Summary
Overview
Work History
Education
Skills
Singing , Writing Poems , Walking
Timeline
Generic

Mohamed El Mekkawy

Customer Service Team Leader
Cairo

Summary

- Proficient in handling complex customer issues and promoting positive experiences , Organized with team-oriented mentality and dedication to customer satisfaction, business goals & Service Level.

- Adaptable professional with 9 years of experience in customer service and customer relations , with proficiency in office equipment operations.


Overview

11
11
years of professional experience
4
4
years of post-secondary education
1
1
Language

Work History

Customer Service Team Leader

QNB ALAHLI
Cairo
11.2022 - Current
  • Handling Floor inquiries & Escalations , Checking customer's Waiting time & Staff Adherence
  • Sending Service Level Report by the End of each day
  • Sending monthly Reports to direct manager with team members scores
  • Reviewing each team member monthly achieved KPI's & Upcoming action plan
  • Handling Customers' Complaints against Inbound staff members

E-Channels Senior Representative

QNB ALAHLI
Cairo
01.2018 - 11.2022

Handling customers' inquiries & claims through Mobile Banking & Whatsapp chat services , Reply to customers' cases received through Bank's official E-mail & Social Media Pages , Sending SMS & E-mail campaigns to customers through bank's official channels


Support Floor inquiries & follow up customers delayed cases

Inbound Customer Service Representative

QNB ALAHLI
Cairo
05.2016 - 01.2018

Answering customers inquiries about bank products & services , assigning requests & complaints

Inbound Customer Service Representative

CIB
Cairo
08.2015 - 05.2016

Answering customers inquiries about banking products , assigning customers' requests & complaints

Telesales Executive

Omniat International Company
Cairo
06.2015 - 08.2015

Contacting Arab living abroad in Canada , Australia offering them TV boxes & Disney Land Trips

Trainee

NSGB
Cairo
07.2013 - 08.2013

Trainee at New Maadi Branch

Trainee

NSGB
Cairo
07.2012 - 08.2012

Trainee at Safeer Branch

Education

Bachelor of Commerce And Business Administration - Accounting - English Section

Helwan University
Cairo , Egypt
09.2011 - 06.2015

Skills

Complaint resolution

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Singing , Writing Poems , Walking

Singing & Writing poems can Spread joy and affect listeners feelings positively

Timeline

Customer Service Team Leader

QNB ALAHLI
11.2022 - Current

E-Channels Senior Representative

QNB ALAHLI
01.2018 - 11.2022

Inbound Customer Service Representative

QNB ALAHLI
05.2016 - 01.2018

Inbound Customer Service Representative

CIB
08.2015 - 05.2016

Telesales Executive

Omniat International Company
06.2015 - 08.2015

Trainee

NSGB
07.2013 - 08.2013

Trainee

NSGB
07.2012 - 08.2012

Bachelor of Commerce And Business Administration - Accounting - English Section

Helwan University
09.2011 - 06.2015

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Mohamed El MekkawyCustomer Service Team Leader