • Sets and achieves ambi ous performance objec ves in alignment with managerial guidance. • Proac vely iden fies and addresses personal training needs, securing necessary resources for professional development. • Maintains industry knowledge through ongoing educa on and professional development.

▪ Answer questions about account types and banking products, such as money market accounts, loans, credit cards, currency exchange rate. ▪ Check on the status of customer accounts and track checks and payments ▪ Review and explain account charges ▪ Assist banking customers who are victims of fraud and suspicious transaction ▪ Assist customers with replacing lost or stolen credit or debit cards ▪ Assist for money transfer inquiry for bank to bank transfer and WU ▪ Make calculation for Loans such as car loans, mortgage loan and vehicule loan

Supervisor Tasks ( Handle Complains, Briefing the team about the new broadcast, Doing coaching for the sales advisors, Assist the team and help them to achieve their target and store target, doing training for new joiners.....)

Assist customers to choose the good postpaid offer for their mobile phone