Amr Nasser Email and Phone Number

Data Analysis and Reports Automation

• People Management of a team of 17 members • KPIs management including NPS, Customer resolution Index, Handling time and Quality • Coaching using GROW model for performance improvement • Performance analysis and reporting to identify gaps and challenges • Strategy planning for performance achievement • Compliance Governance and quality assurance

• Handling customers’ complaints for the Pay Monthly consumer segment • Supporting advisers with knowledge related queries and guidance to use the knowledge base • Identifying main gaps leading to complaints • Analysis on the complaints data to identify root causes and recommending fixes • Delivering change updates weekly to the advisers communicated from the client

• Induction for the new comers to the company’s culture and role profile • Coordination with stakeholders for profiles creation • System training for the CRM tools, soft skills and company’s policies

1-Managing and Tracking the performance/Operations of the Team.2-Setting the right Culture and behaviors in co-ordination with the LCVP.3-Setting Minimum Criteria per Member in Co-ordination with the LCVP.4-Doing and Educating the Members about Sales Processes.5-Cold and Warm Sales Approaches accompanied with Creating Leads and Deals Closure.6- Managing the Current Partners and working on Delivering the Partnerships already in place.7-Frequent Analysis, Periodic Report to the LCVP upon the Current State of performance.8-Managing 10 to 15 working hours per week.9-Feedback mechanism implementation and follow up.10-Working on feedback in order to deliver quality experiences.11-Improving and enhancing communication channels (both ways).12-intern Engagement activities (per week/ per month, etc)