Sally Saeed

Experience

• 

  British International School Egypt

  Jan 2010 - Sept 2014

  Teacher Assistant

  - Supported the lead teachers in charge of the classroom.- Worked on educational activities with children of special needs.

• 

  Teleperformance

  Jan 2015 - Jun 2015

  Customer Service Representative

  - Handled outbound calls to gather the client's information [Construction field projects - UAE].- Exceeded sales target by 10 %.

• 

  HSBC

  Aug 2015 - Nov 2021

  - Took full accountability for the Leadership, coaching, and absence management of a team of up to 15 FTE handling call types across products and propositions and supported with performance management- Supported management of various employee-related concerns such as retention, absenteeism, morale, conflict resolution, employee grievances, and under-performance in compliance with local disciplinary procedures and authority levels. - Understood and translated the immediate business/function strategy into your team and align direction accordingly- Coached performance improvement of the team to achieve a high-performance culture, adhere to the relevant procedures under a defined coaching scheme, and through pro-active 1:1s and buzz sessions.- Supported achievements of Group Performance Management metrics (PIP completion, managing up under-performance, and minimizing repeat underperformance.)- Facilitated team meetings.- Planned and priorities work appropriately considering the importance, urgency, customer, and business impact.- Adhered to local regulations and programs around ‘Treating Customers Fairly’.Hiring Process Assignment Responsibilities In Call Center.• Interview candidates in-person for a wide range of roles (junior, senior and executive).• Follow up with candidates throughout the hiring process.• Maintain a database of potential candidates for future job openings. Show less - Provided the alert monitoring/case financial crime compliance teams with quality responses and information on which they can act upon. - Ensured to respond to RFIs within agreed timescales [service level agreements (SLA)], globally. - Ensured effective escalation routes with all Lines of Business (LOB) within each country (and region where needed) if timescales and or quality levels are not met.- Provided quality Management Information (M.I.) (via a Central Control team for non UCM enabled countries) to monitor all performance/ service level agreements (SLA).- Provided an overall view of the RFI process and where optimization and improvement are required. Show less

  • Operations Team Manager

    Aug 2018 - Nov 2021

  • RFI Analyst

    Oct 2017 - Aug 2018

  • Customer Support Associate

    Aug 2015 - Sept 2017
• 

  Cashcall

  Apr 2022 - now

  Business Operations Supervisor

  Lead the onboarding business operations team. Review Cashcall applications before going production.Monitor system behaviors against expected issues.Handling service complaints from internal and external parties and end customer related.Identifying and suggesting areas of improvement.Setting and reviewing day to day processes. Leading and coordinating between external parties and internal support team . Investigation for discovered issues down to root cause.Communication with external parties (Banks – Billers) to maintain smooth and successful relationship.UAT acceptance and approval.Operational KPI’S & Analysis reports for business needs. Updating system configuration. Show less