Hani Rizk Email & Phone Number

Cairo, Egypt

• Met Retail, Prestige, Premier customer's needs and follow up with their inquiries and perform other outbound tasks .• Enhanced customer satisfaction by following up with them and update them with the last feedback about their request .• Open, close and update accounts and cards based on individual customer's needs .• Cross-selling SAIB's products and services to customers and providing transaction installment service also creating leads for sales team to attract potential customers by offering and persuasion skills .• Communicating with another divisions by Cisco and Outlook with Priority To Solve Clients issues & handling them to achieve customer satisfaction .• Prevented fraud by spotting suspicious behavior and identifying problematic transactions due to customer's reporting and take all the necessary actions to stop it .. and reporting to fraud team with any suspicious activity and charge-back team to refund the charged transactions .• Train clients on using our products using multiple virtual channels and support new batches to reach the stable performance at there first login month .• Lead shifts and supervise agent's work to carry out the duties to a very high standard services .• Reporting all day work every day to the managers, and another final overall report every month .

Cairo, Egypt

• Over 1 year of specialized experience in back office operations and quality review, focusing on optimizing internal processes and ensuring operational efficiency.• Process Optimization and Compliance: Led efforts to audit and validate data for accuracy, compliance, and consistency with internal policies; identified discrepancies and implemented corrective measures to maintain high-quality standards.• Utilized analytical skills to troubleshoot operational issues, implement innovative solutions, and drive performance improvements across teams as handling CRM requests (Modified, cancellation and resolving) .• Collaborated with multiple departments, including customer service, finance, and operations, to align goals, streamline communication, and enhance overall workflow efficiency as handling mailbox (direct contact with any customers, branches requests and inquiries) .• Quality Assurance and Continuous Improvement: Spearheaded initiatives to elevate quality benchmarks, implementing best practices to maximize service delivery standards and minimize errors as handling downgrade requests for all customers .• Handling corporate customers (inquiries via phone at corporate queue) .• Validate complaints that made by call center agents and data editing at system for (addresses, mobile numbers, email & etc ... ) , also training and mentorship them by developing and delivering training sessions to upskill team members, fostered a culture of continuous learning, and ensured adherence to quality protocols .• Data Management and Reporting Excellence: managed data integrity and accuracy while generating comprehensive reports to inform executive decision-making and drive process improvements as a monthly Report to head of customer experience about (CRM case captured and mistakes on call center queue / valid and invalid monthly report complaints) , also daily report for CRM cases and handling escalation cases .

Cairo, Egypt

• Met Retail, Prestige, Premier customer's needs and follow up with their inquiries and perform other outbound tasks .• Enhanced customer satisfaction by following up with them and update them with the last feedback about their request .• Open, close and update accounts and cards based on individual customer's needs .• Book and redeem customer's certificate and term deposits with all total interests and penalties percentage as a shared task with Attijariwafa branches by making service requests and submitting them to CD and TD back-office team .• Achieving sales target using consultative techniques .• Communicating with another divisions by Cisco and Outlook with priority to solve clients issues & handling them to achieve customer satisfaction .• Prevented fraud by spotting suspicious behavior and identifying problematic transactions due to customer's reporting and take all the necessary actions to stop it .. and reporting to fraud team with any suspicious activity and charge-back team to refund the charged transactions .• Reporting daily to team leaders and highlight areas where more attention may be needed .• Supporting new batches to reach the stable performance at there first login month .

Cairo, Egypt

• Met inbound customer needs while maintaining strict performance targets . • Completed inquiries and followed up with customers to share findings and offer solutions .• Resolve customers' issues or billing complaints by refunding money, or adjusting bills if customer is eligible for this .