Mohamed Zeinhom
Service Quality Specialist
Dubai
Summary
Im a diligent person and has a significant banking experience that enables to be a productive, professional and work with a minimal supervision.
Overview
18
18
years of professional experience
1
1
Language
Work History
Service Quality Auditor
Emirates NBD (Tanfeeth)
02.2023
- Auditing inbound priority customers calls and ensure calls attended with utmost Care and ensure high standard of customer service, policies and procedures are Met and adhered to
- Contributes in driving the contact center teams to achieve better results through Building a positive environment of trust and motivation as well as competition
- Assist in identifying areas for improvement, recommend development plans, Process gaps and suggesting solution to simplify it
- Provide assistance in suggesting, introducing and supervising enhancement To quality assurance processed and procedures to achieve high quality in Productivity that leads to enhance customer’s experience.
Customer service executive
Emirates NBD (Tanfeeth) Priority and Private Banking
01.2017 - 02.2023
- Assisting ENBD priority and private banking customers and providing highest Standard of customer service and banking needs
- Single point of contact (Spoc) handing team follow ups cases end to ensure meeting customers expectations
- Recently handling complaints through emails and digital channels
- Working as mentor with new hire and assisting them and providing with all knowledge and support SSthey may need
- Call auditing as part of quality assurance within the team and making service Recovery whenever is needed and offering constructive feedback
- Liaising directly with ENBD different departments so that customer's issues to be attended and sorted out in timely manner
- Assist to enhance the existing process and identify any gaps providing suggestions and new ideas to make it more effective and smoother
- Overseeing the team in absence of team leader and to assist with all the support needed for the team like SQ disputes and escalations.
Customer service associate
Emirates NBD (Tanfeeth) Personal banking
10.2015 - 01.2017
- Handling Emirates NBD various products such as accounts, credit cards and loans
- Assisting ENBD’s customer's with addressing their queries and resolving their complaints to achieve satisfaction
- Guiding and educating customers to use ENBD digital channels
- Maintain performance and quality standards based on established call center metrics including turn-around times
- Performed complex troubleshooting and proactively engaged network and IT specialist to resolve customers features and billing issues.
Debt collector
Collect plus loans rescheduling services (UAE)
02.2015 - 10.2015
- Set repayment plane for customers and follow up debt recovery
- Following up on repayment planes and facilitating it.
Customer service representative
LAND MARK GROUP (fun city-UAE)
01.2008 - 12.2010
- Customer service representative
- Dealing with customers and handling their queries
- Handling cash and preparing cash daily report.
Customer service
Mashreq exchange (Egypt)
01.2005 - 01.2007
- Dealing with customers and providing them with the services they need.
Education
Bachelor of Social Work - undefined
College of Social Work Egypt
Profile Attributes
To strive, grow and achieve the best of my performance through hard work with an organization providing all round growth and venture into new technologies and seeking a challenging career in a progressive organization offering to prove, utilize and enhance my skills.
Computer Networking Skills
Strong skills Microsoft office tools like MS Word, MS Excel
Rewards
Getting rewarded numerously as a role model and service ambassador
Linguistic Details
Mother Tongue, Excellent
Personal Information
- Notice Period: One month
- Date of Birth: 01/01/1983
- Gender: Male
- Nationality: Egyptian
- Marital Status: Married
- Religion: Muslim
- Visa Status: Employment visa
Timeline
Service Quality Auditor
Emirates NBD (Tanfeeth)
02.2023
Customer service executive
Emirates NBD (Tanfeeth) Priority and Private Banking
01.2017 - 02.2023
Customer service associate
Emirates NBD (Tanfeeth) Personal banking
10.2015 - 01.2017
Debt collector
Collect plus loans rescheduling services (UAE)
02.2015 - 10.2015
Customer service representative
LAND MARK GROUP (fun city-UAE)
01.2008 - 12.2010
Customer service
Mashreq exchange (Egypt)
01.2005 - 01.2007
Bachelor of Social Work - undefined
College of Social Work Egypt
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