Basic Info

Islam Mokhtar

7 years

Cairo, Egypt

Bachelor's Degree

Manager

Work Experience

Assistant Manager Operations at HSBC

Experience Details

Assistant Manager Operations

Banking

Manager

Leading and managing 3 Regions to Process Due diligence / FATCA Validation and 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.

Assessing Team learning curve 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.


Company Details

HSBC

6th of October City, Egypt

More than 1000 employees

Banking

N/A

Oct 2015 to present (1 year 9 months)
Assistant Collection Manager at Credit Agricole

Experience Details

Assistant Collection Manager

Banking

Experienced (Non-Manager)

Negotiate & collect Over dues from customers
Monitor and control Delinquency and Credit Losses for Consumer Bank products
Exercise adequate control over Agency performance in terms of
Recruitment & training of field collectors
Managing field collector productivity
Capacity Planning
Managing agency performance in terms of resolution - both front-end and net resolution
Ensuring agency profitability through improved performance
Training on Code of Conduct
Ensure proper documentation of Collection related activities and updating of CACS
Timely assignment of Collection cases to Agencies
Conduct periodic Collection Agency Audit
Ensure follow-up on all Return Cheques for resolution including Sec 138 of NI Act
Ensure legal recourse and follow up on delinquent accounts where applicable


Company Details

Credit Agricole (multinational)

Cairo, Egypt

N/A

Banking

N/A

Nov 2013 to Sep 2015 (1 year 10 months)
Investment Advisor at Kerford investment Uk

Experience Details

Investment Advisor

Accounting/Finance

Experienced (Non-Manager)

•contacting clients and setting up meetings, either within an office environment or in clients' homes or business premises.
•conducting in-depth reviews of clients' financial circumstances, current provision and future aims.
•analysing information and preparing plans best suited to individual clients' requirements.
•completing risk analyses.
•researching the marketplace and providing clients with information on new and existing products and services.
•designing financial strategies.
•assisting clients to make informed decisions.
•researching information from various sources, including providers of financial products.
•reviewing and responding to clients changing needs and financial circumstances.
•promoting and selling financial products to meet given or negotiated sales targets.
•negotiating with product suppliers for the best possible rates.
•liaising with head office and financial services providers.
•liaising with other professionals, such as estate agents, solicitors and valuers.
•keeping up to date with financial products and legislation.
•producing financial reports.
•contacting clients with news of new financial products or changes to legislation that may affect their savings and investments.
•meeting the regulatory aspects of the role, e.g. requirements for disclosure, costs of the services provided and also the advised products.


Company Details

Kerford investment Uk (multinational)

Cairo, Egypt

More then 1000 employees

Financial Services

N/A

Dec 2012 to Nov 2013 (11 months)
Marketing& Sales Executive at Tabssoft

Experience Details

Marketing& Sales Executive

Marketing/PR/Advertising

Senior Management (e.g. VP, CEO)

Company Scope Digital marketing& advertising.

Services are
Search engine optimization.

Social media optimization.

Content management system.

Websites development, designing and management.

Reach media service.

Job Description

Devising strategies to drive online traffic to the company website.

Tracking conversion rates and making improvements to the website.

Developing and managing digital marketing campaigns.

Overseeing the social media strategy for the company.

Managing online brand, product campaigns and new ideas to raise brand awareness.

Managing the redesign of the company website.

Improving the usability, design, content and conversion of the company website

Responsibility for planning and budgetary control of all digital marketing

Evaluating customer research, market conditions and competitor data.

Review new technologies and keep the company at the forefront of developments in digital marketing.

The role includes planning, advertising, public relations, organising events, product development, distribution, sponsorship and research.


Company Details

Tabssoft

Cairo, Egypt

11-50 employees

Marketing and Advertising

N/A

Sep 2012 to Nov 2012 (2 months)
Freelance Sales trainer at Esnad BDO

Experience Details

Freelance Sales trainer

Sales/Retail

Experienced (Non-Manager)

Company Scope is telecommunication.

I am trainer for Sales and soft skills.

My Courses:

Soft Skills.

Hierarchy of Effects.

Consultative Selling.

Six steps to close a deal.

Closing techniques.

Closing types.

Law of attraction.

Rebuttals.

Quality ethics.

Pro leadership skills.

Business ethics, terminologies, definitions.

Job Description

Intiates materials and presentations.

Conduct courses presentation.

Consult operations for how to overachieve.

Conduct all types of coaching and monitoring after training and enhancing performance.

Ensure trainees performance.

Set forecasting indicators and reports

Campaigns are

Soft line.

Vodafone Mobile Number Portability and poaching.

Optimal technology solutions Egypt.


Company Details

Esnad BDO (multinational)

Cairo, Egypt

51-100 employees

Outsourcing/Offshoring

www.esnad-bpo.com

May 2010 to Sep 2012 (2 years 4 months)
Senior Quality Coordinator at Teleperformance Egypt

Experience Details

Senior Quality Coordinator

Quality

Experienced (Non-Manager)

Company scope is customer experience management.

Company name is Expedia inc, the biggest travel Agency worldwide.
I was Authorized for offshore sales and service projects for Expedia.ca.

Job Description

Helps a call center representative use the most effective and efficient means for handling phone calls without sacrificing customer service, while achieving the stated goals and raising customer satisfaction.

Set Key Performance Indicators, set customer and client satisfaction Reports.

Setting business plans to reach targets.

Auditing, coaching, monitoring on teams performance.

Initiate calibration calls with board of directors.

Initiate performance analysis Reports.

Conduct quality training sessions& retraining Sessions.

Conduct team meetings.

Help a call center representative use the most effective and efficient means for handling phone calls without sacrificing customer service, while achieving the stated goals and raising customer satisfaction.


Company Details

Teleperformance Egypt (multinational)

Cairo, Egypt

More then 1000 employees

Hospitality/Hotels, Airlines/Aviation, Travel and Tourism

http://www.teleperformance.com/en/a-people-company/global-footprint/local/country/egy/about-us.aspx

Apr 2010 to Dec 2011 (1 year 8 months)
Quality Assurance and Training Specialist at Wasla Contact Centre

Experience Details

Quality Assurance and Training Specialist

Quality, Sales/Retail

Experienced (Non-Manager)

Company scope is Call Center services and Business Process Outsourcing services.

Company name is wasla outsourcing.

I was Supporting offshore Sales Team of The online real yellow pages and Nobel Talk Serving American Customers.

Job Description

Participates in design of call monitoring formats and quality standards.

Performs call monitoring and provides trend data to the sites management teams.

Uses quality monitoring data management system to compile and track performance at team and individual level.

Monitors email customer contacts.

Participates in customer and client listening programs to identify customer needs and expectations.

Provides actionable data to various internal support groups as needed.

Coordinates and facilitates call calibration sessions to call center staff.

Provides feedback to call center team leaders and managers.

Prepares and analyzes internal and external quality reports for management staff review.

Conduct training sessions for sales, marketing, call centre orientation.

Trainer for sales campaigns offshore and local.

Contact clients abroad.


Company Details

Wasla Contact Centre

Cairo, Egypt

More then 1000 employees

Business Services - Other

http://www.wasla.com/User1/default.htm

May 2009 to Jan 2010 (8 months)
Quality control executive at Wasla Contact Centre

Experience Details

Quality control executive

Quality

Experienced (Non-Manager)

Company scope is Call Center services and Business Process Outsourcing services.

Company name is Wasla outsourcing.

I was Supporting offshore Sales Team of the online real yellow pages.

Job Description

Monitor sales call to ensure sales agent provides excellent customer experience whenever they speak to customer.

Responsible in making sure sales agent gives accurate information to customer in a courteous and professional manner.

To ensure sales quality at all time.

To make sure sales agent complies with Quality assurance requirements & scripts.

Accountable to bring down churn rate.

Conduct coaching (Side by side& one to one.)

Enhancing performance.

Handling different tracking performance reports and analysis.


Company Details

Wasla Contact Centre

Cairo, Egypt

More then 1000 employees

Business Services - Other

http://www.wasla.com/User1/default.htm

Feb 2009 to Apr 2009 (2 months)
Mortgage Team Leader at Wasla Contact Centre

Experience Details

Mortgage Team Leader

Sales/Retail

Experienced (Non-Manager)

Company scope is Call Center services and Business Process Outsourcing services.

Company name is Wasla outsourcing.

I was Supporting offshore Sales Team of project called your smart finance.

Job role

Directly supervises a team of Call Center Agents, demonstrating exceptional interpersonal and communication skills; and promoting the effective use of The Sales Process, to increase individual agent, and company production. This is accomplished through side-by-side coaching every day, to evaluate calls and provide skill development.

Job Description

Communicating performance expectations.

Providing Daily one to one feedback and suggestions for performance.

Improvements by using call monitoring.

Goal setting and coaching .

Holding call center agents accountable for individual team performance by recognizing strong performance and when performance is not meeting expectations.

Monitor real time production data and make necessary hourly adjustments to meet program.


Company Details

Wasla Contact Centre

Cairo, Egypt

N/A

Business Services - Other

http://www.wasla.com/User1/default.htm

Jan 2009 to Feb 2009 (1 month)
Senior sales Representative at Wasla Contact Centre

Experience Details

Senior sales Representative

Sales/Retail

Entry Level

Company scope is Call Center services and Business Process Outsourcing services.

Company name is Wasla outsourcing.

I was Supporting offshore Sales Team of project called central circulation the advertising company of Roger's Media Canada.

Job Description:

Enhances sales staff accomplishments and competence by planning delivery of solutions; answering technical and procedural questions for less experienced team members.

Conduct teaching improved processes.

Monitoring team members.

Motivate the team.

Backup team leader.

Close deals.

Help in training classes.


Company Details

Wasla Contact Centre

Cairo, Egypt

More then 1000 employees

Outsourcing/Offshoring , Business Services - Other

http://www.wasla.com

Apr 2008 to Jun 2008 (2 months)
Medical Sales Representative at Wasla Contact Centre

Experience Details

Medical Sales Representative

Sales/Retail

Entry Level

Company scope is Call Center services and Business Process Outsourcing services.

Company name is Wasla outsourcing.

I was Supporting offshore Sales Team of project called apple green family health xtras.

Services are

Different types of surgeries.

Network of ancillary medical facilities.

Paediatrics.

Podiatry.

Vision.

Dental.

Bentley hearing instruments.

Chiropractic services .

Job Description

Maintain and develop Qualified Leads for businesses directories.

Perform direct marketing and sales activities to generate sales based on the agreed sales and marketing plan.

Using different sales prospects during the calls.

Getting qualified referrals for potential customers.

Handling objections.


Company Details

Wasla Contact Centre

Cairo, Egypt

More then 1000 employees

Outsourcing/Offshoring , Business Services - Other

http://www.wasla.com/User1/default.htm

Jan 2008 to Mar 2008 (2 months)
Telecommunication sales Representative at Wasla Contact Centre

Experience Details

Telecommunication sales Representative

Sales/Retail

Entry Level

Company scope is Call Center services and Business Process Outsourcing services.

Company name is Wasla outsourcing.

I was Supporting offshore Sales Team of project called Startec Global Communications.

Services

International, long distance and domestic calls, for both prepaid and postpaid packages.

Job Description

Obtains business and serves current accounts by monitoring competitors.

Prospecting for and contacting potential customers.

Sales Closing.

Building and expanding accounts.

Maintaining sales databases.

Collecting referrals from existing customers.


Company Details

Wasla Contact Centre

Cairo, Egypt

More then 1000 employees

Business Services - Other

http://www.wasla.com/User1/default.htm

Mar 2007 to Nov 2007 (8 months)
Customer Service Representative at Raia Contact Centre

Experience Details

Customer Service Representative

Customer Service/Support

Entry Level

Company scope is Call Center services and Business Process Outsourcing services.

Company name is Raya contact center.

I was Supporting offshore service Team of Spinvox.

Job Description:

Change the voice messages to text messages with full accuracy and full punctuation on spot.


Company Details

Raia Contact Centre

Cairo, Egypt

More then 1000 employees

Business Services - Other

http://www.rayacorp.com/MiddlePage.aspx?PID=32

Jan 2007 to Feb 2007 (1 month)
Advertising sales Representative at Ameco Tech

Experience Details

Advertising sales Representative

Sales/Retail

Entry Level

Company Scope is advertising.

Project name is Super Pages, the online yellow pages, the advertising company of "Idearc Media."

Job Description

Establishes, develops and maintains business relationships with current customers and prospective

Customers in the assigned territory/market segment to generate new business for the organizations

products/services.

Makes telephone calls and presentations to existing and prospective customers.

Researches sources for developing prospective customers and for information to determine their potential.

Identifies advantages and compares organization's products/services.


Company Details

Ameco Tech

Cairo, Egypt

101-500 employees

Airlines/Aviation, Business Services - Other

N/A

Oct 2006 to Dec 2006 (2 months)

Achievements

See Achievements

releasing business from the scratch book

Education

Bachelor's Degree in business administration

Education Details

Bachelor's Degree

business administration , Marketing

faculty of commerce english section Ain shams university, Egypt

A / Excellent / 85 -100%

Integrated marketing communication, International business, Marketing Basics, statistics, operation management, Banking, corporate Accounting, Cost Accounting, Economics, supply management, Auditing.

business portfolio, Computer, Commercial Law, Human Resources, Economics Evolution, psychology,

faculty of commerce english section Ain shams university
2005 - 2010
High School - American diploma

High School Details

American diploma

rajac american school

Egypt

2005

A / Excellent / 85 -100%

N/A

rajac american school
2005

Training and Courses

Consumer Lending, Risk, and Collection at American chambre
May 2011

Training/Course Details

Consumer Lending, Risk, and Collection

May 2011

American chambre

Banking Rules and procedures telecommunication phone ethics

This profile is fresh!
Last update 18 days ago.

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Profile Skills and Keywords

AccountingAdaptiveAdvertising Sales RepresentativeAirlinesArabicAssistant Collection ManagerAssistant Manager OperationsAviationBankingBusiness AdministrationBusiness DevelopmentBusiness Services - OtherConsumer Lending, Risk, And CollectionCredit AgricoleCustomer ServiceCustomer Service RepresentativeCustomer-orientedDetails-orientedEnglishEsnad BDOFinanceFinancial ServicesFlexibleFreelance Sales TrainerFrenchHard WorkerHospitalityHotelsInsuranceInternetInvestment AdvisorKerford Investment UkMarketingMarketing And AdvertisingMarketing& Sales ExecutiveMedical Sales RepresentativeMicrosoft ExcelMicrosoft WordMortgage Team LeaderOffshoringOutsourcingQualityQuality AssuranceQuality Assurance And Training SpecialistQuality ControlQuality Control ExecutiveRetailSalesSales TrainningSenior Quality CoordinatorSenior Sales RepresentativeSupportTeam PlayerTelecommunication Sales RepresentativeTeleperformance EgyptTravel And Tourism

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

French

French

: Beginner

: Beginner

: Beginner

: Beginner

Tools and Technologies

Microsoft Word

Microsoft Word

: Expert

: Extreme - I love it!

:

3-5 years

Internet

Internet

: Expert

: Extreme - I love it!

:

More than 7 years

Microsoft Excel

Microsoft Excel

: Intermediate

: Extreme - I love it!

:

1-3 years

Fields of Expertise

sales

sales

: Expert

: Medium

:

1-3 years

Sales trainning

Sales trainning

: Expert

: Extreme - I love it!

:

1-3 years

quality

quality

: Expert

: Extreme - I love it!

:

3-5 years

business administration

business administration

: Advanced

: Extreme - I love it!

:

3-5 years

accounting

accounting

: Intermediate

: Extreme - I love it!

:

Less than 1 year

marketing

marketing

: Intermediate

: Extreme - I love it!

:

Less than 1 year

Key Skills

Hard worker, Customer-oriented, Flexible / Adaptive, Details-oriented, Team Player

Online Presence

https://www.linkedin.com/in/islam0mukhtar00554854?trk=nav_responsive_tab_profile_pic

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