Bassem Saeb Youssef Chebli Email & Phone Number

Cairo, Cairo Governorate, EG

Cairo, Egypt

• Define the overall objective and strategic direction for the call center to align with organizational goals.
• Develop a target plan to set monthly, quarterly, and annual goals for the call center team.
• Establish the main objectives for the social media team to drive engagement and brand awareness.
• Plan and manage social media advertisements, including setting the budget and optimizing ad performance.
• Set the main objective and operation strategy for the complaint team… Show more
• Set the main objective and operation strategy for the complaint team to effectively handle and resolve customer complaints.

Cairo, Egypt

• Developed and implemented objective-based Key Performance Indicators (KPIs) for the contact center across various branches, including customer service, telephone sales, complaint handling, and social media moderation..
• Coordinated the allocation of human resources, equipment, and infrastructure to maximize resource utilization and support the attainment of quality… Show more
• Coordinated the allocation of human resources, equipment, and infrastructure to maximize resource utilization and support the attainment of quality and quantity targets. Conducted regular audits to evaluate resource.
• Gathered and analyzed call center statistical data, including sales rates, costs, customer service metrics, and other relevant KPIs. Used this information to inform decision-making, identify trends, and adjust.
• Evaluating performance with key metrics:Reduced average call waiting time by 30% through optimized staff scheduling and routing algorithms.
• Created a comprehensive training program for new hires, resulting in a 25% reduction in first-call resolution rate.

Egypt

• Created clear standards and guidelines for measuring customer satisfaction.
• Ensured consistency and fairness in evaluating customer experiences.
• Robust framework for tracking and analyzing customer feedback.
• Pinpointed areas for improvement and recognized excellence in customer service delivery.
• Provided exceptional support and guidance to customers regarding HSBC's diverse portfolio of financial products and services.
• Leveraged extensive knowledge of HSBC's… Show more

Egypt

• Answering customer inquiries and resolving issues through phone, email, or chat support.
• Providing accurate and timely information about products or services, and upselling or cross-selling as appropriate to meet customer needs.

Egypt

• Oversaw and maintained positive relationships with guests, addressed their needs, and ensured their satisfaction throughout their stay.
• Developed and implemented training programs for guest service staff, ensuring they have the necessary skills and knowledge to deliver exceptional customer service.
• Assisted guests with inquiries, requests, and special needs, providing personalized attention, and ensuring their satisfaction.
• Investigated guest complaints, gathering relevant… Show more
• Investigated guest complaints, gathering relevant information, working towards satisfactory resolutions, and collecting and analyzing guest feedback to improve the guest experience and maintain loyalty.
• Created and managed staff schedules and rosters to ensure adequate coverage and efficient utilization of resources, while also ensuring guest satisfaction.

Accepted, Faculty Of Law

Very Good, High School