Technical Manager at Harvest college Uk (2023-08 – Present)
- Preparing and creating lesson plans for all levels
- Monitoring the weekly performance for all ESL instructors
- Preparing the monthly KPIS
- Ensure all ESL instructors follow the proper technicians
- Updating and evolving all syllabus for all levels
- Reviewing and updating the online exams
- Interviewing new applicants
- Ensure all ESL make the monthly activities like (outing – dish party-gaming)
- Preparing annual plans for all branches
- Ensure all branches have the proper falling ratio
- Ensure all best students rewarded proper prize
Senior English Instructor at Global house of courses (2020-01 – 2023-07)
- Create lesson plans for students
- Grade student essays and tests
- Ensure that the classroom stays orderly
- Encourage students to read out loud in class
- Write progress reports for students
- Create tests for students
- Assign essays and homework to students
- Assign books for students to read
- Develop supplemental grammar materials, writing assessments, reading activities, and vocabulary development tools for reading/writing/grammar curriculum
- Ensured that students received an appropriate level of language support
Senior Relationship Manager at QNB (Qatar) (2015-12 – 2020-11)
Department: wealth management and customer care department (HNW)
- Handling all QNB 1st and 1st plus customers inquires related to their accounts and loans and fixed deposits
- Cross selling all bank products and bank assurance
- Provide an outstanding customer service and reducing the volume of customers complains
- Coordinating with all other department for accelerating all pending request for customers loans and credit card
- Meet and exceeding all my prospective target on monthly basis
- Executing all the procedures and policy of the HNW and retail department without any fatal mistake
- Coordinate with the various departments of the Bank (products, risk, legal, operations), and across geographies, the delivery of bespoke client solutions in an efficient timeframe
- The ultimate owner of KYC and AML responsibilities
- Develop and manage credit relations by demonstrating the ability to exercise sound risk judgment, while ensuring that return and profitability hurdles are met
- Allocated the monthly target required from the SRO and CSO
Call Center Supervisor (Acting as Call Center Manager) at Doha Bank (Qatar) (2012-07 – 2015-08)
Department: Call center department
- Meet and exceed quality and customer satisfaction goals to ensure customer retention and uphold the company brand
- Report, analyze and resolve system, customer and operational issues that impact service quality. Strive to provide all customers with an outstanding customer experience
- Monitor and evaluate agent monthly performance, including calls/emails and after-work monitoring (using call recording, KPI's)
- Communicate business strategies and results to CSRs
- Create and foster a positive, successful, and professional work environment where employees choose to work and achieve their goals
- Build solid productive relationships with all levels of leadership and support teams
- Provide timely feedback to the management team on customer trends, issues and needs
- Meet all organizational functions/standards and find solutions to improve the service and increase profitability
Team leader (Acting as Assistance Manager) at Abu Dhabi Commercial Bank (ADCB), UAE (2008-08 – 2012-06)
Department: Customer care Center
- Handling the fraud guard team activities (ADCB-UAE)
- Authorizing the international and local fraud transactions
- Ensuring the maximum level of safety and minimizing the risk
- Monitor the call center agents' performance and reduce the abundant rate with the service level
- Escalate problems that cannot be resolved with the following authorities, procedures
- Execute all administrative work given by line manager
- Preparing service level &abounded and talk time report on daily biases
- Handling the escalated calls from the agents with high professionalism providing the after call service to ensure the customer feedback and customer satisfaction (VOC project)
- Supervising reports flow and maintenance
- Answer phone calls, respond to customer requests, and place customer orders in the computer system
- To provide internal and external customers with accurate information regarding ADCB products
- To handle telephonic inquiries and cross-selling of ADCB retail banking products
- To provide correct information to all customers regarding their accounts, credit cards, loans...etc
Senior Consultant Advisor -Australia Campaign at Fortee, Smart village Egypt (2007-07 – 2008-04)
Department: Sales
- Telemarketing (leads for listed and recommended customers
- Telesales business to business with small Enterprises Business
- Preparing the application for all of Australia Campaign products
- Preparing solid leads and monthly sales performance
- Ensuring call center representatives understand and comply with all call center objectives/performance standards and policies, in addition, to provide support/guide regarding answering questions, call center best practices and solving/handling difficult calls/situations
- Identifying operational issues and suggesting/implementing possible improvements
- Preparing reports and analyzing data to assist management as they determine call center goals in addition working cooperatively with other supervisors and management team members to support call center representatives and maximize customer satisfaction
- Circulating periodically every day to listen to conversations and provide instructions regarding the performance plus being available at all times for call-center representatives' questions and concerns
- Running regular staff meetings with the call center team and keeping up with industry news
- Making sure agents participate in continuing education to maintain any required certifications or advanced training
Customer Service Officer at Ecco, Egypt (2006-07 – 2007-06)
Department: Customer Service
- Customer Care for hiring and announcing for interviews to the largest companies with follow up with the owner for marketing and sales their products to those companies
- Exceed all established goals and complete tasks in an outstanding manner and on a timely basis
- Handle difficult situations with professionalism and a well –documented to my team reports and performance
Telesales Manager – U S A Campaign at Ameco Tech Corporations, Egypt (2004-01 – 2006-06)
Department: Sales
- Performed telemarketing through phone calls
- Created and confirmed solid selling leads
- Preparing daily and monthly sales report to my team
- Develop objectives for the call center's day-to-day activities
- Collect and analyze call-center statistics (sales rates, costs, customer service metrics, etc.)
- Assume responsibility of budgeting and tracking expenses
- Hire, coach, and provide training to personnel to maintain high customer service standards
- Monitor and improve ordering, telephone handling, and other procedures
- Evaluate performance with key metrics (accuracy, call-waiting time, etc.)
