Samer Sabry Amin
Sales & Customer Service
Cairo
Summary
Samer Amin has put to use his multi-national exposure, leadership protocols, financial literacy and healthcare expertise to start his very own entity and legacy, which entailed financial solvency, employee management and corporate proficiency. His +15 years of professional experience in monetary operations, customer relationships, sales, brand equity and healthcare experience have equipped him to attain multi-sectorial trends and profit generating business strategies and plans that he continues to harness. Also Samer Amin is an experienced Director of Customer Service with a demonstrated history of success in customer service management. He has a focus on customer satisfaction and has a commitment to building relationships through proactive communication and problem solving. He is highly organized, able to multitask, and enjoys working with a team.
Overview
18
18
years of professional experience
2006
2006
years of post-secondary education
15
15
Certifications
2
2
Languages
Work History
Operations Director
Marhaba medical Clinics
01.2022 - Current
- Guide/mentor employees on regulatory standards in accordance with hospital goals
- Provide oversight on daily clinical operations, ensure standards of patient care through QA monitors, manage and support nursing and staff across diverse clinics
- Overlook RfP's and budget in accordance to project requirements; lead staff meetings (provide feedback, encourage collaboration and planning)
- Organize educational orientations and in-service training for employees; identify and resolve challenges amongst medical staff, patients, families and members of the public; evaluate job descriptions; manage performance and professional development programs for nurses, support staff and all other clinical staff
- Anticipate physician needs, and ensure smooth daily operations and steady progress towards established clinical goals; suggest cost effective programs
Sales, Customer Support & Service Director
Viotal Healthcare Group
01.2020 - 01.2022
- Develop and establish customer centric strategies and programs; implement policies and procedures associated with customer service and operations; execute strategic plans to achieve sales targets and elevate customer base
- Oversee and coordinate cross-functionally the resolution of complex issues/concerns; ensure continuous improvement of processes, systems, and collaboration; lead customer service teams at multiple North American locations; drive talent and develop a high-performing team and propose/present effective value propositions
- Engage and serve customers via the 80/20 approach; maintain long-term customer relationships; control resources and utilize assets to achieve qualitative and quantitative KPIs and monthly service level; implement tactical strategic budgeting techniques for accounts
- Apply best practices to keep ahead of industry development; understand category-specific landscapes/trends
- Hire, promote and provide performance evaluation and feedback for direct hirers
- Exceed annual sales targets within assigned territory and accounts
E-Mortgage Supervisor, Mortgage Department
Al Hilal Bank
01.2015 - 01.2020
- Address policy and procedural changes with management pertaining to home finance processes
- Develop excellent customer service relationships
- Plan and handle day-to-day operations alongside a team of sales advisors to achieve target; follow-up and enhance the developments parameter with product team; monitor after-sales service (e.g
- PM release, letters, rate reductions and conversion for off-plan existing deals)
- Deliver excellent after-sales service in compliance with Islamic Shariah requirements and as per customer expectations
- List new projects/developers with a minimum of two per month; brokers tie-ups; maintain missing bank collaterals and reduce number of the customers to 50% on monthly basis; handle all Abu Dhabi and Al Ain Municipality transfers
- Train home finance and call center employees on product enhancement and development updates
Senior Sales & Service Executive, Mortgage Department
Al Hilal Bank
01.2015 - 01.2018
- Deal with high-net-worth residential clients and maintain relationships; handle CRM requirements promptly/professionally and ensure customer database is constantly updated
- Cater to financial needs and customer solutions; offer advice on properties; pay external business visits to prospective clients
- Work closely with developers like SDIC, ALDAR, TDIC Properties etc
- Over-achieve monthly sales targets set by management
Sales and Service Executive, Mortgage Department
Abu Dhabi Islamic Bank
01.2013 - 01.2015
- Deal with high value residential customers and strengthen relationships; follow-up on leads forwarded by the CRM team and ensure inquiries are dealt with promptly and professionally
- Working with developers such as like SDIC, ALDAR, TDIC Properties etc
- Achieve a monthly sales target set by management; external sales visits to prospective clients
- Offer financial advice to meet customer needs when investing in properties
- Complete necessary paperwork (application and assessment form, customer documentations, etc.) prior to sending it to the credit department; update ADIB cliental database
ATM Acting Team Leader, Channel and Development Team
National Bank of Abu Dhabi
01.2011 - 01.2013
- Day-to-day ATM operations for Abu Dhabi banks, maintain high ATM network availability; manipulating, cleansing and processing data using excel, access; loading, extracting and validation of ATM data; investigate technical issues and escalate operational issues to senior management
- Analyze raw data, draw conclusions and develop recommendations; create data reports and monitor all data for accuracy purposes; carry out specified data processing and statistical techniques; supply qualitative and quantitative data to colleagues and clients
- Motivate and guide the team to proactively develop and retain key customer accounts
Call Center Advisor
National Bank of Abu Dhabi
01.2010 - 01.2011
- Provide advice, information and assistance to callers
- Cater to recorded caller queries, requests, orders and complaints from the first phone call; respond to customer enquiries via email
- Prompt response to phone calls and follow-up calls (average of 50 incoming calls daily)
- Revert to credible resources to ensure accurate responses
- Process and log orders, forms and applications; record details of calls/issues on logging software; escalate priority issues and customer complaints promptly; arrange appointments for engineers to attend premises if/when required
Customer Support & Services
Etisalat
01.2008 - 01.2009
- Provide world-class customer service; respond to specialized client inquiries (billing, GSM, landline, internet technical support, etc.)
- Develop up-selling and cross-selling strategies for customers
- Clarify issues and suggest solutions, research and explore accurate responses and alternative solutions, escalate issues
- Sell products/services while developing relationships with existing customers
- Ensure quality services by establishing and enforcing organizational standards; team work brainstorming sessions to suggest lasting solutions; maintain database by entering relevant information
Medical Sales Representative
Gulf Medical Equipment Company
01.2007 - 01.2008
- Company Overview: Abu Dhabi, UAE
- Arrange meetings, conferences, presentations, schedules and briefings for doctors, nurses, surgeons and practitioners; build/maintain a positive repertoire with medical and administrative staff; update patient contact details; plan weekly/monthly schedules
- Manage budget for catering, speakers, conferences, hospitality, etc
- Exceed annual sales targets
- Stay updated with latest clinical data supplied by companies; monitor competitor products/initiatives; maintain knowledge of new developments in the National Health Service (NHS)
- Anticipate potential negative and positive impacts on business and adapt strategies accordingly; develop effective and relevant strategies to increase healthcare sector opportunities
- Abu Dhabi, UAE
Education
Faculty of Education - Geography
Helwan University
Skills
Team Management
Certification
06/01/08, Customer service for front line staff
Accomplishments
- Strong desire to achieve high-corporate values and goals
- Ability to work under pressure (i.e. with experience in crises management)
- Humility and self-awareness
- Customer orientated communication skills
- Cost efficient
- Highly adaptable and future orientated
- Risk-taker and not afraid of failure
- Identify challenges and find solutions
- Punctuality, speed and articulation
- Develop, implement and manage innovative and new strategies/procedures
- Fluency in various fields with advanced presentation skills and proficiency in MS word, excel and PPT
- Strong leadership and analytical skills
- Complimented by senior leaderships, direct line managers and coworkers for level of proficiency
- Customer Service Management
- Team Leadership
- Process Improvement
- Project Management
- Data Analysis
Timeline
Operations Director
Marhaba medical Clinics
01.2022 - Current
Sales, Customer Support & Service Director
Viotal Healthcare Group
01.2020 - 01.2022
E-Mortgage Supervisor, Mortgage Department
Al Hilal Bank
01.2015 - 01.2020
Senior Sales & Service Executive, Mortgage Department
Al Hilal Bank
01.2015 - 01.2018
Sales and Service Executive, Mortgage Department
Abu Dhabi Islamic Bank
01.2013 - 01.2015
ATM Acting Team Leader, Channel and Development Team
National Bank of Abu Dhabi
01.2011 - 01.2013
Call Center Advisor
National Bank of Abu Dhabi
01.2010 - 01.2011
Customer Support & Services
Etisalat
01.2008 - 01.2009
Medical Sales Representative
Gulf Medical Equipment Company
01.2007 - 01.2008
Faculty of Education - Geography
Helwan University
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