Customer service, Online & Call Center Internal Control & MIS Navigator
EFG–Hermes
Total years of experience :11 years, 1 Months
Ref. (Mr. Sherif Shash EFG Call Center Manager / Mr. Mohamad ElSayed Service Quality Control Manager /Mr. Ahmed Tawfik HSB Managing Director).
Responsible for handling 15 EFG contact centre Brokers and 2 Traders
Ensure compliance of agents to EFG policy.
Resolution of Internal & External complex customer escalations
Report unit performance and agent’s productivity to senior management
Develop team using training & personal coaching to reinforce required skills.
Use expert knowledge of work force planning systems to influence business benefits.
Analyze data from various sources to coordinate direction, deliver & influence improvement to
KPIs over a cross functional base.
Lead & take key responsibility in identification & execution of projects & those delegated to me.
Provide performance reporting to senior management on improvements across the operational unit on daily/weekly/monthly/Quarterly/semiannual & annual basis.
Responsible for the identification & implementation of process improvements & coordination & measurement of change & efficiency.
Build close working relationships within Country Business Unit & accepted as a role model of quality & efficiency, driving & challenging to achieve necessary improvements.
Identify specific training needs for the unit.
Cross functional working with other departments such as other operational managers, Quality
Control and others to support and meet business requirements. Influence at all levels to drive quality & efficiency
Investigate any compliance issues related to the calls due to my previous experience in such fiel and any kind of quality assurance or Inspection needs to be done.
Ref. (Mr. Sameh Emam Country Fraud Manager afterwards Mr. Mohamed Samir "CSIS").
Build a highly organized investigation team of 5 fraud Investigators, leading them to record minimizing Fraud Cases in four straight quarters. Also, represented the country as the national’s fraud manager for 3 continuous months.
Hire, train, develop and manage fraud risk staff
Conduct Training sessions to enhance the investigation skills
Review investigation process
Approve investigation cases results before proceeding
Generating MIS reports for Number of cases referred for all products / rejected / sampled checked / complaints / loss prevention.
Preparing unit reports.
Maintain good relation with law enforcement.
Close monitoring of fraud customers to identify any new fraud trend.
Conduct ongoing reviews of control processes (e.g. embossing, internal & external).
C O B plan Coordinator “continuity of business”.
Training at Public Funds Authorities.
Training sessions regarding bank policy for all direct and indirect sales channels.
Review and approve all fraud risk aspect of the product program.
Develop executive MIS to effectively manage the Fraud Risk Management Unit.
Conduct fraud awareness programs for other units and law enforcement.
Review and resolve complains.
BIR visits conducted to code showrooms according to their profile to maintain the integrity of the business.
Check cases referred from AFU to confirm details submitted by customer to be able to identify fraudulent cases / Referred Complaints.
Conduct surprise visits to dealers to check the integrity of the business.
Conduct field investigations.
Check the integrity of the DSE across all products through sample check.
Report fraudulent cases on local and international bulletins to the CBE.
Ref.(Mr. Essam El Daly Citiphone Head).
Responsible for handling 5 operation analysts
Ensuring the team is meeting standards for their targets
Generate Citibank Online transfer MIS Reports.
Produce MIS Reports for CitiPhone Memos Queue
Checking IVR, Trunk Lines, CitiPhone Recorder Channels.
Handling CitiPhone Queue Memos.
Accountable for booking all Products sold by CitiPhone.
Responsible for all Missed enrollments.
In charge of Citibank Online Outgoing transfer Requests & Call Backs.
Review all daily Maintenance transactions done by CitiPhone.
To report CPO’s daily attendance and manage CitiPhone recorder tapes.
Reporting back to CitiPhone unit head regarding any compliance issues related to CPO’s Calls.
Ref.(Mr. Navid Malik Citiphone Head).
Responsible for handling 60 Citiphone contact centre gents
Ensure compliance of CPO’s to Citibank policy with special attention to customer verification.
Analysis the daily Maintenance transactions done by CitiPhone.
Report CPO’s daily productivity.
Review Address Maintenance done by CS Unit and sales done by Telemarketing Unit.
Prepare and send the customer’s leads and tracking forms to the concerned Department.
Update CPO’s attendance, Schedule and overtime sheets.
Citiphone recorder tapes management.
Act as backup for CitiPhone MIS Navigator in generating Unit’s MIS reports.
Handle Citibank Online transfer Memos Requests in time manners.
Give feed back to CitiPhone unit head regarding any compliance issues related to CPO’s calls.
Appraisal CSUint callbacks and contact CM’s to get their feed back regarding the service provided in terms of both addressing the customer’s personal & practical needs.
Any Kind Of Quality assurance or Inspection Need To Be Done Allover CitiPhone.
Handling all authorization requests for Citibank credit cards.
Manage Citigold customers and in charge of Vodafone payments.
Providing authorization for credit card holders (Giving either approval or decline for all the referral responses from other acquiring banks like NBE, AAB and Misr Bank accordingly to the c/m status).
Ensuring productivity standards for the unit and managing the afternoon officers.
Handling escalated calls.
Reporting a daily report of the shift performance to the unit head
Ref. (Miss Mona Mandour Citiphone Head).
To provide customer service ((Banking, credit card and loans information (lost /stolen cards, interest calculations, balance inquiry, payment inquiry)
Perform financial transaction (Handling banking transfers through different accounts. to all customers calling in the call center, Identify potential customer opportunity to deepen customer relationships (cross - selling), resolve customer complaints in minimum time frame.
Achieve established standard for call handling quality, productivity and availability.
Meet all service standards and indicators.
Ensuring all customer queries and problems are resolved in the minimum possible time frame.
To make sure that the customers are updated on all latest product, policy information Using RCC & UWS system.
Training for 3 month starting Nov.2002 ending Jan.2003)
Ref.(Mr. Ramy Zaki Managing Director)
Air freight, sea freight. Handling customers, contact with travel co., shipping co., freight agents….etc.
Ref.(Mr. Ashraf Helmy Traffic Department Manger).
Arrival, Departure, Sightseeing's, Over Day, Over Night, Sound & Light Performance …etc.
Ref.(Miss Dalal Awad in-flight service manager or Miss Randa Sheriif in-flight service manager assistant)
Securing aircraft cabin, hosting passengers, (airbus 310)
Selling electrostatic powder for painting metals.
Selling time-share.
Securing aircraft cabin, hosting passengers, (747, 767, airbus 300, 600),