Ahmed Badr

Experience

• 

  Hotels.com

  Jan 2015 - Dec 2015

  Customer Service Representative

  - Customer Support: Respond to customer inquiries via phone, email, or chat, addressing questions about bookings, cancellations, refunds, and website navigation.- Problem Resolution: Handle complaints and issues related to reservations, payments, or policies, ensuring timely and satisfactory resolutions.- Booking Assistance: Help customers search for hotels, provide detailed information, and guide them through the booking process.- Policy Communication: Clearly explain cancellation policies, payment terms, and other service-related details to customers.- Upselling and Cross-Selling: Recommend additional services, such as travel insurance, upgrades, or special offers, to enhance the customer experience.- Account Management: Assist customers in managing their accounts, including updating personal details, managing preferences, or recovering account access.- Collaboration: Work closely with other departments, such as technical support or partner services, to resolve escalated issues.- Feedback Collection: Gather customer feedback to help improve services and communicate recurring issues to management.- Documentation: Maintain accurate and detailed records of customer interactions in the CRM system.Adherence to Standards: Follow company policies and procedures to ensure consistent and high-quality service delivery. Show less

• 

  HSBC

  Jun 2016 - Aug 2021

  - Lead and motivate a team in a challenging environment and assist the team in facilitating greater efficiency and timely production of high-quality KYC profiles.- Responsible for meeting customer expectations and PLA standards for the overall team.- Interfacing with Compliance and Relationship Managers where applicable especially on matters that involve escalation of pending and ageing profiles.- Liaison and communication point between sites in France, Poland, Canada and Egypt.- Keeping abreast of developments within the financial regulatory environment and proactively educate the team on the same.- Work in tandem with the Quality Control team to ensure overall high-quality profiles emanating from the team and address quality issues to meet the established performance standards.- Ensure implementation and adherence to audit and compliance requirements and proactively highlight potential issues to the management.- Provide timely and effective feedback on performance to the team on job objectives and mentor team members to achieve the expected performance standards.- Develop and maintain excellent professional relationship with all stakeholders.- Facilitate continuous improvement of workflow, customer service, personnel development through various initiatives like process re-engineering, training, sharing best practices etc. in conjunction with peers and line management.- Conduct monthly performance meetings and annual rating discussions. Show less - Back-office analyst KYC for France and Algeria.- Review customer profiles to identify possible patterns of money laundering and terrorist financing activity, ensuring compliance with applicable internal policies and procedures and external regulations.- Conclude whether further investigation is warranted based on a reasonable assessment of information obtained.- Review, collect and transmit supporting details to the Assistant Manager of Operations upon conclusion of review.- Follow appropriate escalation matrix and proactively highlight questionable profiles based on logical reasoning against text-book approach towards procedures.- Keep current with understanding of systems, policies, procedures and US regulations Show less

  • Assistant Operations Manager

    Oct 2018 - Aug 2021

  • Analyst Risk operations

    Jun 2016 - Oct 2018
• 

  FinBi - Finance and Banking Consultants International

  Sept 2021 - May 2024

  Senior Project Coordinator - CGC Consult

  1- Project Planning and Execution: Define project scope, objectives, and deliverables. Develop comprehensive project plans, timelines, and budgets. Coordinate project activities and monitor progress. Mitigate risks and ensure adherence to project management practices.2- Team Leadership and Collaboration: Lead and motivate project team members. Assign tasks, provide guidance, and monitor performance. Foster collaboration and communication among team members.3-Stakeholder Management: Engage with stakeholders to understand requirements. Maintain regular communication and manage expectations. Address stakeholder needs and seek continuous improvement.4- Quality Assurance and Risk Management: Establish quality assurance processes. Conduct project reviews and implement corrective actions. Identify and mitigate project risks.5- Reporting and Documentation: Prepare project status reports and milestones. Maintain accurate project documentation. Ensure compliance with policies and procedures. Show less

• 

  FinBi Microfinance

  Apr 2024 - now

  Project Manager