ABDELHAFEZ

Conduct assurance and consult engagements to evaluate sales, risk management and process controls within different divisions of Telesales department • Evaluate sales officers approaches by rating effectiveness of provided services; quality ratings, identify training needs, develop training programs and conduct trainings • Maintain professional and technical knowledge by attending workshops, reviewing professional publications and establishing personal networks • Ensure fully adherence with Sharia, Regulations, Internal policies and manual procedures as well as reviewing and update SOP's • Formulated, reviewed, and improved processes, identified risks and implemented relevant controls • Streamlined the collation and reporting of data requisites for Central Bank (CB) Audit, ensuring compliance with CB directives and disseminating ad-hoc data to the Fraud Management Unit • Provide on-going reporting to managers of monitored transactions and analysed sales data • Participate on follow up process of raised recommendations and ensure all required actions has been taken • Handled recruitment processes: such as job analysis, CVs search, CV filtration, CVs' phone -screening, short-listing, interviews, for Support Team • Compiled financial data • for business forecasting and budgeting. • Conducted regular reviews and official audits to validate recordkeeping and controls.

Respond to customer inquiries via phone, email, or chat in a timely and accurate manner • Identify and assess customers' • needs to achieve satisfaction Use effective communication and active listening skills to understand and address customer concerns • • Enter and maintain accurate information in the system/database Meet or exceed performance targets regarding call handling, resolution, and customer satisfaction • Collaborate with team members and other departments to resolve complex issues • • Adhere to call center policies and procedures. • Scheduled shifts based on seasonal demands and staff availability. • Handled 100+ customer queries daily, exceeding team average by 15%. Improved internal complaint management procedures, boosting satisfaction ratings in post-call surveys by 20%.

Handling enquiries and complaints when raised by Tele-Sales staff Took responsibility for ensuring that the team meets service levels and other key performance indicator targets • Monitored sales team performance, analysed sales data and reported information to managers • • Exceeded monthly sales revenue targets Provided feedback to Tele-Sales staff and guided them on how they can increase revenue • • Conducted on-going training and coaching to meet quality requirements. Delivered telesales scripts clearly to engage callers with relevant service information. • • Engaged clients with sales opportunities to secure valuable transactions. Created timely follow-up alerts for increased sales conversions and completions. • Maintained client databases with updated customer information and current service plan agreements.

• Contacted businesses or private individuals by phone • Described products and services & responded to questions • Identified and overcame objections • Obtained customer information Obtained possible customer leads maintain customer / potential customer databases

Handled recruitment processes; such as job analysis, CVs search, CV filtration, CVs' phone -screening, short-listing, interviews and headhunting if necessary, following tactics i.e • • Priory approved by supervisor to allocate the right match Processed incoming and outgoing calls of recruitment in a professional and curtsey way • • Screened and classified CVs for easy retrievals and when needed • Executed interviews schedule and recruitment events i.e Approved by supervisor & Liaised with candidates for the completion of their files.