Sameh Moustafa Email & Phone Number

New Cairo City, Cairo Governorate, Eg

Cairo, Egypt

Cairo, Egypt

Assist in products development, in terms of providing support in developing Cash Management solutions in terms of IT, Marketing, and product enhancement and development.Description1. Develop new Cash Management products to increase Cash Management products sales, and increase market share.2.Capture and understand the clients underlying needs and requirements and provide solutions addressing these specific needs and requirements.3. Write Cash Management products approval programs… Show more Assist in products development, in terms of providing support in developing Cash Management solutions in terms of IT, Marketing, and product enhancement and development.Description1. Develop new Cash Management products to increase Cash Management products sales, and increase market share.2.Capture and understand the clients underlying needs and requirements and provide solutions addressing these specific needs and requirements.3. Write Cash Management products approval programs and transaction memorandums, request for proposals (RFPs), and Business Requirement Document (BRD) to enhance current products or create new products.4. Execute the Cash Management products strategy and tactical plan focusing on defined relationships, target market segments and Cash Management products initiatives.5. Develop marketing tools such as preparing of new brochure for Cash Management products - Presentations - design new template to Cash Management products applications.6. Validate new product ideas in market place and keep pulse on clients evolving Cash Management products needs and package core services to meet those needs.7. Prioritize, drive & execute product initiatives and one - off programs/ campaigns.8. Perform competitive analysis and market sizing.9. Involve in Product Administration includes participation and leadership in internal partnership meetings and discussions, cooperating with, responding to and remediating findings related to audits, vendor management, compliance with regulatory and compliance issues and updates, and risk management.10. Assist in Product Development including both domestic and international capabilities, as well as on line banking channels and includes roadmap development and maintenance, development prioritization, creation of business cases, business requirements and functional specifications, overseeing project management, ensuring operational readiness, preparing for and ensuring NAC approval. Show less

Egypr

1. Reduce the complaints volume by identifying the root cause, process gaps, and impacted customers to solve complaints and ensure customer satisfaction.2. Review service failures to highlight and drive process improvement opportunities.3. Participate, recommend improvements to policies, processes and procedures, and manage their implementation to ensure all relevant procedural / legislative requirements are fulfilled.4. Supervise the day-to-day operations of the team providing some… Show more 1. Reduce the complaints volume by identifying the root cause, process gaps, and impacted customers to solve complaints and ensure customer satisfaction.2. Review service failures to highlight and drive process improvement opportunities.3. Participate, recommend improvements to policies, processes and procedures, and manage their implementation to ensure all relevant procedural / legislative requirements are fulfilled.4. Supervise the day-to-day operations of the team providing some guidance in the related area, encouraging teamwork and facilitating related professional work processes in order to achieve high performance standards.4. Supervise the activities and work of subordinates to ensure that all work within a specific area is carried out in an efficient manner and in compliance with the set policies, processes and procedures.5. Manage the platform and ensure that complaints are directed correctly to the concerned unit to ensure that cases are resolved efficiently within the agreed TAT through the complaint management system. Show less

Cairo, Egypt

Manage the daily Operartions of the branch with the purpose of maximizing profitability from products and services, meeting sales plans, attracting new customers and retain existing ones, promoting a prestigious corporate image and acting as a valuable source of market intelligence.

Smart Village

Call Center Operations: Main responsibility is to achieve the call center service levels, through:- Monitoring, coaching & developing the supervisor’s leadership skills.- Setting the platform members (agents & supervisors) yearly performance assessment objectives.- Plan the relevant training modules along with the Internal Training and L&D department heads, upon the quarterly/yearly quality gaps reports.- Set & review the business continuity plan along with Business… Show more Call Center Operations: Main responsibility is to achieve the call center service levels, through:- Monitoring, coaching & developing the supervisor’s leadership skills.- Setting the platform members (agents & supervisors) yearly performance assessment objectives.- Plan the relevant training modules along with the Internal Training and L&D department heads, upon the quarterly/yearly quality gaps reports.- Set & review the business continuity plan along with Business continuity department head/supervisor.- Assist operation supervisor in setting the action plan for his/her low performance team members.- Setting plans & techniques after deep analysis for decreasing the agent’s turnover ratio.- Manage the IVR role to enhance customer’s experience, along with offloading the call center inquiry/requests calls to create a space area for cross selling.- Conducting call center hiring panels along with the HR recruiter to select the needed calibers.- Plan & prepare incentive programs to motivate staff towards achieving results.Customer On-Boarding Unit:- Manage outbound team’s performance in conducting welcome calls to NTB (new to bank) customers.- Capture customers concerns and suggestions.- Analyze customer’s feedback and send recommendations to all stakeholders.- Capture any process gaps and create proposed solutions to be shared and discussed with stakeholders for implementation.- Prepare periodical MIS (monthly, quarterly and yearly) and share with senior management.- Set proactive actions to avoid future complaints and dissatisfactions.Social Media Unit:- Manage social media team member’s performance.- Analyze customer interactions through different social media platforms.- Forward customers concerns and suggestions to all stakeholders.- Prepare and analyze MIS (monthly, quarterly and yearly) Show less

Smart Village, Giza

Customer On-Boarding Unit:- Manage outbound teams performance in conducting welcome calls to NTB (new to bank) customers.- Capture customers concerns and suggestions.- Analyze customers feed back and send recommendations to all stake holders.- Capture any process gaps and create proposed solutions to be shared and discussed with stakeholders for implementation.- Prepare periodical MIS (monthly, quarterly and yearly) and share with senior management.- Set proactive… Show more Customer On-Boarding Unit:- Manage outbound teams performance in conducting welcome calls to NTB (new to bank) customers.- Capture customers concerns and suggestions.- Analyze customers feed back and send recommendations to all stake holders.- Capture any process gaps and create proposed solutions to be shared and discussed with stakeholders for implementation.- Prepare periodical MIS (monthly, quarterly and yearly) and share with senior management.- Set proactive actions to avoid future complaints and dissatisfactions.Social Media Unit:- Manage social media team members performance.- Analyze customer interactions through different social media platforms.- Forward customers concerns and suggestions to all stake holders.- Prepare and analyze MIS (monthly, quarterly and yearly) Show less

Smart Village, Giza

Customer On-Boarding Unit:- Manage outbound teams performance in conducting welcome calls to NTB (new to bank) customers.- Capture customers concerns and suggestions.- Analyze customers feed back and send recommendations to all stake holders.- Capture any process gaps and create proposed solutions to be shared and discussed with stakeholders for implementation.- Prepare periodical MIS (monthly, quarterly and yearly) and share with senior management.- Set proactive… Show more Customer On-Boarding Unit:- Manage outbound teams performance in conducting welcome calls to NTB (new to bank) customers.- Capture customers concerns and suggestions.- Analyze customers feed back and send recommendations to all stake holders.- Capture any process gaps and create proposed solutions to be shared and discussed with stakeholders for implementation.- Prepare periodical MIS (monthly, quarterly and yearly) and share with senior management.- Set proactive actions to avoid future complaints and dissatisfactions. Show less

- Leading call center agents to achieve the set KPIs and sales targets- Enhance floor supervision techniques- Monitor, coach and train all new comers- Work on adding new functions to the call center through preparing required proposals, memos, analysis and SOPs

Commercial International Bank - Cib

Managed to enhance the division effectiveness by adding new features as:- Incident weaknesses reporting- Quality Alerts emails- Capturing most FAQs and accumulating in one place to be feasible for all.- Adding new function to the call center which is considered as a quick kill for all customers abroad.

Commercial International Bank - Cib

Succeeded in this short period to establish an effective and dependable training division by setting down all of the below:- Creating a training manual- Creating a training guide- Creating training planner- Creating an MIS for the unit

- Leading call center agents to achieve the set KPIs and sales targets- Enhance floor supervision techniques- Monitor, coach and train all new comers- Work on adding new functions to the call center through preparing required proposals, memos, analysis and SOPs

Commercial International Bank - Cib

- Performing customers requests received through call center.- Handling customers complaints received through call center.- Analyzing TAT for all requests,- Enhancing process & verification/communication tools to decrease TAT.

Commercial International Bank - Cib

- Handling customers inquires.- Increasing complaints solving through FCR "First Call Resolution"- Included in the first team responsible for handling VIP customers calls.- Included in the first team to launch the virtual branch project "opening new accounts through calls, sending cash delivery to customers, sending courier to receive cash deposits from customers, issuing check books and performing external transfers through calls".

- Handling customers inquires & complaints.

Master Of Business Administration (Mba), Business Administration And Management, General, 3.94

Activities and Societies: Leading marketing project team, leading Economics project team.

Bachelor'S Degree, Accounting - English Section

Thanaweya Amma, History