Freelance Trainer
Freelance Trainer
مجموع سنوات الخبرة :17 years, 10 أشهر
Planned, developed and delivered freelance training. “More than 2400 hour”
Handled technical queries and responded enthusiastically.
Developed and organized training manuals.
Prepared study material and planned teaching strategies.
Delivered training at Clients location. ex:(HDB Bank Cairo Egypt)
Delivered Training at Clients location:
(Sai next link Visakhapatnam India)
Delivered Training at Clients location. Ex(Valeo Cairo Egypt)
Delivered Training at Clients location. Ex(Al Borg Laboratories)
Delivered Training at Clients location (HDB)
Some of the trainings conducted:
Collection calls technique.
Business etiquette
Overcoming Sales Objections
Critical Thinking and Problem Solving
Train the Trainer
The Selling Process with a Higher Success Rate
Leadership skills
Understanding and Managing Yourself: Personality traits for Sales Success
Manager as a Coach
Power of One (change management)
Team Building
Advancing Contact Center Quality through Monitoring and Coaching
Contact Center Agent Coaching Series
Coaching Process a Practical Approach to Getting Results
Contact Center Metrics
Contact Center Monitoring
Contact Center Staffing and Scheduling
Monitoring and Coaching for Supervisors
Quality Program Development Workshop
Body Language
Office Politics
Tolerance of Change and Uncertainty
Meeting Management
Business writing
Bank Industry Primer
Bank Modeling and Bank Valuation
Retail Banking Products & Services
Children Etiquette
Inducted as Quality Team leader and charted an exponential growth curve to merit the promotion as Collection Team leader
Designation Chronology:
• Jul 2011 - Present : Collection Team leader
• Apr 2010- Jul 2011: Quality Team leader
Highlights:
• Directed all operational activities and developed Database" HSBC Middle East Collections" across 6 countries UAE, Lebanon, Qatar, Jordan, Oman and Bahrain.
• Analyzed all call center operations, associated statistics and management practices to identify any deviant trends and devised strategies to eliminate bottlenecks.
• Introduced 8 monthly coaching session and fostered team and individual growth through coaching, mentoring and designed lesson plan per collector per month and CDP (collector development plan).
• Awarded "best team leader" and team received the best performance for 6 months consecutively in both quality targets and numbers
Key Responsibilities:
• Monitoring collection efforts to ensure that loan delinquency and loan losses are minimized and recoveries are maximized.
• Making proactive adjustments in processes to ensure call center goals are met and supporting quality and training efforts.
• Reaching goals envisaged as per SLA's and quality standards and generating periodical reports on KPI's of inbound calls, abandon rate, average talk time, productivity and efficiency.
• Receiving calls in both English and Arabic, monitoring individual telephone calls and performing periodic review to ensure quality and consistency of service.
• Compiling reports on payment trends and associated statistics to provide for reserves and facilitate strategic interpretation.
• Updating financial data, earmarking problematic clients and intimating department heads of the same well in advance to initiate counter measures.
• Setting a calender, detailing all activities of the month and delegating responsibilities for collection, performance, numbers and training for each agent.
Highlights:
• Worked cross functionally, captured financial impacts of poor quality across the business and drove improvement in identified areas.
• Assured systems and processes are in place to meet all organizational quality requirements and established build quality work shop for product quality, regulatory compliance, quality systems and processes in collections.
• Led the Quality initiatives and restricted account ageing to 180 days of delinquency, maximized collections and minimized loss and system downtime.
• Introduced new process encompassing Call Routing and Call Monitoring, Call and POS audits and MIS reporting standards.
Key Responsibilities:
• Proffered training to new joinees on compliance and departmental procedures, provided inputs in improving the overall quality of the department and ensured delivery against QA department goals and objectives.
• Handled whole gamut of activities of CBS Call Model system, including the facilitation of Calibration sessions, QA page structuring for highlighting monthly CBS Certified and submission of call calibration results/ weekly details/exhaustive updates of quality of department to AVP/VP.
• Managed, performed and verified all activities affecting quality, detecting problems faced and recommended preventive action against non-conformities for products, processes and quality control system.
• Provided recommendations on escalated quality and Red Flags/issues, maintained productivity targets in alignment with process center targets and oversaw supervisory calls.
• Enforced service improvement measures, worked on one initiative a month encompassing CD1/Recovery/HLD/PMT/Resolution/secure/Skip, etc to maintain high productivity levels.
• Strove to provide good customer experience, attended 25 calls per day and ensured cross audit done by business partner on random section of calls monitored.
Highlight:
• Designed a quality workshop in the collection department to ensure very good service level in terms of Quality of call.
• Provided strategic inputs in reporting process for the units service rating and MIS statistics in addition to managing CitiPhone infrastructure efficiently.
Key Responsibilities:
• Maintained monthly dashboards, EMEA as per MIS standards, evaluated CPO sales and determined incentives.Promoted good customer relations to provide premier customer satisfaction; developed rapport with the customers and promptly responded to customer issues and complaints.
• Was responsible for appropriate reporting of issues and problems on processes and customers’ feedback on product and services.
• Monitored effective performance management systems by identifying areas of improvement and implementing measures to enhance performance level of the customer representatives.
• Formulated monthly performance reports, computed monthly incentives for agents, team leaders based on their performance and submitted them to senior management for review.
• Supervised System entitlements and constantly updated CitiPhone profiles /Ids, tracked market changes and devised new methods for lead generation.
• Devised check points for the existing management information system, researched past data, incorporated new requirements for efficient functioning of the bank activities.
• Appraised integrity of processes to ensure departmental objectives and activity are in alignment with the company's strategic vision.
Highlights:
• Enforced and supported all measure to improve bank's working processes towards achieving maximum customer satisfaction and monthly sales target.
• Increased business with existing clients through service customization and personalized interfaces for customers calling in the call centre.
Key Responsibilities;
• Managed routine operations, developed and designed the call flow and executed customary functions for IVR utilization, achieving service standards and indicators of 100% courtesy and 100% accuracy and monitoring team performance towards Service/Sales/ Productivity.
• Handled 12+ call every hour, attended customer queries and complaints in minimum time scale in addition to handling all escalated calls.
• Ensured the application of the bank’s policies and procedures. Appraised the integrity of processes to ensure department objectives and activity are in alignment with the bank's strategic vision.
• Constantly networked and marketed various products and services such as credit cards, along with working on all banks applications to achieve the recommended sales target.
• Kept records of customer and financial interactions/transactions, recorded details of inquiries, complaints, and comments, as well as actions taken to cater to the same.
• Processed all authorization requests for CITIBANK credit cards, verified card account status, spending behavior, account conduct before approving, or declining any transaction.
• Efficiently handled Citigold customers, converting all opportunities in to sales and preventing loss, fraud and misuse of lost credit cards.
• Prepared daily MIS ACD, superintended all shift operations and assisted team leader in resolving difficult and complicated customer issues.
Key Responsibilities:
• Responsible for collection activities on past due accounts at any stage of delinquency within personal loans, demonstrated persuasive skills and followed high ticket size and risky customers, for special negotiation.
• Counseled and attempted to establish workouts to avoid/ minimize losses by negotiating installment plans with customers and authorized third parties to establish equitable repayment terms.
• Contacted customers and collect past due balances for a portfolio of delinquent customers in personal loans through a range of techniques, including telephone, email, facsimile and automated collection letters.
• Dealt constructively with conflict and responded professionally to customers and efficiently handled difficult customer's inquiries, complaints and disputes with the aim of resolving and reducing complaints
Highlights: - Spearheaded first to implement call model for bank in entire middle east. Other Training and Courses: - Certified call model CBS program