Ali Kamel Email & Phone Number

Cairo, Eg

Cairo, Egypt

• Responsible for extracting, preparing and analyzing data from the CRM system on a daily basis.• Sending daily and monthly reports to the departments directors to help take the appropriate decision regarding requests that have not been properly worked on.• Analyzing day and month data regarding the number of incoming calls and customer inquiries, requests and complaints that were submitted on CRM system.• Responsible for conducting the necessary tests for complaints and requests… Show more • Responsible for extracting, preparing and analyzing data from the CRM system on a daily basis.• Sending daily and monthly reports to the departments directors to help take the appropriate decision regarding requests that have not been properly worked on.• Analyzing day and month data regarding the number of incoming calls and customer inquiries, requests and complaints that were submitted on CRM system.• Responsible for conducting the necessary tests for complaints and requests proposed on the CRM system (the test environment) and commenting on them before launching them on the live system.• Receiving suggestions for amending requests, complaints, and activities, and responding to them.• Direct communication with Bank's Complaints Department for permanent updating of complaints on CRM system. Show less

Cairo, Egypt

• Customer Service and Quality Supervision Department• Processed Customer Requests for Services, such as update data, Transaction Reverse, Travel Note and redemption point.• Calm angry Callers, repair trust, Locate resources for problem resolution and design best-option solutions.• Responded to customer complaints and determined corrective action for high-call volume department.• Described promotional offers and used persuasive sales techniques to upsell services• Helped… Show more • Customer Service and Quality Supervision Department• Processed Customer Requests for Services, such as update data, Transaction Reverse, Travel Note and redemption point.• Calm angry Callers, repair trust, Locate resources for problem resolution and design best-option solutions.• Responded to customer complaints and determined corrective action for high-call volume department.• Described promotional offers and used persuasive sales techniques to upsell services• Helped with technical issues with logging into accounts online.• Following up all customer requests that are registered through the call center and being responsible for solving them and informing customers.• Following up the technical and electronic complaints of customers and following them up with the technical support departments (E-Banking, NBE wallet, Digital branches)• Examination of cash complaints from Al-Ahly Bank machines with the Card Center and the machine management• Examination of cash complaints and purchases with the charge back departments, Visa and Master Authority.• Examination and follow-up of various customer complaints with the branches and follow-up to the branches and regions to identify and solve the problem and inform the customer.• The responsibility of the entire administration to receive documents and complaints from the Central Bank and the government portal, to contact customers, to identify complaints and to follow up with the relevant departments.• Blocking & Replacement cards after co-ordinate with retail risk for fraud & commercial usage by the customer in & out powered• Responsibility to attend training for any new system, service or offer of offers with the product management, and to develop a training plan to train call center. Show less

Cairo, Egypt

• Reviewed Customer Requests for Services, Such as Blocking, Transaction Reverse, card Replacement, Travel Note and redemption point.• Responded to customer Requests and determined corrective action for high-call volume department.• Following up all customers’ requests that are registered through the call center and being responsible for Review them.• Receiving system reports from Data Ware House department and processing, preparing and comparing them with reports extracted from CRM… Show more • Reviewed Customer Requests for Services, Such as Blocking, Transaction Reverse, card Replacement, Travel Note and redemption point.• Responded to customer Requests and determined corrective action for high-call volume department.• Following up all customers’ requests that are registered through the call center and being responsible for Review them.• Receiving system reports from Data Ware House department and processing, preparing and comparing them with reports extracted from CRM system. Show less

Cairo, Egypt

• Answer large amounts of inbound and make outbound calls in a timely manner.• Following call center “scripts” when handling different topics.• Identifying customers’ needs, clarify information, research every issue and providing solutions.

Cairo, Egypt

• Answer inquiries in a simple, clear and clear way.• Deal calmly with various customer complaints.• Provide the information requested by the customer about the service or product.