Summary
Overview
Work History
Education
Skills
Software
Timeline
Hi, I’m

Ahmed Osama

Customer Service Manager And Branch Judicial Cases Officer
Cairo,Egypt
Ahmed Osama

Summary

Enhance team performance and maximize customer satisfaction by strategically managing calls and implementing process improvements. Talented leader offering top-notch abilities in program management, interpersonal communication and administrative oversight. Successful at training and mentoring employees to promote culture of collaboration and continuous improvement. Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations.

Overview

8
years of professional experience
3
Languages

Work History

Banque Misr
Cairo

Customer Service Manager and Branch Judicial Cases
03.2020 - Current

Job overview

  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
  • Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
  • Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
  • Generated customer satisfaction surveys to analyze results into action plans.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Took ownership of customer issues and followed problems through to resolution.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Increased team productivity by providing ongoing training and support to customer service representatives.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Kept accurate records to document customer service actions and discussions.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
  • Collaborated with sales teams to develop tailored solutions for prospective clients, resulting in increased revenue generation opportunities.
  • Implemented quality control measures to maintain high standards of service across all touchpoints within the organization.
  • Created and reviewed invoices to confirm accuracy.
  • Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
  • Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
  • Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.
  • Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
  • Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
  • Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
  • Addressed potential cancellations and offered catered solutions to retain accounts.
  • Collaborated with marketing department to launch and manage promotional activities and campaigns.
  • Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
  • Spearheaded initiatives aimed at reducing average call wait times, significantly improving overall client experience metrics.
  • Controlled resources and utilized assets to achieve qualitative and quantitative targets.
  • Cultivated a culture of continuous improvement by regularly soliciting feedback from staff members regarding areas where improvements could be made.
  • Preparing judicial case files and preparing accounts statements submitted to the court and the expert Authority
  • Reviewing credit contracts and their compliance with credit approvals issued to individual and corporate clients and following up on the implementation of grant conditions
  • Representing the bank in front of the judicial Authority and experts Authority and discussing with them the issues in dispute with credit clients related to the branch

Banque Misr
Cairo Egypt

Customer Service Representative
07.2016 - 03.2020

Job overview

  • Handled customer inquiries and suggestions courteously and professionally.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.

Education

Ain Shams University
Faculty Of Business

Bachelor Of Accountancy from Accounting And Business Management
05.2013

University Overview

Skills

Skilled trainer

Software

Oracle sieble

Oracle FCUBS

Timeline

Customer Service Manager and Branch Judicial Cases
Banque Misr
03.2020 - Current
Customer Service Representative
Banque Misr
07.2016 - 03.2020
Ain Shams University
Bachelor Of Accountancy from Accounting And Business Management

Similar Profiles

  • Michael Nasser Costa

    Michael Nasser CostaMichael Nasser Costa

    IT E-Channels Senior Officer at Banque MisrIT E-Channels Senior Officer at Banque Misr

    View Profile
  • Mostafa Fathy Omar

    Mostafa Fathy OmarMostafa Fathy Omar

    Head of IT Business Demand and Analysis at Banque MisrHead of IT Business Demand and Analysis at Banque Misr

    View Profile
  • Soha Nabil

    Soha NabilSoha Nabil

    Governance Manager at Banque MisrGovernance Manager at Banque Misr

    View Profile
Ahmed OsamaCustomer Service Manager And Branch Judicial Cases Officer