Eslam Mahmoud Tawfik

• Led the Credit Card Retention project (July 2021), increasing customer retention rate from 5% to 18.5% through strategic planning and execution.

• Contributed to increasing credit card sales by 15% through targeted campaigns and improved customer engagement strategies.

Played a key role in increasing loans and credit facilities by 25% through effective cross-selling techniques and tailored financial solutions.

• Successfully contributed to boosting certificate of deposit (CD) sales by 30% through client-focused advisory and product positioning strategies.

• Consistently achieved top performance from 2020 to 2024.

• Review the Unit’s prepared action plan and supervise its achievement.
• Responsible for achieving the Unit’s performance goals for quality, customer satisfaction, and productivity.
• Review the prepared sales scripts and ensure their compliance with the Bank’s regulations and quality standards.
• Devise creative and engaging campaigns to generate inspirational and informative content through all channels.
• Manage the implementation, tracking and measurement of assigned campaigns.
• Identify sales opportunities by assessing industry trends and analyzing and summarizing competitor information and strategies.
• Maintain accurate, current knowledge of new advertising campaigns to implement changes.
• Distribute the cross and upselling targets to the Commercial Activities Team according to the assigned budget.
• Manage and recommend an intensive training plan for new and existing staff.
• Devise new techniques, rules & regulations to guarantee optimum utilization of the individuals’ capabilities & skills within the team aiming at optimum quality of service.
• Motivate, monitor & coach the unit team members & support them accomplishing their tasks.
• Improve the operational efficiencies within the Unit by analyzing the operations control outcomes and ensure conducing the relevant trainings.
• Oversee the accomplishment of tasks and selling targets among the team members.
• Collaborate with the Performance Management & Training Teams to establish continuing strategies for addressing customer needs and providing the best possible customer service at all points of contact.
• Conduct regular meetings with the Team members to keep track on targets fulfillment and ensure applying optimum quality standards.
• Maintain close monitoring of the team’s performance for further periodical reporting & evaluation.
• Propose new ideas to enhance the performance within the Commercial & Campaigns Management Unit.
• Responsible for evaluating the performance of personnel in the Unit.
• Recommend training and development requirements, has the duty to keep the staff at the highest level of skill necessary to meet needs and objectives, and may recommend that personnel be hired or removed from the unit.
• Ensure that security risks are mitigated including user access rights allocated to users/validation level.
• Ensure the correct functioning and implementation of the Permanent Supervision, Compliance and Money Laundering, Operational Risk, and Workplace Success Guidelines whenever and wherever possible.

• Set and Prepare Monthly KPI’s for all Contact Center Units (Inbound, Outbound, E-Channels, Back office).
• Monitor Abusing Case for All Contact Center Staff.
• Monitor Service Level For all Contact Center Channels (Inbound, FB, Chat).
• Revise daily reports to enhance the Contact Center operational efficiency.
• Add deeper analysis to the Contact Center Analysis and Development executives’ reports to evaluate the alignment of Contact center performance with established business unit objectives.
• Assists all internal units with preparation of new reports, presentations, or survey information.
• Generate ideas and propose innovation to maximize call center performance through them.
• Prepare Schedules for All Staff. (Monthly schedules, Breaks, Official Vacations).
• Monitor Tardy Breaks for Inbound and Outbound Staff.
• Manage and allocate sessions, Meetings & Courses.
• Manage All Annuals Vacations for All Staff.
• Handled all Non-Technical Justifications for All Inbound and Outbound Staff.

• Conducted thorough research and analysis to identify project requirements, risks and potential challenges.
• Promoted team collaboration to ensure timely project completion.
• Analysed project data and metrics to identify areas for improvement and optimise project outcomes.
• Developed contingency plans, ensuring smooth workflow during unforeseen circumstances.
• Adhered strictly to industry standards in all planning tasks.
• Forecasted costs and programme schedule to align with delivery assumptions.

• Follow up e-banking services problems.
• Deactivation & Activation process for Electronic Cards (Debit & Credit).
• Issuing and Re-Issuing process for electronic cards Requested by Bank Branches or Upon Customers Phone Calls.
• Financial executes (settlement, transfers, etc).
• Financial inquire about customer position.
• Investigate Customers Complains, Disputes & Requests.
• Handling all Customers inquires done by visa credit, internet cards and accounts.
• Providing General Inquiry about Bank Products & Services.
• Handle Critical and VIP Calls Transferred by Routed Directly by IVR.
• Check book requests.
• Redemption and subscription in bank investment funds (IC’s).
• Handle Safwa customer needs in investment within banking product.