Mahmoud Khedr
Call Center Senior Supervisor
Dubai,DU
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.Versatile Customer Service,Operations Supervisor successful at taking on routine and complex business challenges with resourceful and creative approach. Recognized as driven, dedicated and hardworking leader with history of streamlining operations and increasing results.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
Work History
Operation Supervisor
Doha Bank
Doha, Qatar
01.2011 - 12.2020
- Delivering a world class customer service and building customer satisfaction and loyalty.
- Providing support to the call center staff and ensuring all the work objectives are met.
- Establishing a positive and good working relationship with the team.
- Monitoring the team’s performance to make sure that team stays on schedule and meets their performance metrics.
- Conducting coaching and feedback to ensure that the defined customer experience is delivered in every call and providing enough consideration to all the team to recognize their shortcomings and weaknesses.
- Present when disciplinary hearings are held and attending exit interviews.
- Involved in the disciplinary and grievance procedure.
- Responsible for monitoring debit and credit transactions to detect possible fraud attempts.
- Communicates with internal and external clients on recorded phone lines to verify account activity.
- Independently processes complex transactions within QCB and Visa/Master guidelines and regulatory requirements and utilizes various banking systems to perform and complete daily assignments.
- Review the activities that seem to be suspicious, conduct further investigations and resolve the irregularities that are reported by the customers.
- Assisting customers with validation of transactions via the phone (inbound & outbound).
- Interacts with internal and external customers and cards fraud manager to recommend and perform appropriate actions required to mitigate losses and to provide a positive customer experience.
- Identify fraud patterns and communicate observations to analysts and documents and evaluates results of actions to support fraud trending and reporting and ensures that best practices are followed.
- Moderate ability to analyze high volume of transaction data; determine probability of fraud; and take appropriate action to mitigate fraud losses.
- Researches and analyses high risk debit and credit card transactions to identify possible cases of fraud.
- Recognizes complex high risk.
- Ensure all cards disputes are resolved or escalated within the approved SLA.
- Escalate the genuine dispute cases to the chargeback team to get them investigated immediately.
- Preparing the Daily/Monthly report for Fraud and Dispute cases that was reported to call center.
- Motivated and trained employees to maximize team productivity.
- Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.
- Conducted root cause analysis in deficient areas to identify and resolve central issues.
Call center senior executive
Union National Bank, UNB
12.2009 - 01.2011
- Receive in-bound calls from customers and prospects through voice, fax, e-mail and web while maintaining established standards for number of calls, pick-up time, duration of call, quality of call etc.
- Provide high quality customer service by answering customer enquiries efficiently and politely with correct and complete information and redirect them where appropriate.
- Provide high quality customer service by handling customer service requests as defined in the Call Center manual efficiently and accurately with relevant necessary documentation.
- Provide first level support for all technical and functional queries related to Alternative Distribution Channels like ATM, DBank Online and IVR.
- Identify and maximize up-selling and cross-selling opportunities and generate sales and leads as appropriate.
- Migrate customers to Alternative Distribution Channels.
- Educate the customer about the organization’s products and services.
- Handle customer complaints to the satisfaction of the customer within the defined authority limits and escalate more complex complaints where appropriate.
- Continuously learn to keep up-to-date with changes and developments to products, services, and procedures.
- Participate in Outbound calling for new businesses when required.
- Handle light back office work related to leads, follow-up, customer complaints etc.
- Maintain confidentiality of the bank’s customers and data.
- Adheres to the assigned shift schedule and avoid any late attendance.
Acting call center Team Leader
ADCB, Abu Dhabi Commercial Bank
10.2008 - 12.2009
- Responsible for the development and motivation of assigned employees and.
- Ensuring that they have the necessary tools and information.
- Ensure employees knowledge on the bank’s products and services are updated.
- Proactively solve problems and provide timely resolution to ensure minimal impact.
- To customer and employee satisfaction.
- Provide management support to front line CCR.
- Responsible for achievement of CCR targets and co-ordinates with different.
- Branches/sales teams to ensure that leads generated are successfully closed.
- Ensure organization’s core value and Call Center core values are reinforced.
- Monitor real-time queue and adherence reports to ensure service level standards and response time.
- Objectives are met.
- Check transactions performed by the employees assigned as per the bank’s.
- Procedures.
- Participate in special project activities as needed.
- Adheres to the assigned shift schedule and avoid any late attendance which will.
- Affect performance.
- The incumbent will need to solve customer problems and handle irate customers.
Education
Bachelor of Education - Philosophy
Helwan University
Cairo Egypt 09.2001 - 09.2005
Skills
Managing unit operations
Timeline
Operation Supervisor
Doha Bank
01.2011 - 12.2020
Call center senior executive
Union National Bank, UNB
12.2009 - 01.2011
Acting call center Team Leader
ADCB, Abu Dhabi Commercial Bank
10.2008 - 12.2009
Bachelor of Education - Philosophy
Helwan University
09.2001 - 09.2005
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