MAHMOUD AHMED METWALLY
Summary
Back Office Team Member supporting contact center operations with technical issue resolution, user account administration, and daily fraud case handling for card controls. Coordinates with internal departments and customer branches to resolve operational issues, maintain access records, and deploy Knowledge Base updates. Supports service continuity through accurate processing of Corporate Internet Banking requests and strict procedure compliance.
Overview
2
2
Languages
14
14
years of professional experience
Work History
Back Office Team Member
Raya Contact Center Project (Banque du Caire)
02.2023 - Current
- Provide technical support to Contact Center users and resolve system-related issues.
- I handle cases of bank fraud sent daily by MasterCard; I take action regarding the affected cards and email the customer's branch, acting as a member of the (Contact Center fraud team)
- Create, modify, and deactivate user accounts for Contact Center staff.
- Coordinate with relevant departments to resolve operational and technical issues.
- Maintain user access records and ensure compliance with internal procedures.
- Handle customer requests related to Corporate Internet Banking services.Handle and deploy updates to the Contact Center Knowledge Base.
- At "Raya" contact center project (BANQUE DU CAIRE)
- 02/2023 – Present
Operation team leader
Raya Contact Center Project (BANQUE DU CAIRE)
12.2019 - 02.2023
- Monitor team performance and report on metrics
- Supervise assigned employees daily performance in accordance with BDC bank policies and procedures
- Coach and mentor agents on their performance, as well as aid in career and performance development plans
- Delegate tasks and set deadlines
- Discover training needs and provide coaching
- Listen to team members’ feedback and resolve any issues or conflicts
- Recognize high performance and reward accomplishments
- Oversee day-to-day operation
- Handling a complaint and customer’s inquiry
- Preparing schedule of agents and make which meet a capacity plan on a weekly basis
- Responsible for training team members, setting strategy and monitoring progress towards goals
- Develop team strengths and improve weaknesses
- Conduct first-level interviews, according to interview guides and best practices
- Perform employee attendance check and report to Supervisor
- Perform other duties as assigned
- At "Raya" contact center project (BANQUE DU CAIRE)
- 12/2019 – 2/2023
Customer service representative
Raya Contact Center Project (BANQUE DU CAIRE)
09.2015 - 12.2019
- Answering Customer Calls
- Handling Customers issues with efficiency and Proper way
- Providing customers with the organization’s service and product information
- Following up complicated customer calls when required
- Preform fraud task
- Preform Requests to speak to an administrator as temporary task in the absence of a team leader
- At "Raya" contact center project (BANQUE DU CAIRE)
- 09/2015 – 12/2019
accountant
Egyptian Group Accounting & Auditing
07.2012 - 08.2015
- Preparing accounts and tax returns
- Monitoring spending and budgets
- Auditing and analyzing financial performance
- Financial forecasting and risk analysis
- Advising on how to reduce costs and increase profits
- At Egyptian Group Accounting & Auditing
- 07/2012 – 08/2015
Education
BACHELOR OF COMMERCE - Financial Accounting
Ain Shams University
01-2011
Skills
Fraud case handling
Team performance monitoring
Escalation management
Time management skill
Leadership skill
Complaint resolution
User account administration
Knowledge base management
Microsoft Office package
Customer service quality monitoring
Accomplishments
- I made an alternative calls data recording system for the CRM system, through Microsoft Access (call tracker app) which was a huge success this led to a request for applications for the social media team (social media tracker app) and wealth team ( Wealth tracker app ) and I also made these apps
- The results achieved by these applications
- These applications have been called a great move to the call center (BDC) in improving the accuracy of reports, which are submitted to senior management and decision makers
- Named for the speed of employee registration of calls and inquiries data
Timeline
Back Office Team Member
Raya Contact Center Project (Banque du Caire)
02.2023 - Current
Operation team leader
Raya Contact Center Project (BANQUE DU CAIRE)
12.2019 - 02.2023
Customer service representative
Raya Contact Center Project (BANQUE DU CAIRE)
09.2015 - 12.2019
accountant
Egyptian Group Accounting & Auditing
07.2012 - 08.2015
BACHELOR OF COMMERCE - Financial Accounting
Ain Shams University