Sherif Gad

Experience

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  Teleperformance Egypt

  Apr 2010 - Sept 2014

  • To lead the customer service team in order to maximize client satisfaction. • To motivate and coach agents in order to meet and exceed the client KPIs and SLAs. • To develop goals and monitor the agents’ performance. • Handle Account`s KPI`s to maximize Account Profitability and sustain Target achievement.• Manage by walking around. Be visible to answer questions.• Take calls that your agents can't handle and be available when an agent appears to need assistance.• Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.• Motivate and encourage agents through positive communication and feedback• Create a forecast describing the things each agent will be focused upon.• Create a detailed plan of the way in which you plan to impact your team's day-by-day performance. Show less • Support the definition of business processes• Resolve business issues relating to business rule execution• Be accountable for the quality of the business rule• applied best practice methods to relate between both projects • Train and evaluate Agents • Constant assistance in product knowledge, policies and procedures.• applying the main structure and training the trainers to ensure productivity with no support • usage of 3 different GDS systems ( Sabre, Worldspan and Amadeus) Show less Registered Sabre user Sabre® , Amadeus and Wordspan Global Distribution System (GDS)- Handling customers escalations - Assigned cases to investigate & resolve with the Airlines & ticketing departments and any other party- Customer retaining & appropriate compensations - Handling payouts and how to avoid and minimize it- Help Desk for Tier 1 representatives ( Escalations and consultations)- Applying floor policies & Coaching any violation or inappropriate execution of work flow process- Providing reports (Excel ...etc.)- Handling ticketing kickbacks & reservations complications- Maintaining customer satisfaction & professionalism Show less • Sabre user Sabre® Global Distribution System (GDS) .- Deliver world class customer service and build customer satisfaction and loyalty.- Understand customer needs and ability to absorb their given level of anger and/or frustrations in a professional yet empathetic and to take control over the call.- To instantly think and conclude what would be ideally said and done by you on a given situation and to receive feedback from quality team on all your personal and professional attributes strength and weakness.- Identify and come up with alternate solutions and options for customer is a main task for each & every customer.- Applying the “I do what I say I say what I do” concept.- Contacting vendors and handling their request and communicate our needs documenting and confirming updated agreements.- Identifying responsibilities between the travel agency and the vendors and airlines. - Provide effective and timely resolution of a range of customer inquiries by providing time range estimation which is tied to doing things right the very first time beside the familiarity of process. - Strike a positive and cooperative tone with both customers and coworkers.- Utilized multiple call center support applications to efficiently assist customers and agents- Working under pressure and to respect that business needs comes first. Show less

  • Operations Supervisor

    Feb 2013 - Sept 2014

  • Red hat Support to Launch Expedia Germany in Portugal

    Mar 2013 - May 2013

  • Help/escalati Desk Specialist

    May 2011 - Feb 2013

  • Travel Agent

    Apr 2010 - Feb 2012
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  Global trade matters

  Sept 2014 - Feb 2015

  Business Development

  Responsible the creation of long-term value for an organization from customers, markets, and relationships. Responsible for events and conferences management and sponsorship.

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  HSBC

  Apr 2015 - Jan 2018

  Assistant Manager Operations

  Leading and managing team in GCC scope to Process Customer Due diligence :1- FATCA Validation2 - Client selection and exit management on Customer profiles of New to bank and existing clients while Optimizing Team`s efficiency and capability to meet the SLA and PLA that is agreed upon by Management and business partners with the required quality standards.3- CDD/KYC (Egypt/UAR/Bahrain) Regions.Assessing Team learning curve (makers and checkers) to be able to Achieve RPH and Quality Target on Monthly bases.Ensuring the team is fully aware of the Anti-money laundry (AML), Sanctions, Anti-bribery and corruption, all information security risk (ISR) policies and procedures by reading The mentioned subjects using HSBC online learning center.Identifying risks and placing controls to track Process Progression in all required attributes.Ensure Team`s Productivity is meeting the team`s KPIs that is set for each process.Communicating on weekly and monthly basis with global sites and business partners to ensure consistency. Weekly and Monthly MI Reports to project Team`s Figures and progression o business and upper management as well as reports to be presented for Audit purposes. Show less

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  Arab African International Bank

  Apr 2018 - Aug 2019

  Compliance Officer
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  Attijariwafa bank Egypt

  Sept 2019 - Jan 2022

  • AML compliance supervisor

    Mar 2021 - Jan 2022

  • Senior AML compliance officer

    Sept 2019 - Mar 2021
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  Arab Bank

  Feb 2022 - Sept 2022

  Senior Compliance Officer
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  EFG Hermes

  Oct 2022 - now

  Quality Assurance Assistant Manager - Compliance