Mohamed Shaaban Mohamed Hassan Zoear

-Handle and review all complaints and ensuring meeting quality standards , procedures and service level agreements.

- Investigate customer complaints with customer oriented approach and resolve them professionally , efficiently and promptly.

-Ensure are responded to with a level of detail and quality that meets or exceeds expectation.

-review recorded complaints and action taken towards resolving them in the relevant systems and/or documents.

-gather data and statistics about complaints , identify root causes propose solutions and communicate them regularly with the concerned stakeholders.

-review prepared periodical reports presenting complaint analysis and highlighting current issues.

-Maintain extensive knowledge of the products , services , procedures and systems.

-Handle complex and unresolved complaints escalated by the team within set time frame

-Perform ad-hoc tasks that support activities of customer quality assurance whenever needed.

-collaborate effectively and follow up with other departments to resolve customer's issues.

-evaluating staff performance of the staff in customer experience team

-Established cross-functional teams for improved communication between departments and better customer experiences.

-Streamlined internal processes for more efficient issue resolution, reducing overall case volume while maintaining high-quality service levels.

-Reduced response time to customer inquiries by optimizing support channels.

• Conducted regular performance reviews for team members, providing constructive feedback and setting achievable goals.
• Collaborated with marketing to develop promotional materials that improved brand perception among customers.
• Streamlined customer service processes, resulting in reduced wait times and increased efficiency.
• Played an instrumental role in launching new products or services by coordinating efforts across departments and ensuring seamless integration into existing customer support processes.
• Implemented incentive programs to motivate staff and improve overall customer experience scores.
• Implemented quality assurance measures designed to catch errors before they reached customers, minimizing negative impacts on the user experience.
• Created detailed reports on team performance metrics, identifying areas for improvement and implementing action plans to address them.
• Managed a team of customer service representatives, providing guidance and support to help them reach their full potential.
• Optimized the use of CRM software, ensuring accurate tracking of customer interactions and enhancing overall team performance.
• Resolved complex customer issues by collaborating with other departments and finding creative solutions.

• Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
• Built and maintained relationships with new and existing clients while providing high level of expertise.
• Maintained knowledge on banking products and distribution to provide optimal service support.
• Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
• Achieved goals for sale of bank products and services and exceeded performance metrics for customer service.
• Provided exceptional customer service, resolving issues promptly and maintaining client trust throughout the resolution process.
• Strengthened client relationships by actively listening to their needs and providing tailored financial solutions.
• Identified new business opportunities through diligent market research and analysis, contributing to increased revenue growth.
• Participated in staff meetings to discuss innovative strategies to improve services.
• Coordinated efforts between various departments such as sales, credit assessment, operations teams for smooth delivery of services to clients.
• Continuously updated personal knowledge of banking regulations and compliance requirements to minimize risk exposure for both clients and the organization.

• Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
• Managed high call volumes while providing exceptional customer support.
• Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
• Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
• Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
• Identified upselling opportunities to increase revenue generation.
• Streamlined call flow processes for more efficient response times and increased productivity.
• Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
• Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
• Collaborated with team members to share best practices and improve overall team performance in meeting targets.
• Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.