محمد أشرف

Core Banking Operations: Handled high-volume inbound inquiries for Banque Misr customers, managing accounts, loans, and diverse service requests with strict adherence to banking regulations.

System Proficiency: Utilized Siebel CRM for 360-degree customer management and OASIS for comprehensive card services and lifecycle management.

Financial Transactions: Executed credit card transactions, installments, and troubleshooting via Power System, ensuring 100% data accuracy.

Digital Banking Support: Processed electronic requests through Finacle Core Banking, achieving a 95% First-Call Resolution (FCR) rate for complex account and technical issues.

Performance Excellence: Consistently met KPIs for call quality and security protocols, maintaining a high customer satisfaction score.

Wallet Management: Managed end-to-end support for e& Cash digital wallet, including transaction verification, account management, and complex complaint resolution.

System Mastery: Expertly utilized MobPay for real-time transaction monitoring and Siebel CRM for logging Service Requests (SR) and customer interactions.

Technical Support: Provided critical assistance for password recovery, wallet control, and app optimization, ensuring a seamless user experience.

Workflow Efficiency: Successfully identified and escalated complex technical issues to the Back-Office team, maintaining a streamlined resolution process.

Quality & Performance: Achieved a consistent 4.8/5 Customer Satisfaction (CSAT) score and maintained high KPI standards for call quality and security protocols.

Operational Excellence: Managed 90+ daily inbound calls for Carrier & Media AC systems, consistently achieving a high volume of resolutions with a 3.08-minute Average Handling Time (AHT).

System Proficiency: Utilized SAP ERP to manage customer data, log technical complaints, and efficiently schedule maintenance visits.

Top Performance: Ranked in the Top 10 out of 150+ agents for meeting and exceeding call efficiency metrics and service quality standards.

Conflict Resolution: Handled complex inquiries and technical complaints, providing effective solutions and discounts to enhance customer retention and satisfaction.

Efficiency: Streamlined customer service workflows by directing calls to relevant departments and ensuring precise documentation of all interactions.