Mina G. Email & Phone Number

Dubai, Ae

United Arab Emirates

- Successfully lead a team of over 16 staff members in the inbound voice segment. - Foster a high-performance culture through coaching, mentoring, and motivational activities. - Monitor and evaluate team performance, providing regular feedback and development plans. - Oversee daily contact centre operations, ensuring efficient handling of inbound calls and customer inquiries. - Conduct system testing to ensure functionality and efficiency of contact centre… Show more - Successfully lead a team of over 16 staff members in the inbound voice segment. - Foster a high-performance culture through coaching, mentoring, and motivational activities. - Monitor and evaluate team performance, providing regular feedback and development plans. - Oversee daily contact centre operations, ensuring efficient handling of inbound calls and customer inquiries. - Conduct system testing to ensure functionality and efficiency of contact centre technologies. - Implement and maintain best practices for call handling and customer interaction. - Identify potential fraud activities and take necessary actions to prevent and resolve issues. - Develop and implement problem-solving strategies to handle complex customer issues effectively. - Ensure exceptional customer service and satisfaction by monitoring call quality and customer feedback. - Handle escalated customer issues and complaints, ensuring timely and satisfactory resolution. - Drive initiatives to enhance customer experience and streamline service delivery processes. Show less

United Arab Emirates

Enhancing overall customer experience.Played a vital role in training and onboarding new team members, helping them integrate seamlessly into the team.Coordinated various projects within the team, including task delegation, progress tracking, and meeting project deadlines.Demonstrated strong problem-solving skills by proactively identifying and addressing issues and challenges as they arose.Effectively communicated information within the team and with external… Show more Enhancing overall customer experience.Played a vital role in training and onboarding new team members, helping them integrate seamlessly into the team.Coordinated various projects within the team, including task delegation, progress tracking, and meeting project deadlines.Demonstrated strong problem-solving skills by proactively identifying and addressing issues and challenges as they arose.Effectively communicated information within the team and with external stakeholders to facilitate smooth operations.Contributed to the development of team members, providing mentorship and guidance to support their professional growth.Consistently identified opportunities to add value to Rak Bank through innovative solutions and process enhancements.Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.Successfully handle customer escalations, resolving complex issues and ensuring customer satisfaction.Proactively identified opportunities for process improvement and initiated change initiatives.Collaborated with cross-functional teams to analyse existing procedures and implement optimized processes.Added significant value to Rak Bank by identifying errors, providing innovative solutions, and implementing process enhancements.Extract and analyse contact centre reports to identify trends, patterns, and areas for improvement.Lead shifts, ensuring smooth operations, adherence to protocols, and high productivity levels.Conducted comprehensive system testing for new projects, ensuring seamless integration and functionality.Provided valuable feedback and recommendations to enhance system performance and user experience.Possess a keen eye for detail to identify errors and inconsistencies within existing procedures.Demonstrate a strong understanding of security protocols and industry best practices.Remain vigilant in detecting and addressing potential fraudulent activities. Show less

Ras Al Khaimah, United Arab Emirates

Consistently identified opportunities to add value to Rak Bank through innovative solutions and process enhancements.Contributed to the overall success of the organization by consistently achieving high performance and productivity levels.Developed highly empathetic client relationships and earned reputation for exceeding servicestandard goals.Successfully handle customer escalations, resolving complex issues and ensuring customer satisfaction.Communicate… Show more Consistently identified opportunities to add value to Rak Bank through innovative solutions and process enhancements.Contributed to the overall success of the organization by consistently achieving high performance and productivity levels.Developed highly empathetic client relationships and earned reputation for exceeding servicestandard goals.Successfully handle customer escalations, resolving complex issues and ensuring customer satisfaction.Communicate effectively and empathetically to defuse tense situations and build positive relationships.Exhibit strong problem-solving skills to address customer concerns promptly and effectively.Proactively identified opportunities for process improvement and initiated change initiatives.Collaborated with cross-functional teams to analyse existing procedures and implement optimized processes.Added significant value to Rak Bank by identifying errors, providing innovative solutions, and implementing process enhancements.Extract and analyse contact centre reports to identify trends, patterns, and areas for improvement.Lead shifts, ensuring smooth operations, adherence to protocols, and high productivity levels.Foster a positive work environment by motivating team members and promoting collaboration.Conducted comprehensive system testing for new projects, ensuring seamless integration and functionality.Provided valuable feedback and recommendations to enhance system performance and user experience.Possess a keen eye for detail to identify errors and inconsistencies within existing procedures.Contribute to the continuous improvement of processes by actively participating in problem-solving initiatives.Demonstrate a strong understanding of security protocols and industry best practices.Remain vigilant in detecting and addressing potential fraudulent activities.Implement preventive measures to protect customer accounts and uphold the bank's integrity. Show less

Dubai, United Arab Emirates

Kuwait City, Kuwait

Giza Governorate, Egypt

Giza Governorate, Egypt

Egypt

Giza, Al Jizah, Egypt