Ahmed Rezk

Experience

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  PETROJET

  Jun 2016 - Jun 2016

  Summer Internship
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  ETISAL International Group

  May 2017 - Aug 2021

  • Provide weekly quality reporting for call center, team and individual agents to Director of mobile Technical/Customer Support.• Evaluate recorded calls.• Interact with and aid management team in overall staff development and discipline.• Develop and execute specific metrics and/or KPI's to track Quality Improvements• Participate in written and verbal calibration sessions with management team ensuring agent contacts are scored consistently across all teams.• Analyze trends and identify missing requirements and communicate findings to the Director of Customer Service• Monitor FCR (First Contact Resolution) and CSAT (Customer Satisfaction) reporting to ensure customer satisfaction requirements are met.• Work directly with the Manager and Director of Technical/Customer Support to monitor employee performance related to call center occupancy, quality and customer satisfaction.• Work with team to recommend employee development and improvement actions.• Assist in updating documentation, customer-facing content and participate in training initiatives.• Assist in creating awareness within the company and department of a quality-driven culture.• Assist in special projects and other tasks when required. Show less -Specialization: (Core ,Med , Med-HI , CUE and ISP queue ) out sourcing in (Etisalat project)Duties and responsibilities:Confer with customers by telephone or in person in order to provide information about products and services, to take orders or cancel accounts, or to obtain details of complaints.-Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.-Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.-Check to ensure that appropriate changes were made to resolve customers' problems.Contact customers in order to respond to inquiries or to notify them of claim investigation results and any planned adjustments.-Refer unresolved customer grievances to designated departments for further investigation. Show less

  • Quality Control Specialist

    Nov 2019 - Aug 2021

  • Night Shift Floor Support (Etisalat Misr)

    Mar 2018 - Nov 2019

  • Operation Agent (Etisalat Misr)

    May 2017 - Mar 2018
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  PETROJET

  Aug 2017 - Aug 2017

  Summer Internship
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  EGYPTAIR TRAINING ACADEMY

  Jul 2018 - Aug 2018

  Summer Internship
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  Egyptian Banking Institute

  Jul 2019 - Aug 2019

  Training For Employment Program - CBE
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  Next Home Egy

  Mar 2021 - Jan 2022

  Quality Senior Advisor

  1. Conduct quality monitoring according to the required sample size.2. Assist teams in the Owners focused planning and problem-solving.3. Send immediate notification for failing transactions monitored.4. Observe and monitor calls to ensure conformance to make or order necessary process or assembly adjustments.5. Train colleagues on quality systems, approaches, and methods.6. Track and report the progress of teams' activities, orally and in writing, on a continuous basis7. Ensure Business needs are met in a timely and cost-effective manner8. Prepare, document, and execute detailed test plans, test cases, and defect reports.9. Communicate with the Operation to set calibration sessions schedule for the Operations. Show less

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  CIB Egypt

  Jan 2022 - Jan 2023

  Direct Sales Agent

  To search for new business opportunities in the local market to deliver sales, through making outbound calls/ visits to describe the bank’s products, explain the benefits of these products, in relevance to customer’s needs, and answer customer’s questions to increase revenues and meet set targets. Sales Activities:1. Present financial products to clients using the authorized techniques in order to meet customers’ needs and preserve CIB’s market share.2. Initiate efficiently and professionally new customer accounts to increase revenues. 3. Ensure the delivery of all the required documents in a timely manner to maintain accurate records in alignment with work policies and procedures. 4. Prepare sales reports to advise the Direct sales supervisor stating sales progress in order to support further decision making.5. Attend regular meetings with Direct Sales Supervisor to review weekly/ daily/ monthly sales activities, progress on goals, and status of prospective customers. 6. Complies with all relevant CBE regulations, banking law, AML regulations, and internal CIB policies and code of conduct in order to maintain CIB’s sound legal position and mitigate any potential risks. 7. Follows day-to-day operations related to own jobs in the Sales Channels Department to ensure continuity of work. 8. Follows all the relevant department policies, processes, and standard operating procedures and instructions so that work is carried out in a controlled and consistent manner." Show less

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  Banque du Caire

  Feb 2023 - now

  Account Opening Officer

  ▪ Receiving Account Opening Forms and KYC documents at Centralized Opening Units from branches.▪ Handling all centralized operation processes such as KYC and account opening documentation checking, centralized data capture, amendments, archiving, data change, blocking, de-blocking, and signature scanning.▪ Entering customer information and data in the system as per account opening documents in accordance with AML/CFT and KYC requirements.▪ In case of irregularities discrepancies mistakes or missing documents notify the branch for rectification.▪ Making sure that accounts are being opened as per regulatory requirements and bank policies.▪ Amendments and maintenance in existing accounts cleaning customers’ data as per DAB and internal policy requirements.▪ Keeping soft copy back up of customer documents in file server and Archive.▪ Cooperating junior staff of Unit in resolving any issue with regard to account opening and maintenance.▪ Close Communication with the compliance department of the bank for resolving AML/ CFT and regulatory issues related to customers’ accounts.▪Reviewing the customers ' official documents (national Id , signature card , passport ,etc)▪Coordinate with all branches to provide us with the missing documents ▪Entering the customers' database on the bank system.▪Updating the branches with the final status of the customer.▪Close communication with compliance department of the bank for resolving AML issues related to the customer accounts. Show less