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Mahmoud Hussein, Senior Customer Service Executive

Mahmoud Hussein

Senior Customer Service Executive·ETISALAT by e& - UAE.

United Arab Emirates

Bachelor's degree, Bachelor of Library and Information Science

Work experience

Total years of experience: 7 years, 8 months

Senior Customer Service Executive

October 2023 - October 2024

ETISALAT by e& - UAE.

Ajman, United Arab Emirates

October 2023 - October 2024

• Team Support & Development: Supported Immediate team of 10-15 advisors by introducing daily AHT tracking system, resulting in 10-20% reduction. Created an automated tool for performance review enhancing performance across KPIs to meet monthly 80%+
• Performance Analysis & Improvement: Conducted analysis of performance leakage, providing insights to management.
• Issue Resolution & Escalation: Proactively resolved complex issues, maintaining an NPS of 85%+.
Company industry:
Telecommunications
Job role:
Customer Service and Call Center

Financial Support Manager

April 2023 - November 2023

HSBC - CMB UK Operations

Cairo, Egypt

April 2023 - November 2023

• Process Improvement & Efficiency: Led initiatives like developing a note generator and debt consolidation loan calculator, reducing Hold and Wrap times by 15% across the department.
• Performance & Quality Oversight: Focused on minimizing waste, adhering to quality standards, and driving a high-performance culture through process optimization and consistent achievement of key targets.
• Team Support & Logistics: Collaborated with colleagues, managing knowledge sharing and equipment resources. Additionally, handled team transportation scheduling and logistics to optimize efficiency.
Company industry:
Banking
Job role:
Finance and Investment

Team Leader

March 2021 - April 2023

_VOIS - UK Operations - Early life care & Retentions

Alexandria, Egypt

March 2021 - April 2023

• Performance & Team Leadership & Development:
• Managed multiple teams (15-30 Advisor) from go-live to graduation, leading month-over-month improvements of 10-20% across key metrics including FCR, NPS, AHT, adherence to schedules, attendance, unplanned leaves, sales, and quality.
• Successfully drove continuous performance enhancements by maintaining ongoing coaching and development programs.
• Provided knowledge transfer and training, leading to increased agent productivity. Set goals, tracked progress.
• Comminication and Training: Communicated company direction and facilitated training sessions to enhance knowledge.
• Quality Focused: Monitored calls to ensure adherence to quality rules, identifying and addressing areas of improvement.
Company industry:
Telecommunications
Job role:
Customer Service and Call Center

Contact Center Supervisor

December 2021 - June 2022

Enable by E-Butler

Doha, Qatar

December 2021 - June 2022

• Team leadership and mentorship: Led a team of 10 advisors, consistently exceeding performance metrics.
• Developed and implemented leadership training program, leading to the promotion of 25% of population after the first expansion.
Company industry:
Catering, Food Service, & Restaurant
Job role:
Customer Service and Call Center

Multiple Projects

March 2021 - November 2021

Virtual Worker Now

Cairo, Egypt

March 2021 - November 2021

• Led Cross-Functional Teams as project manager: Managed and coordinated 2 teams (copywriting & graphic design) to deliver projects on time.
Company industry:
Virtual Assistant Services
Job role:
Customer Service and Call Center

Internal delegate

October 2020 - March 2021

_VOIS - Vodafone UK Operations

Alexandria, Egypt

October 2020 - March 2021

• Coached and monitored teams performance across NPS exceeding commercial target steadly by 10% and NBA maintaining lead across UK operations, provided they meet quality guidelines with a decrease of invalid credits and compliance failures by 30%.
• Audited numbers, performance and established improvement plans individually by Considering their improvement trend.
Company industry:
Business Process Outsourcing (BPO)
Job role:
Customer Service and Call Center

International Account Advisor

October 2019 - August 2020

_VOIS - Vodafone UK Operations

Alexandria, Egypt

October 2019 - August 2020

• Resolved customer inquiries, While improving customer satisfaction by 10% monthly and first-call resolution rates by 3-5%.
Company industry:
Business Process Outsourcing (BPO)
Job role:
Customer Service and Call Center

Financial Advisor and Loan Officer

June 2019 - September 2019

NAOS Solutions - Inbox Credit US

Cairo, Egypt

June 2019 - September 2019

• Team Development: Assisted new hires, provided technical & knowledge support to onboard them and maintain skill development.
• Resolved Loan Concerns: Addressed customer inquiries regarding loan applications, ensuring timely and accurate information.
Company industry:
Business Process Outsourcing (BPO)
Job role:
Finance and Investment

Floorwalker

November 2018 - May 2019

_VOIS - Vodafone UK Operations

Alexandria, Egypt

November 2018 - May 2019

• Oversaw Performance: Supported a team of 14-20 agents, ensuring they met performance standards.
• Training & Development: Proactively shared expertise, resolved common questions, and provided coaching to agents.
Company industry:
Business Process Outsourcing (BPO)
Job role:
Customer Service and Call Center

International Account Advisor

February 2017 - October 2018

- Vodafone UK Consumer care

Alexandria, Egypt

February 2017 - October 2018

• Customer Service: Resolved customer inquiries, provided clear explanations, and aimed to improve overall customer satisfaction.
Company industry:
Business Process Outsourcing (BPO)
Job role:
Customer Service and Call Center

Education

Faculty of Arts, Benha University

May 2022

May 2022

Bachelor's degree, Bachelor of Library and Information Science

Egypt

GPA (rating): Good

GPA (rating): Good

Library and Information Science

Skills

CRM software
Expert
CRM software
Expert
Analysis
Expert
Analysis
Expert
Team Management
Expert
Team Management
Expert
Banking
Expert
Banking
Expert
Coaching Staff
Expert
Coaching Staff
Expert
LEADERSHIP
Expert
LEADERSHIP
Expert
CUSTOMER SATISFACTION
Expert
CUSTOMER SATISFACTION
Expert
OPERATIONS
Expert
OPERATIONS
Expert
SALES
Expert
SALES
Expert
TEAM LEADERSHIP
Expert
TEAM LEADERSHIP
Expert
CUSTOMER SERVICE
Expert
CUSTOMER SERVICE
Expert
DEBT CONSOLIDATION
Intermediate
DEBT CONSOLIDATION
Intermediate
MENTORSHIP
Intermediate
MENTORSHIP
Intermediate
CONSOLIDATION
Intermediate
CONSOLIDATION
Intermediate
PROCESS OPTIMIZATION
Intermediate
PROCESS OPTIMIZATION
Intermediate

Languages

Arabic
Native Speaker