Mahmoud Hussein

• 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%+.

• 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.

• 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.

• 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.

• Led Cross-Functional Teams as project manager: Managed and coordinated 2 teams (copywriting & graphic design) to deliver projects on time.

• 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.

• Resolved customer inquiries, While improving customer satisfaction by 10% monthly and first-call resolution rates by 3-5%.

• 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.

• 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.

• Customer Service: Resolved customer inquiries, provided clear explanations, and aimed to improve overall customer satisfaction.