Mohammed Manofal

Dedicated Banking Contact Center Professional with 5+ years of supervisory experience. Specialized in leading cross-functional teams to exceed KPI targets and service excellence standards. Strong expertise in banking operations, fraud prevention protocols, and regulatory compliance. Committed to developing talent through continuous mentoring and implementing process improvements that enhance operational efficiency and customer loyalty.

Contact center supervisor at Bank of Khartoum (2021-12 – Present)

Lead and manage contact center agents during shifts to ensure high productivity and adherence to KPIs.

• Lead and manage contact center agents during shifts to ensure high productivity and adherence to KPIs.
• Ensure that contact center approaches, standards, and processes are regularly reviewed and measured against international standards.
• Resolve escalated customer complaints and provide technical guidance to the team to improve service quality.

Call Center Front Office Assistant at Bank Of Khartoum (2020-02 – 2021-11)

Handled incoming calls and provided customer support services.

• Handled incoming calls and provided accurate information regarding products and services.
• Resolved customer problems and complaints efficiently, maintaining a high satisfaction rate.
• Managed customer relationships and ensured all inquiries were documented in the CRM system.

Bachelor Degree in Information & Communication Technology – University of Science & Technology (2014)