Mahmoud Abdel Bar

Payment Acceptance Product Manager at Commercial International Bank

• Egypt - Cairo
• My current job since April 2015

Cards Acquiring Business Strategy Senior Specialist at CIB

• Egypt - Cairo
• June 2014 to March 2015

Call Center Supervisor at CIB

• Egypt - Cairo
• October 2011 to June 2014

 Monitor & coach agent’s calls to spot opportunities for any improvement in the service provided.
 Distribute workloads on subordinates, and set action priorities and time for implementation.
 Supports department projects as needed including any special assignments/working hours.
 Evaluates staff on ability to meet performance objectives through continuous coaching and development in a blended environment.
 Contributes to the Call Center management a planning and achievement of goals for Call Center activities on an hourly, shift, daily, and weekly basis
 Observes calls to ensure proper quality and productivity offering employee coaching and development when necessary and/or required
Monitors KPIs and trends to identify areas of opportunity

Call Center Merchants Acquiring Supervisor at CIB

• Egypt - Cairo
• August 2010 to June 2014

*Responsible for training new agents on the acquiring product -*knowledge and relative systems.
*Updating the acquiring product knowledge with all the new information.
*Acting as a call center focal point with other bank departments to *assure smooth flow for new info and communication between call center & other departments and vice versa.
*Responsible for creating new wrap up.
*Responsible for making monthly and yearly MIS.

Call Center Back Office at CIB Bank

• Egypt - Cairo
• June 2008 to October 2011

 To handle and follow up customer requests made through call center to ensure execution for those requests on agreed turnaround time
 Handling Debit Cards Activation (Warm, Payroll, Prepaid & Staff Cards) Requests sent from branches ( obtain the necessary approvals if needed )
 To report any suspicious fraud case immediately to Fraud unit
 Act efficiently in any assigned request within agreed TAT.
 To act as call center focal point with other bank departments to assure smooth flow for new info and communication between call center & other departments and vice versa.
 Participate in responding to audit report and prepare supporting documents if needed
 Assisting his superior in ensuring that agents on calls are updated with all new bank services and products.
 Assisting his superior in ensuring that agents on calls are updated with all new bank services and products.
 Updating the Call Center systems, e.g. Pin Code system

 Acquiring
Scope of Work:

 Responsible for training new agents on the acquiring product knowledge and relative systems.
 Updating the acquiring product knowledge with all the new information.
 To act as a call center focal point with other bank departments to assure smooth flow for new info and communication between call center & other departments and vice versa.
 Responsible for creating new wrap up.
 Responsible for making monthly and yearly MIS.