banking call center manager

Soma Hammam Abd Ellah

Shobra-Cairo

Mobile: 010********

E-mail:****.******@**********.***

****.*****@*****.***

objective

Seeking a challenging career in a dynamic organization

where I can utilize my academic and Banking background

and improve my experience and skills.

I was able to gain the experiences of two different

industries and cultures (Telecommunication and Banking),

and I believe that this is what will make me flexible

enough to interact positively and speedily with any kind

of working communities.

education

2003-2007 Bachelor of Commerce Helwan

University.

Faculty of Commerce and Business administration

Accounting Dept.

Major: English.

Grade: Good.

skills

Computer Skills:

Excellent Knowledge of Microsoft office package.

International Computer Driving

Language Skills:

Native language Arabic.

V- Good command of both written and spoken English (AUC

certificate).

Personal Skills:

Leader ship capabilities.

Sociable.

Ability to work under pressure.

Multi tasks.

High performance in team work.

Ability to resolve conflicts, to troubleshoot issues.

Creative thinker & self motivated.

Dependable.

Fast Learner.

Soft Skills:

Leadership and Customer service skills.

Communication skills.

Presentation skills.

Training and cources:

Mini MBA Certified.

ICDL.

HR Diploma.

Experience

Sep 2009- till now worked at RAYA Contact center (Ahli

United Bank Call Center Supervisor- In-house).

Handle customers calls and process all customers inquires

within required time frame while maintaining courtesy and

professionalism.

Handling customers inquires on the internet banking

Work on the banking system " Equation- Credit card system

EMP - Debit Card system EURO-NET" -Altitude System.

Ensure compliance of calls resolution with appropriate

policies and procedures.

Adhere to customer satisfaction standards and service

indicators.

Maintaining up-to-date knowledge of products and services

features and its related procedures.

Stick to punctuality, productivity, positive attitude,

team building, and team spirit standards.

Provide coaching, monitoring, feedback to agents on gaps

in skills and knowledge as needed.

Assist in conducting assessment of agents' performance.

Ability of being delegated as Supervisors.

Supervises the daily activities of the project's CSRs

Monitoring the incoming call queue (Real Time Display)

and performance metrics to maximize efficiency and

maintain even distribution

Doing the required interviews to requite call center

staff also with currently employee for any promotions or

transfer movements.

Deliver all the training materials "Technical operation

Issue" to the Mid-career managerial positions (team

leaders)

Conduct quality monitoring and identify improvement

areas.

Provide feedback for the agent's performance and training

Recommendations.

Conduct one-on -one-performance evaluations.

Schedule agents to meet staffing requirements.

Gather and analyze daily, monthly and yearly performance

data.

Helping create or maintain policies, procedures and work

process as well.

Daily real time monitoring for: calls flow, service

level, floor work force.

Motivate, enable direct and manage my subordinates

Evaluate team monthly performance and deliver it to QA

department.

Deliver training to the whole staff with the new

products, services, process and even promotion.

Doing outings with the team to focus on the team spirit

that leads to a high level of loyalty.

Interests

Reading and traveling.

PERSONAL INFORMATION

Date of Birth: 10-12-1985.

Marital Status: Single.

* References are available upon request.

Contact this candidate