Ahmed Essam Email & Phone Number

Dubai

United Arab Emirates

• Analyze and resolve a variety of banking queries, including account balances, transactions, account statements, loan inquiries, and general banking information. • Meet or exceed sales targets by promoting and selling banking products and services to customers during phone interactions, demonstrating persuasive communication skills and product knowledge. • Maintained an outstanding first-call resolution rate, resolving approximately 90% of customer inquiries during initial contact, enhancing overall customer satisfaction. • Ensure compliance with banking regulations, security protocols, and internal policies while processing transactions and handling customer information, safeguarding the interests of both customers and the bank.

Cairo, Egypt

• Presented accurate and timely reports on call quality, productivity, availability, and other key metrics as determined on a daily, monthly, month-to-date, and year-to-date rolling basis, increasing overall agent performance by 40%.• Developed and built statistical analysis models using large data sets, which translated into meaningful insights, resulting in a 20% increase in headcount in 6 months.• Constructed a comprehensive reporting infrastructure to allow for coaching of under-performing technical support engineers, which improved their performance by 24% on average.• Audited 35 technical support engineers' inbound and outbound phone calls and correspondence, as well as their performance, techniques, and adherence to guidelines and procedures.

6Th Of October City, Egypt

• Managed a team of 20 representatives and coached them on best practices in customer communication, increasing customer satisfaction by 50%.• Constructed weekly and monthly performance analyses to inform data-driven feedback.• Handled challenging cases left unresolved by the team, and retained 90% of those customers.• Oversaw and coached newly hired representatives to ensure a smooth transition from the learning environment to the daily production environment, resulting in the development of the training materials.

Egypt

• Collaborated with 40+ customers on average per day in a complex, fast-paced, and demanding call center environment.• Contributed to team effort by exceeding customer satisfaction target by 30%.• Exceeded sales targets by 35% in the first half of 2019 by maintaining a strong understanding of product offerings and quickly assessing customer needs.• Recognized twice by the client as a top performer in the first and second quarters of 2019.