Eman Aly Email & Phone Number

From sep,2013 till Nov,2014- worked at Xceed ( Du Account ) . From Dec.2014 till now:- Working For HSBC (Global Service center) As Customer Service Executive.Selected to join Outbound team : Handling any customer request for follow up and solving his problem in a timely manner-Managing action parties requests from the Contact Center and updating them after that -Validating updates and ensuring that all the staff are fully aware about it and it’s impact -Supporting Customer Relations team to solve Complaints within the SLA and ensuring that Customer is satisfied-Analyzing root causes and watching any changes on customer behavior- Was responsible for driving sales within the team, following up on their AR/PS in order to know the outliers, making action plans when needed to enhance our sales performance- Buddy for new member at the team, Managing their performance and teaching them how to achieve high scores, supporting them to maintain the required standards, analyzing areas of improvements and discuss it with my Manager, making and action plan for each and every performance areas of improvement and it was successful wit them all- Selected As Co-Trainer on 2016 for assisting the training team when needed on delivering sessions and to be a mentor for the new batches, coach, develop, analyze and support the new joiners to be BAU- Selected for the role of OBTM (Outbound Telemarketing) at first of Nov.2016 till now -Working on campaign as: Upgrade customer’s account to Advance and Premier -Contact directly with business partner-Supporting other process (Retention Team).- Moved to HSBC Bank Egypt since 7/2019 till present as sales and service officer and was responsible for:-· Understanding and meeting customer needs, maximizing the opportunities for HSBC to achieve the RBWM plan/metrics · Leading the Personal Banking proposition to ensure opportunities are identified and customer needs are met effectively, maximizing all available resources. · Compliance with the relevant Group standards and the Regulatory organization as applied to the implementation of the RBWM strategy in their country . Responsible for generating leads and sales from the Personal Banking proposition and making referrals to Wealth

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  Cairo University

  Accounting