Premier Assistant Manager
HSBC
مجموع سنوات الخبرة :14 years, 3 أشهر
Managing Team of 12 Agents guiding them to better customer service, operations and management.
MI reports to Business and Operation Manager.
Playing a vital role in managing the Premier Preposition in Egypt.
Delivering training.
Ensuring that financial and operational losses are controlled.
Representative of my Department and acting as a safeguard in many projects.
Providing significant input to weekly meetings.
Receiving a number of Certificates of Achievements in recognition of being Customer Driven.
On June 2012 worked on a Migration Project to Transform HSBC Service Delivery, HBEG, SME, CMB and Saudi Arabia Site into new UK Infrastructure. Worked side by side with the IT department and Change Delivery Project Managers with the aim of improving efficiency, reducing cost and enhancing customer experience.
Got few of the most important Certificates and Awards in HSBC.
Customer Service Executive: Starting from 7 March 2010 to 1 June 2011.
Support Professional for 5 regions: UAE, Oman, Qatar, Bahrain and Jordan
Main Responsibilities:
Answer phone professionally
Respond to customer queries
Handling customers complaints and resolving them efficiently.
Cross selling HSBC products.
Following up with the customers.
Making global transfers.
Solving credit cards and online banking issues.
Fraud handling and reporting.
Handling technical issues for the website.
Complete calls reports.
Additional Tasks: Acting as a Team Leader.
Putting monthly exam for the team.
Working with the CRL team.
Handling escalation calls.
Performing necessary reports when needed.
Stream Global Services: Sirius XM
Support Professional for United States of America.
1 Dec 2010 to 1 March 2010.
Main responsibilities:
Answer phones professionally
Respond to customer inquiries
Research required information using available resources
Handle and resolve customer complaints
Provide customers with product and service information
Process orders, forms and applications
Identify and escalate priority issues
Route calls to appropriate resource
Follow up customer calls where necessary
Complete call logs
B.A. 2009 Faculty of AL- Alsun - Ain Shams University Major: Spanish Minor: English Grade: Good Secondary Education: 1st to 6th Grade: British Education in the U.A.E.
General Certificate of Secondary English School- Future Language School 2005