Customer Service/Support Team Leader
Tech2home
مجموع سنوات الخبرة :19 years, 9 أشهر
• The position’s main responsibility to provide quality and efficient support to customers and various operational teams. Through the daily management of a team to do the following:
• Taking inbound/outbound help calls from/to customers, data entry, coordinating with external vendors and government organizations, plus various support and administration tasks.
• Review, verify and approve invoices and checks for payments.
• Prepare monthly report to the committee and suggest new strategies.
• Responsible for the cost-effective operation in the club with the management.
• Budget monitoring (actual vs. planned) and Petty cash controlling
• Posts customer payments by recording cash, checks, and transfer
• Follow up, collection and allocation of payments
• Assist and engaged in the month/year end closing.
I have started with Citibank as Tele calling and In-house collector for active loans auto and pil Then Agency team leader for external agencies for task force and active loans then recovery Credit card agency Team Leader.
• Supervising three teams of 45 collectors in three external agencies
• Meet and handle delinquent customers (Active & Write off) to turn their accounts to current, Reschedule, or pay off the loan/Cards.
• Refer not settled and high risk cases in domain to external agencies.
• Release Cheques for customer to agencies in order to take legal action.
• Follow-up updates with agencies supervisors through, MIS, resolution& results “daily, weekly, and monthly.
• Approve to stop legal action for customer who paid off their entire delinquency.
• Check & Calculate monthly agencies collection payments.
• Send and discuss final monthly MIS analyses to higher management.
Strategy:
Make recommendations for changes in collection strategies when deterioration is anticipated based on flow-through rates.
Approve assignment of problematic accounts to the collection Bureau, coordinate with them for appropriate actions on assigned accounts, and monitor their performance.
Review referred accounts to provide further guidance and special instructions.
Negotiate installment plans with customers and authorize third parties to establish equitable repayment terms.
Identify potential loss accounts.
Monitor collection Bureau's performance on accounts sent for legal action.
Responsible for handling hardcore accounts
• To verify the customer applications and supported documents who apply for Credit Card, Personal or Auto loan or Real Estate Finance to five the AFU a clear image in order to approve or reject the application.
• Lead Fraud Investigation and Fraud Detection
• Optimize the fraud management tools and operation processes
• Report/update fraud status to Risk team and the related Dept.
• Work closely with Regional Fraud Team regarding fraud investigations, Best practices
Responsible for providing quality and efficient customer service to customers through managing a team of employees to include hiring, motivating, recognizing and rewarding, coaching, counseling, training, and problem solving. Plus, assist the manager with development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs.
Realize that business is built on customer satisfaction and devote himself/herself to:
1-Guarantee satisfaction of customers.
2-Determine each customer’s vehicle needs by asking questions and listening.
3-Demonstrate vehicles (includes test drives).
4-Deliver vehicles to customers. The delivery process ensures that the customer understands the vehicle’s operating features, warranty and paperwork, and it lays the foundation for customer loyalty.
5-Establish personal income goals that are consistent with dealership standards of productivity, and devise a strategy to meet those goals.
6-Report to the vehicle Sales Manager regarding objectives, planned activities, reviews and analyses.
7-Keep abreast of incoming inventory, features, accessories, etc., and how they benefit customers.
8-Work with the service department and body shop to ensure that vehicles are reconditioned as expected and on schedule.
9-Attend sales meetings and training offered by the dealership and the manufacturer.
Egyptian import & Export Company the head office located in Louisiana, USA working in Auto parts and used cars. Using an American accounting system to output the final financial statements and coordinate with the other branches in (London-UK), (Louisiana-USA) and AUS
• Book the transactional entries in accounts on daily basis.
• Review project contracts and notify quality surveyor of highlighted discrepancies found and maintain project contracts files.
• Prepare monthly reports on clients ageing analysis, fixed assets, staffing workmanship, and cash flow.
• Handle the staff payroll on monthly basis and liaise with HR accordingly.
• Prepare daily reports on balances for banks.
• Perform other duties as assigned by the chief accountant.
• Prepare bank reconciliations and supplier account statements periodically.
• Analyze submitted petty cash statements and process petty cash reimbursements.
• Maintain schedules pertaining to prepayments, deposits, and postdated cheques.
• Prepare debit notes for inter-company related transactions.
• Record periodic bank interest amount
Sep 2000 - Jun 2004 Alexandria Alexandria , Egypt Accounting, Bachelor(BSc/BA), GPA Good
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