Engi Mohamed Youssef Lotfi
Abu Dhabi
Summary
Creative Training Coordinator with extensive knowledge of best practices in creating instructional materials. Knowledgeable in instructional design theory and implementation. Excellent communicator confident in dealing with people.
I'm Seeking a challenging work opportunity in a well established growing organization that would upgrade my technical, professional, and interpersonal skills.
Knowledgeable training leader with proven skills at evaluating training needs and programme operations to make effective decisions.
Leads sessions and coordinates training activities based on organizational needs. Approachable, encouraging and informative leader adapts to different situations and environments.
Overview
11
11
years of professional experience
1
1
Certification
Work history
AVP, Customer Service
Magnati
Abu Dhabi, United Arab Emirates
10.2022 - Current
- Monthly RCA report preparation to be presented to the management for areas of improvement across different units.
- Completed Acquiring and Prepaid overall process review and presented to the Business and Management for areas of improvement, gaps and recommendations for enhancing customer experience.
- Managing frontend Acquiring and Prepaid teams to ensure high level standards of customer experience.
- Automating cases into available systems by ensuring staff awareness and training with close monitoring
- SOP and BRD reviews are conducted for all sort of new projects and existing process from Service view.
- Delivered presentations and demonstrations to persuade clients to buy new services and products.
Contact Center Training Manager
First Abu Dhabi Bank
10.2015 - Current
- Conducting Train the Trainer session to other department on product, process and new system introduction
- Training/ Upskilling new recruits and exisiting staff from induction stage to operation delivery
- Developed MS teams broadcast news
- Created training videos to assist and adapt with contact center shifts and facilitating access to training materials
- Took part in the integration and migration between LNBAD and LFGB
- Identifying and developing training programs, including training aids
- Evaluating effectiveness and Maintaining records of training activities
- Introducing new to bank products/systems and applications, coordinating with stake holders
- Daily huddles are conducted to exciting agents
- Evaluation of calls for contact center staff when required
Customer Service Expert
12.2014 - 09.2015
- Managing a Team of 17 Agents to enhance their KPI‘s upon 3 month period
- Participating in achieving Service level in the call center
- Listening to calls side by side with each agent in my team
- Managed a Task to Decrease Invalid number of complaints by tackling root cause for Jan and Feb 2015, Mointoring it afterwards
- Providing training sessions for Retail and Corporate Online Banking.
Customer Service Representative
National Bank of Abu Dhabi
Abu Dhabi, United Arab Emirates
09.2013 - 12.2014
- Answering General and Elite customers, Resolving issues and Fulfilling requests
- Assisting teamleaders in finalizing pending Cases/ Complaints
- Identifying and escalating customer issues to appropriate departments
- Maintaining and tracking outstanding requests.
Medical Network Co-ordinator/ HR Assistance
Reaya Insurance Company
04.2013 - 07.2013
- Surf the internet for new medical centers and View the customer's recommendation
- Setting appointments with doctors and insurance managers to present the company's strategy, provide application with required documents, while primary sending e-mail with the company's profile
- Follow-ups then closing the deal.
- Shared Payroll details with candidates
- Assisted in Conducting staff interviews
Inbound Customer service representative
Vodafone UK Contact Center, EGY
05.2012 - 12.2012
- Handling calls related to postpaid bills
- Follow ups and search for misapplied payments
- Provide customers with product and service information.
Education
Bachelor's degree of Dental - Oral medicine
2011
Skills
- Negotiation skills, attention to details and problem solving
- Leading and inspiring team wise or individually
- Computer and software skills
- Quality Standards
- CRM
- Proficient in the use of Microsoft Office: Word - Power point - Excel - Outlook
Certification
Train the trainer certificate
Design Thinking certificate
Block chain 101 certificate
Additional Information
- Visa Status: Residence Visa
Languages
Arabic
Native
English
Fluent
Accomplishments
- Reduction of Breached cases on CRM by 90% by conducting TTT, individual training and close monitoring.
- Ensure to go live with Automation on Acquiring piece on CRM system, that lead to enhanced tracking and case management
- Legal day one pre-merging of banks- Conducting review with banking stakeholders and setting up training across different banking units to ensure alignment post bank merging.
Timeline
AVP, Customer Service - Magnati
10.2022 - Current
Contact Center Training Manager - First Abu Dhabi Bank
10.2015 - Current
Customer Service Expert -
12.2014 - 09.2015
Customer Service Representative - National Bank of Abu Dhabi
09.2013 - 12.2014
Medical Network Co-ordinator/ HR Assistance - Reaya Insurance Company
04.2013 - 07.2013
Inbound Customer service representative - Vodafone UK Contact Center, EGY
05.2012 - 12.2012
Future University - Bachelor's degree of Dental, Oral medicine
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