Ø  Working with operational teams and business partners to identify continuous improvement opportunitiesØ  Analyzing performance, insight and operations data to proactively identify initiatives in support of the Global Contact Centre becoming a low effort organizationØ  Supporting the strategic aims of Global Contact Centre and ensuring that all change related activities are aligned to strategyØ  Supporting Operations to complete migrations documentations and recommend… Show more Ø  Working with operational teams and business partners to identify continuous improvement opportunitiesØ  Analyzing performance, insight and operations data to proactively identify initiatives in support of the Global Contact Centre becoming a low effort organizationØ  Supporting the strategic aims of Global Contact Centre and ensuring that all change related activities are aligned to strategyØ  Supporting Operations to complete migrations documentations and recommend operating models to implement new migrationsØ  Govern tasks’ completion to support operations for timely delivery Show less

·        Quality Service Analyst – Contact Center Support (MENA /Egypt /JLFS UK) (Jan 2020-Present): Ø  Monitoring and periodic audit of calls to ensure meeting the quality requirements, regulation and compliance and processes standards Ø  Reporting quality analysis and observations to operation management and stakeholders based on observations from audit checks and call monitoring Ø  Coordinating with training the necessary refreshers or skill builders to be… Show more ·        Quality Service Analyst – Contact Center Support (MENA /Egypt /JLFS UK) (Jan 2020-Present): Ø  Monitoring and periodic audit of calls to ensure meeting the quality requirements, regulation and compliance and processes standards Ø  Reporting quality analysis and observations to operation management and stakeholders based on observations from audit checks and call monitoring Ø  Coordinating with training the necessary refreshers or skill builders to be deliveredØ  Ensures accuracy of evaluations through calibration sessions with team managers and stakeholders in addition to internal / external auditsØ  Delivers feedback to associates and team managers through effective and prescribed coaching methodologyØ  Measures and maintains accountability on an associate or team level areas of strengths and opportunities and determine recommendations and action plans to improve processes and customer experience.Ø  Conduct regular checks on calls to spot any conduct breach incidentsØ  OIC to my manager “Quality Service Manager” during her absence in all internal and external stakeholders’ meetings Show less

·        Team Manager – Contact Center Operations (Apr 2015-Jan 2020) Egypt - Wealth Management (Advance – Premier): Ø  Managing a team of 14 FTE, my main responsibilities to drive the team performance through coaching and ensure consistency in Contact Centre Awareness, Risk Awareness, HSBC Values, Call Model, Soft Skills and Revenue Generation Ø  The job also includes auditing the quality of calls for the FTEs to improve the team learning curve which should reflect on a… Show more ·        Team Manager – Contact Center Operations (Apr 2015-Jan 2020) Egypt - Wealth Management (Advance – Premier): Ø  Managing a team of 14 FTE, my main responsibilities to drive the team performance through coaching and ensure consistency in Contact Centre Awareness, Risk Awareness, HSBC Values, Call Model, Soft Skills and Revenue Generation Ø  The job also includes auditing the quality of calls for the FTEs to improve the team learning curve which should reflect on a better customer experience, enhance Contact Centre performance and mitigate operational losses due to staff errors, as well as Compliance and Risk managementØ  Drive engagement between the operation, support functions and stakeholders to make sure that the team is up to date with the Contact Centre processesØ  Drive the implementation of new projects and initiatives applied in Contact Center Ø  OIC to my manager “Department Manager Operation” during her absence in all internal and external stakeholders’ meetings Show less

·        Customer Service Executive – Contact Center (Aug 2011- Apr 2015) MENA Regions (Premier): Ø  Handling calls from our HSBC customers in a polite and friendly way, instilling customer confidence and resolving customer’s issues at first contact where possibleØ  Delivers what is promised in line with customer expectationsØ  Offers value added products and services based on customer needs analysis and ensures customer understanding of those productsØ… Show more ·        Customer Service Executive – Contact Center (Aug 2011- Apr 2015) MENA Regions (Premier): Ø  Handling calls from our HSBC customers in a polite and friendly way, instilling customer confidence and resolving customer’s issues at first contact where possibleØ  Delivers what is promised in line with customer expectationsØ  Offers value added products and services based on customer needs analysis and ensures customer understanding of those productsØ  Owns and resolves issues and understands how and when to escalate Show less