AMR ADEL EL-SAYED

Cell: 01006551911 e-mail: Adel.amro84@gmail.com

Personal Summary

A commercially aware manager who has the ability to drive a Call Center forward and add value to its operations. Amr Adel is very experienced in successfully managing, mentoring, coaching and leading a call center team. He has superb caller engagement skills, and fully understands the value of superior customer care. Possessing excellent communication skills means he is more than able to relay clear and concise performance goals and expectations to staff and management teams.

His approach is always professional, clear and direct, and his greatest strengths are his ability to collate, analyze and interpret statistical information. Right now he is looking for a suitable managerial position with a well known bank or reputable entity that strives to make its employees feel like a part of a family.

Career History

• AlexBank Subsidiary of Intesa SANPAOLO

Role: Contact Center Manager from Jan-2012 till Present

o Serves customers by planning and implementing call center strategies and operations; improving systems and processes; managing staff.

o Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.

o Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees.

o Setting and meeting performance targets for speed, efficiency, sales and quality.o Planning, monitoring, appraising, and reviewing job contributions; planning and

reviewing compensation actions; enforcing policies and procedures.o Meets call center financial objectives by estimating requirements; preparing an

annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.

o Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.

o Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

• Barclays Bank Egypt,

Role: Contact Center Team Leader from Nov-2008 till

Dec-2011

o To manage efficiently the operations of the floor to ensure that SLAs are met through constant monitoring of Call Center Agents real time productivity and take corrective action.

o Help coordinate breaks and training sessions in line with expected call volumes.o To review the staff performance on the daily basis to insure that team objective

are being met.o Conduct coaching sessions to identify improvement areas and implement

corrective action, Procedures (Action Plan).o Provide feedback and training recommendations to training department.

o To give feedback on staff performance and insure that the inputs of the management are used for development and improvement of the call center performance.

o Ensure team members are up to date on all products, processes and services.o Play the role of the mentor of the team and maintain the team spirit.o Suggest and recommend Improvement to current processes and problem areas

and escalate to service Manager for future action.o Be responsible of the floor for any requirement in the absence of the Service

Manager.

Role: Contact Center Agent and Shift Leader from Aug-2007 till

Nov-2008

o Handling inbound calls from existing and potential customers explaining to the bank's products and services.

o Started as an operational Agent then Skill grouped to handle Acquiring, VIP and English Customers.

o Executing banking transactions and cross-selling products or special promotions.o Identifying and escalating customer financial issues to the assigned bank

department to get resolved in timely manner.

o Became Shift Leader, acting as a supervisor, while handling the night, non-official, weekends shift days.

• Piraeus Bank, Egypt

Role: Tele-Sales Agent from Feb-2007 till Aug-2007

o Responsible for increasing the bank's profitability by targeting potential customers.

o Handling customer objections while executing outbound calls selling our products and services.

o Matching the potential customer needs with the available products to gain and exceed their expectations.

ABC Bank,

Role: Contact Center Agent from Feb-2006 till Feb- 2007

o Listen carefully to our customers determining their needs and matching it with solutions. Handling all complaints and problems which facing our customers.

o Participated in varies Sales & Marketing Promotion.

Languages- Arabic: Mother Tongue

- English: V.Good in both spoken and written.

KEY SKILLS AND COMPETENCIES

Management

Managing Customer Services in a multi services environment. Strong administrative and organizational skills. Organizing Help Desk operations. Handling complex customer complaints or enquiries. Organizing staff rotas. Team building—hiring, retaining, developing good people, and nurturing team spirit

Personal

Always acting in a professional manner and with absolute discretion. Effective negotiation and persuasion skills. Results oriented team player. Tolerance for ambiguity and patience. Emotional intelligence. Critical thinking, decision making and problem solving skills.

Academic Qualifications

Cairo University – Faculty of Commerce, Accounting Dep. 2005

REFRENCES – Available on request