Summary
Overview
Work History
Education
Skills
Software
Timeline
Generic
Mohammed Allam

Mohammed Allam

Financial Support Manager
Cairo,C

Summary

Detail-oriented team player with strong interpersonal skills, attention to details. Ability to handle multiple projects simultaneously with a high degree of accuracy, resourceful and professional investigator, high level of integrity and hardworking and passionate peer, a knowledge seeker with plenty of skills, hard-technical skills, or soft ones.

Overview

8
8
years of professional experience
2
2
Languages

Work History

Financial Support Manager

HSBC Electronic Data Processing
04.2023 - Current
  • Using the appropriate skills to listen to customers effectively with reasons of their financial difficulties.
  • Ensuring the good understanding business structure and collection cycles and also the challenges that the customer facing.
  • Engaging with customers and ensuring using various of questioning techniques and systems to effectively assess the customer business situation.
  • Using the provided details versus the economic challenges, and system information's also the forecasted outcomes and choosing the appropriate forbearance solution also ensuring that its in line with customer circumstance and relevant to his financial difficulties wether a short term or long one.

Technical Support Accosiate

Sutherland
06.2022 - 01.2023
  • thImproved customer satisfaction by efficiently diagnosing and resolving technical issues.
  • Enhanced team performance by training new technicians on best practices and troubleshooting techniques.
  • Assisted clients remotely using remote desktop tools, expediting the troubleshooting process significantly.
  • Provided exceptional technical support for customers with company's products
  • Achieved higher customer retention rates through excellent communication skills when explaining complex technical concepts in simple terms.
  • Rank 3 & 4 Associate with 87% TNPS satisfaction rates

Compliance Officer

Concentrix
03.2021 - 02.2022
  • Developed and maintained compliance database, tracking all compliance activities and documents.
  • Responded to employee inquiries regarding compliance regulations and procedures.
  • Maintained up-to-date knowledge of current and emerging compliance regulations.
  • Identified, investigated and documented compliance violations and recommended corrective measures.
  • Collaborated with cross-functional teams to address compliance concerns, fostering a culture of shared responsibility.
  • Monitored and assessed compliance risks associated with operational processes and procedures.
  • Developed effective case management systems for tracking investigations and resolution of identified issues related to AML compliance.
  • Evaluated emerging trends in money laundering techniques, incorporating relevant findings into company-wide strategies for combating financial crime.

Performance Manager

Vodafone UK
09.2020 - 02.2021
  • Investigate and resolve customer complaints and queries – particularly the escalated ones
  • Provide feedback and support to the Customer Care team to ensure that all issues are
    resolved according to CS SLA
  • Continuously monitor the performance of the team, and craft tailored development plans for each member.
  • Train and coach new comers, and provide the required training sessions for existing employees frequently.
  • Create a healthy and comfort work environment.
  • Conduct coaching sessions and 1:1s in an organized manner.
  • Top Leaders Rank 3. Q4 & Rank 1. Q1 the following year.

Customer Relationship Officer

Vodafone UK
03.2020 - 09.2020
  • Maintained accurate records of customer interactions, enabling better understanding of client issues and facilitating follow-ups when needed.
  • Assisted with conflict resolution during partnership negotiations and Objection handling.
  • Managed high-profile accounts, ensuring consistent delivery of exceptional service for continued business growth.
  • Filling and handling Customers SAR's [Service Access Requests] according to the GDPR rules, while adhering to the company's quality assurance and policies
  • Verifying and vetting documents provided by clients, incase if they are unable to pay their outstanding debts.

SME - Subject Matter Expert

Vodafone UK
02.2018 - 03.2020
  • Handling consumer complaints daily while, ensuring company's policies are met and attaining 100% satisfaction rates of the objections being handled.
  • Collaborating with other stake holders to ensure that the following metrics are met with their due time (Delivered hours, Adherence hygiene, training & hot/trendy topics, etcs..)
  • Showing by example and adhering to company's polices and rules,
  • Handling the escalation desk and assigning complaints, tasks to my fellow peers with 0%~1% of return rates, while achieving between 99% ~ 100% handling rates for 8 month consecutively.
  • Collaborating with Compliance and Risk functions ensuring that quality standards are met across Care/Billing department in UK operations, and spotting trendy topics, issues and violations auditing.

CSR Customer Care Representative

Vodafone UK
09.2016 - 01.2018
  • Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
  • Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
  • Answered constant flow of customer calls with minimal wait times.
  • Responded to customer requests for products, services, and company information.
  • Top Achiever Rank 3. Q2 & Q3, Rank 1 Q4 across all of UK operations, in Care/Billing department

Education

Bachelor of Law - Law

Helwan University
Helwan
04.2001 -

Skills

  • Team Leadership
  • Operations Management
  • Strategic Planning
  • Performance Management
  • Time Management
  • Project Management
  • Financial Management
  • Cross-Functional Teamwork
  • Verbal and written communication
  • Complex Problem-Solving
  • Problem-Solving
  • Multitasking
  • Positive Attitude
  • Self Motivation
  • Excellent Communication
  • Analytical Thinking
  • Continuous Improvement
  • Documentation And Reporting
  • Attention to Detail
  • Active Listening
  • Idea Development and Brainstorming
  • Interpersonal Relations
  • Research abilities
  • Money laundering investigations
  • Risk Assessment
  • Legal knowledge
  • Due diligence
  • Cybersecurity awareness
  • Detailed report writing
  • Adaptability and Flexibility
  • Software

    Excel

    Powerpoint

    MS Office

    VBA - Macros

    Power BI

    Sharepoint

    Timeline

    Financial Support Manager

    HSBC Electronic Data Processing
    04.2023 - Current

    Technical Support Accosiate

    Sutherland
    06.2022 - 01.2023

    Compliance Officer

    Concentrix
    03.2021 - 02.2022

    Performance Manager

    Vodafone UK
    09.2020 - 02.2021

    Customer Relationship Officer

    Vodafone UK
    03.2020 - 09.2020

    SME - Subject Matter Expert

    Vodafone UK
    02.2018 - 03.2020

    CSR Customer Care Representative

    Vodafone UK
    09.2016 - 01.2018

    Bachelor of Law - Law

    Helwan University
    04.2001 -
    Mohammed AllamFinancial Support Manager