نائل الهادي, Call Center Manager

نائل الهادي

Call Center Manager

First Abu Dhabi Bank (FAB)

البلد
مصر - القاهرة
التعليم
بكالوريوس, Accounting
الخبرات
18 years, 6 أشهر

مشاركة سيرتي الذاتية

حظر المستخدم


الخبرة العملية

مجموع سنوات الخبرة :18 years, 6 أشهر

Call Center Manager في First Abu Dhabi Bank (FAB)
  • مصر - القاهرة
  • أشغل هذه الوظيفة منذ يناير 2009

- Monitoring, analysing, and coaching Call Center agents to insure reaching the highest rate of service level.
- Preparing monthly reports for the bank products.
- Preparing weekly and monthly agents appraisal.
- Conducting training for new comers.
- Collecting leads and following up till closure to increase bank profit through cross selling of the bank products.
- Good user of systems of: Prime, Online, FirsData, Sparrow, Intellect, and Bank Master Inquiries.
- Responsible for Delivery Unit (card & PINs).
- Following up with courier companies to insure cards & PIN delivery.

Call Center Team Leader في C3 - The Call Center Company
  • مصر
  • أكتوبر 2006 إلى يناير 2009

- Receiving & handling customers’ calls, complaints and inquiries for Coldwell Banker Egypt, British American Tobacco.
- Preparing daily, weekly, monthly reports related to the projects and the agents using reporting tools.
- Analyzing agents' performance during the month for the sake of the monthly appraisal.

Accountant/Operation Supervisor في New Shahd Limousine - Abu Ghali Group
  • مصر
  • أغسطس 2005 إلى مايو 2006

- In branches of Four Seasons Resort, Hyatt Regency Hotel, Crowne Plaza Hotel, Intercontinental Hotel, Movinpick Jolie Ville Golf Resort (Sharm El Sheikh)
- Operation supervisor in the Four Seasons Resort Sharm El Sheikh.
- Managing the office, dealing with guests & customers.
- Leader of the drivers.
- Conduct trainings for the new comers.

الخلفية التعليمية

بكالوريوس, Accounting
  • في Ain Shams University
  • أكتوبر 2004

Fair

اللغات

العربية
اللغة الأم
الانجليزية
متمرّس