Khaled Maamoun Email & Phone Number

Egypt

 Increase Sales team awareness with the system to make sure that all activities & actions are logged on Salesforce system. Handling all the leads generated whether from the Marketing team or the call center team and assigning these new leads to the sales team. Designing a system hierarchy to allow each manger to view & follow up with his/her team activities on salesforce. Generating all types of reports allowing the Managment team to have a 360 view on all the activities made by the sales team. Handling with the Finance department, the commission status for all Successful sales. Handling the contract process for both the Ambassador & Brokers. Making sure that the client’s contracts and documents requirements are legally fulfilled. Co-operating with the technology team and looking for solutions to assure the ease of working flow

Egypt

 Managing Forsa Operational team, (hiring, developing, coaching, etc….)  Increase team awareness to make sure that customers fill & sign the required documents in a complete manner that will make all the legal documents of the customer complete & as per the legal requirements. Making sure that the team facilitate and provide the required assistance for customers to either download the consumer finance mobile application & / OR activation of the credit limits. Making sure that the team finalize the documentation process in a professional & proper Way. Audit on both makers & Checker process. Follow up with different departments on any customer related cases. Making sure that the schedule covers manpower gaps, and fulfills needed activation points according to the plan with the Business & development team. Managing the allocation of the activation team in new spots based on an agreed upon plan with the business & development team. Enhancing the customer Journey starting from downloading the application till using the limit granted for the customer. Assuring that the information shared to the customers is unified across all departments including the call center. Managing the logistics for Forsa booths & counters located in different locations. Managing the Document Compliance Team to make sure that the signed contracts meets all the legal requirements.

Egypt

 Managing Endorse Operational team, (hiring, developing, coaching, etc….). Responsible for contributing to a work environment for the operations team that drives results and positively energizes and challenges team members.  Works alongside Business Analytics / IT to enact operations tracking reports, systems and process change / enhancement when needed. Prepares and maintains policies and procedures as related to all aspects of the Operations in accordance to all regulatory requirements Manages proper archive/custody of records and documents according to Manage & handle all early, partial, closures and write-off settlements after acquiring appropriate approvals. Monthly reporting of new loans to Credit Bureau through I-SCORE portal. Deduction of upfront fees & charges pre-booking loan amounts.

 Provide high level advice to the Executive Director on strategic planning and operation progress. Continuous quality improvement. Undertake the development implementation. Monitoring and reporting operations Plan to meet the strategic goals and interests. Providing guidance to direct reports, typically comprising first-line managers and supervisors. Ensuring clarity around priorities and goals for the entire functional area.  Talent identification and development processes Communicating financial and goal results and key performance indicators to Board Members

Giza Governorate, Egypt

 Interview and select direct Subordinates and validate hiring decisions for the division. Provide learning opportunities and assign needed on/off the job training for direct Subordinates. Creating a healthy working environment for the department employees.  Evaluating direct Subordinates. Strengthen communication and ensures sharing the same objectives.  Ensure maximum efficiency, productivity and resources optimization. Maintaining a competitive edge between the division and the competitors in the telecommunication market. Develop, define and implement quality standards.  Implement solutions to improve operational efficiency. Plan, manage & handle all new promotions and services provided through the department. Create a multi-tasked agent culture among team members. Making sure that all cross-functional activities with other departments flow smoothly. Optimize team’s capacity to prioritize & absorb work load within quality and productivity standards. Setting short & long-term plans for the function to reflect the overall departmental objectives. Assigning individual KPI’s for each team member, translate KPI’s into smart objectives to be measured semi-annually to ensure that the individual performance is aligned with previously set plans. Set measurements and controls for the operational plan to maximize customer satisfaction. Work on business recovery plans to ensure business continuity.

Egypt

 Identify potential employees, motivate & reward them to build up a future reliable generation that promotes company values & image. Work on setting team leaders & Reps annual objectives that helps achieve company objectives. Distribute duties & tasks among the teams. Ensure accuracy & honesty in performed duties to the benefit of the company.  Ensure accurate implementation of company policies & procedures. Being proactive in updating management with operational issues.  Propose new ideas to management to improve service level & quality.  Provide analysis of inbound call results. Responsible for all system generated reports to be submitted accurately, regularly and on time. Set & plan for regular team meetings. Work with management in forecasting future ratio of calls to number of staff Coaching direct subordinates and developing their competencies & abilities to reach highest performance standards. Motivate teams through encouraging & rewarding with the aim of employee's satisfaction & loyalty to the company. Identify team leaders’ development areas & strengths and develop them to reach supervisory skills for future investment. Conduct the annual performance appraisals (How & What) with clear explanation & fair implementation to ensure consistency Manage relationship with Orange directory’s suppliers & vendors. Regularly revisit work processes to ensure smooth work flow.

Egypt

 Assist team members in handling different inquires and complaints. Seek accurate information from Marketing and suppliers on customers’ inquiries & communicate it to the team members Continuously updating data and spot checking accuracy to ensure accuracy of Prepare the daily performance reports for the team Perform weekly one to one sessions with team members Prepare the monthly overtime sheets +& maintain a record for the annual, sick & emergency leaves. Hold regular meetings with team to strengthen communication among all the team members. Perform regular follow up on Reps’ punctuality (login, logout, breaks) & Participate in the team’s performance appraisal Coach and motivate team members to reach set targets with high quality. Escalate problems to the right channels as and when required

Egypt

 Handling & managing different Outbound Campaigns. Preparing daily, weekly & monthly reports reflecting the progress of each Campaign. Training new members and following up with their performance to meet with the targets stated for the outbound department. Preparing different outbound scripts that meets the quality standards of the company Sending bulk SMS with promotions managed by the Outbound department.  Preparing revenue reports for the achievement by the outbound department in comparison with the targets stated by the Management.  Provide the customers with the required information. Handling customer’s complaints. Feedback customer’s opinion to related departments. Preparing analysis reports that reflects the areas that needs development.

Egypt

 Handling customer’s complaints. Up-selling the company’s products and services.  Feedback customer’s opinion to related departments.  Provide the customers with the required information.

B.Sc. Degree Of Commerce, Accounting

Thanaweyia Amma