Ahmed El Noamaney

• Lead the RTM and reports team.
• Create interactive dashboards to assist the stakeholders in taking the rightful decisions.
• Worked with management to develop strategic and tactical plans to meet different requirements.
• Set and adjusted to schedules to maintain optimal coverage and service levels.
• Managed real-time inbound call traffic across multiple contact center locations.
• Optimized schedules, forecasts and other tools to present to management.
• Responsible for ensuring that operations are performing according to key call center performance metrics such as service level, adherence, absenteeism, utilization, AHT, FTE, occupancy, Tardiness & conformance. Handling real time and historical data.
• Planning needed staff to cover all LOB in order to achieve each target successfully.
• Create dynamic dashboards to show management the progress of our business.

• Worked with management to develop strategic and tactical plans to meet different requirements.
• Set and adjusted to schedules to maintain optimal coverage and service levels.
• Managed real-time inbound call traffic across multiple contact center locations.
• Optimized schedules, forecasts and other tools to present to management.
• Responsible for ensuring that operations are performing according to key call center performance metrics such as service level, adherence, absenteeism, utilization, AHT, FTE, occupancy, Tardiness & conformance. Handling real time and historical data.
• Planning needed staff to cover all LOB in order to achieve each target successfully.

• Identified inefficiencies and risks by monitoring business unit trends and key performance indicators.
• Resolved variances in performance reports through root cause analysis and review of internal performance reports.
• Prioritized schedules to meet project goals and overall customer satisfaction.
• Planning the needed staff to cover all LOB in order to achieve each target successfully.

Responsible for ensuring that operations are performing according to key call center performance metrics such as service level, adherence, absenteeism, utilization, AHT, FTE, occupancy, Tardiness & conformance. Handling real time and historical data.

• Responsible for ensuring that operations are performing according to key call center performance metrics such as service level, adherence, absenteeism, utilization, AHT, FTE, occupancy, Tardiness & conformance and handling real time.

• Maintained accurate and current customer account data with manual forms processing and digital information updates.
• Coordinated timely responses to online customer communication and researched complex issues.
• Updated customer accounts and system database with latest details to support accuracy and efficiency in future interactions.
• Helped 400 customers every 8 hours by approaching conversations with positive attitude.

• Handled high volume of in-bound calls pertaining to reconciliation of delinquent accounts.
• Resolved problems, improved operations and provided exceptional client support.
• Handled 70 calls per 4 hours to address customer inquiries and concerns.
• Increased customer satisfaction by resolving their issues.
• Updated customer accounts and system database with latest details to support accuracy and efficiency in future interactions.

• Established open and professional relationships with team members which helped resolve issues and conflicts quickly.
• Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
• Facilitated training for associates through daily coaching and regular performance appraisals.
• Mentored and guided employees to foster proper completion of assigned duties.

Answered over 700 calls per 12 hours to meet fast-paced call center demands.

• Contacted clients to verify account information and maintain accuracy, resulting in 95% increase in client satisfaction.
• Enhanced productivity by staying on top of call scripts.