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.

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.

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.

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.

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.

- 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.

- 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