Khaled Abdel Hamid Email and Phone Number

• Provide an open communication channel for all team members, ensuring an environment of approach-ability and timely resolution of issues• Ensure that all team members adhere to customer satisfaction standards and contracted service level agreements.• Ensure that HSBC standards, policies and procedures are defined and adhered to.• Maintain up to date team and personal knowledge of products and services.• Facilitate regular team meetings, training and coaching sessions.• Conduct Coaching, one on ones, and career development sessions at regular intervals to CSRs and Build individual development and satisfaction meeting discussing career path.• Participate in performance reviews and development plans with individual team members.• Track performance and quality measures.• Report on and monitor KPI’s and SLA’s and provide recommendations for improvement to meet these, if required.• Report on and monitor KPI’s and SLA’s and provide recommendations for improvement to meet these, if required.Added to the above I was assigned with the below tasks :o Accredited to conduct interviews in the hiring processo Focal Point for planning and support for the HBEG team o Lead the training and implementation for the new processes in HBEG contact centero Operation manager deputy

• Handling Customers Enquirers and questions about accounts.• Serving wealth customers "premier and advance"​ line.• Resolving technical issues in their accounts on internet.• Handling customer's escalations as a delegate on HSBC hotline. • Coordinating between the concerning departments to solve the customer problems• Preparing reports and numbers related to team performance as a deputy team manager.• Assisting new hired at HSBC contact center and conduct quality sessions as Quality SPOC.• Handling generic mail queries and complaints.• Quality rating for the team members.Added to the above, I was assigned with the below tasks :o A member of the internal audit team that was assigned responsible to ensure that contact center preparations is on track for the group audito Team Manager deputy.

• Support customers' inquiries about products and services.• Handling different complaints.• Provide the highest level of customer service and ethical decision making• Train conference team on operations, policies, and procedures• Attend mandatory training sessions and staff meetings• Coordinate with other departments to solve customers’ complaints.• Provides customer additional information or explains services• Discusses products offered and ensures customer satisfaction• Tactfully handles confrontational or stressful interactions with the public• Completes supporting paperwork and data entry as required• Accurately captures customer information• Creates and maintains service reports