Ahmed Afifi

• Coordination Role in UNHCR Egypt’s Registration Unit
  - Supervised 11 staff directly, ensuring the completion of daily tasks and responsibilities of the Registration Unit.
  - Monitored staff performance for data quality and provided guidance.
  - Drafted evaluation reports.
  - Supported staff recruitment by organizing meetings, catch-ups, and participating in the recruitment process.
• Leave Management:
  - Acted as FP for leave management, tracking, monitoring, and providing leave reports, establishing effective system in coordination with HR.
• Procurement Support since the Sudan emergency situation eruption:
  - Assisted with procurement process during office needs and expansion following Sudan Emergency, showcasing strong follow-up skills.
• Litigation and complex cases
  - Acted as a focal point for handling Litigation process and worked on the adjudication process.
• Performance Improvement and Team Support:
  - Improved performance in providing support and guidance to the team.
• Focal Point for Data Quality Checks:
  - Generated significant improvements to the quality check and assurance system, including developing a report to flag mistakes in data entry.
  - Conducted data quality checks and clean-up, providing relevant feedback to staff members.
• Support During Emergency:
  - Supported significant changes and adjustments to the registration processes during the Sudan Emergency.
  - Provided training, guidance, and support to new registration staff.
• Registration Center Management:
  - Supported daily registration activities, led the registration center in the absence of senior coordinators and assign registration staff to cover various activities.
  - Coordinated with protection units and assessed and admitted vulnerable walk-in cases.
• Assist in the implementation of registration strategies and methodologies for POC .
• Maintain accurate and up-to date records and data related to all individual registration cases.
• Collaborate with protection staff and/or partners in the delivery of assistance and programming, including provision of identity and entitlement documentation.
• Draft and submit reports and statistics related to registration.
• Provide statistics and draft reports related to registration data.
• PSEA Focal point:

1. Support SEA risk and challenge assessments with staff and partners and participate in planning preventive activities and response .

2. Participate in training sessions in the operation .

3. Support in raising awareness in communities about standards of behavior to expect from humanitarian workers and staff.

4. Supporting Managers to coordinate with partners in relation to PSEA preventative activities.

5. Support and ensuring that SEA victims/survivors have access to / are included in referral pathways for SGBV survivors, thereby facilitating their access to medical, psychosocial, legal assistance, and to safe shelter and physical safety.

• Conduct registration interviews required in accordance with registration standards and guidance.
• Provide counseling to, and responds to queries from, asylum seekers and refugees regarding UNHCR's registration procedures and their rights and entitlements.
• Maintain accurate and up-to date records and data related to all individual registration cases.
• Identify persons with specific needs and ensure timely referral to protection follow-up as required.
• Draft correspondence and reports relating to registration activities in the operation, when required.
• Conduct RSD interviews and make RSD recommendations for cases that are processed through the merged registration-RSD procedures in accordance with RSD procedural standards.
• Act as interpreter and translator when needed.
• Refer cases to other units within the office and to implementing partners as necessary.
• 
  

• Respond to person of concern to UNHCR requests and provide information about UNHCR procedure to the citizens via phones, e-mails and Social Media pages as a receiver.
• Report the detention cases and follow up with concerned unit.
• Monitor the services provided by our NGO`s partners and raise any complaint regarding the services.
• Arrange appointment for new registration and verification for the applicant cases.
• Recognize, document and alert the supervisor of trends.
• Determine the cases in need for fast track upon the phone screening process and refer those cases to the concerned unit.
• Identifying the most vulnerable cases in terms of protection or community based protection services criteria.
• Counseling to persons of concern to UNHCR seeks intervention and support and ensure proper feedback is provided to persons of concern. _ Acting as reception Coordinator for 4 Months :
• Daily case management for the most vulnerable cases.
• An average of 100-150 individuals attended and followed up processing and recording instances protection interviews carried out on a weekly basis and related recommendations.
• Ensuring a smooth and fair access at reception and monitoring access to premises of persons of concern to UNHCR.
• Ensuring effective communication mechanisms and procedures are in place to support the work of staff dedicated to the reception area;
• Weekly and monthly statistics on persons of concern approaching the reception area.
• Ensuring that persons of concern with emergency conditions approaching the reception are attended in a timely manner and referred to the appropriate Unit and services;
• Ensuring a smooth and fair access at reception and monitoring access to premises of persons of concern to UNHCR.

• Volunteer at UNHCR as host organization with the below duties .
• Answer phones and respond to person of concern to UNHCR requests and provide information about UNHCR procedure to the citizens via phones, e-mails and Social Media pages as a receiver.
• Report the detention cases and follow up with concerned unit.
• Follow up with the person of concern the services provided by our NGO`s partners and raise any complaint regarding the services.
• Arrange appointment for new registration and verification for the applicant cases.
• Recognize, document and alert the supervisor of trends in customer calls.
• Complete call logs and reports.
• Maintains the info-line database by entering information.
• Determine the cases in need for fast track upon the phone screening process and refer those cases to the concerned unit.
• Identifying the most vulnerable cases in terms of protection or community based protection services criteria. -Acting as reception coordinator if needed .

• Proceed with early settlement profit refund after approval by authorizer based on credit program matrix
• Post finance maintenance transactions on GFS
• Collateral control by reviewing daily fully secured booked deals blocked collaterals
• Handle complaints within agreed upon turnaround time
• Execute testing scenarios by Attending (UAT) for retail, business banking & Gold
• Execute releasing and blocking collaterals for secured facilities on system after obtaining proper approvals
• USD Skuk manual handling by placing hold
• Execute early and partial settlements on system
• Handle car traffic renewals issuance and system data update for insurance & car details
• Handle issuing clearance & facility balance Certificates
• Handle issuing releasing letters
• Execute releasing hold for buyout incremental amounts as per policy
• Reporting of any problem /bug in system
• Review comments for pending cases to be send to the source for rectification after unit head approval
• Prepare daily reports and MIS
• Processing the Fast Track workflow for priority customers

• Successfully manged the Credit card maintenance task to be done day by day instead of being processed in 2 weeks.
• Assisting my call center manager to built new share point to work at and register the new requests from customer by call center which decreased the mistakes by 80 % percent avoiding a lot of complaints and dissatisfaction.
• Monitoring the cards and escalating any suspicious usage of the cards like the business use or fraud cases to my manager and the cards business team.
• Promoted my experience with searching all he time for new info and sharing with my colleagues to improve our performance and exceeding our KPIS.
• Following with the complaints team and escalating complaint to the other departments.
• Recommends potential products or services to our potential customers.
• Responsible for the cash back card (credit card) inquiries.
• Communicating with the credit card maintenance team for any modification with cards.
• Responsible for card delivery requests and statement inquiries.
• Handling all Customers Problems with their accounts in the bank including the branches back up.
• Activating the credit cards and debit cards and replacements (maintenance) and sent daily reports with the Cards.
• Responsible for Customers Inquires at the website.
• Maintains customer records by updating account information.
• Prepares product or service reports by collecting and analyzing customer information.

• Responsible for the cash back card campaign.
• Responsible for the Telesales program.

• Maintains control over audit procedures to ensure compliance with controls
• If Weaknesses are identified try to fix ASAP.
• Maintains knowledge of the products and services in order to Efficiently train and motivate staff to cross-sell.
• Provides training to staff in regard to operations and policies.
• Schedules, supervises, and motivates branch staff in an effort to maintain optimal Member service satisfaction levels.
• Coaches staff to fulfill business plan goals.
• Assists in evaluating staff's work performance by helping to prepare and deliver Annual reviews and performing coaching sessions.
• Monitors quality of service for members, and ensures that employees are maximizing Opportunities to sell products.
• Assists in the interviewing, hiring and training of new members service.

• Focuses sales efforts by studying existing and potential volume of dealers.
• Submits orders by referring to price lists and product literature.
• Keeps management informed by submitting activity and results reports, such as daily reports, weekly work plans, and monthly and annual territory analyses.
• Resolves customer complaints by investigating problems; developing solutions; preparing reports; making recommendations to management.
• Provides historical records by maintaining records on area and customer sales.
• Contributes to team effort by accomplishing related results as needed