Nawal Wael

Experience

• 

  Convergys Intelligent Contact

  Jul 2017 - Sept 2019

  French Customer Service Sales Representative
• 

  Convergys

  May 2019 - Sept 2019

  Trainer

   Trained all newly-hired call center staff on scripts to use for calls. Designed effective training programs for both new and existing call centeremployees. Translate all Training materials into French language t Use different learning virtual channels to ensure participant engagement. Provided ongoing training regarding customer service skills.

• 

  Uber

  Sept 2019 - Sept 2020

  French Customer Specialist

   Launch the French language support for Ivory Coast. Build Loyalty among new users Help and educate both riders and drivers through Crisis case management (assault, Kidnapping, accidents)

• 

  HSBC

  Sept 2020 - now

   Handling daily corporate cash management inquiries for ACH, RTGS, wire, Swift, ISOpayment, cash collection, bank charges, Reports, bank reconciliations, commercial cardsrequested by Internal and External Stakeholders, Payroll and Tax payments. Consultant for dedicated portfolio of clients. (French and English Corporate profile) Point of escalation for the team, to manage critical queries and to solve complex issues byengaging the appropriate parties. Deliver training programs to participants with different levels of expertise includingManagers, Senior Managers, and Department heads. Work on team quality and developing their knowledge, skills and capabilities by coachingmotivating and training (Quality coach) Helping in integrate ERP system for the clients. Promote Cash Mash management services and Products and handing queries received fromStakeholders (RM, Managers, Sales Managers, onshore Team, Account Managers, GPS Team) Assist the account manager and the relationship manager in developing the target market ofclient that the cash Management drive will focus on. Show less

  • SME client service manager at HSBC, GPS operation , MENA

    Jan 2022 - now

  • Subject Matter Expert at HSBC, GLCM operation, Online banking

    Sept 2020 - Jan 2022