Basic Info

Burhan Tahsin

7 years

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

Total Quality Management & Customer Care Assistant Manager at Union National Bank

Experience Details

Total Quality Management & Customer Care Assistant Manager

Customer Service/Support

Experienced (Non-Manager)

Duties & Responsibilities:
This Job includes 2 roles (Complaint Resolution & Quality Assurance)

A-Complaints Resolution

Assume full ownership for The Customer Care Unit.
Ensure that Staff understands & implements The Customer Care Policy, is fully abreast of Banks' policies, product features & tariffs etc.
Oversee all aspects of effective internal & external communication within & outside Bank, about Customer Care Unit & encourage customers to complain.
Ensure quick resolution of complaints through proactive management.
Benchmark with best practices in Customer Care & continually improve The Customer Complaints Process.
Conduct effective root cause analysis of customer complaints data, for meaningful analysis & reporting on regular basis which can be used by various Departments, to review & improve the processes, products & services.
Provide leadership & direction to Customer Care Unit staff.
Prioritize issues based on impact level & escalate issues to appropriate levels.
Listen & empathize with aggrieved Customers, resolve their Complaints in a timely & satisfactory manner.

B- Quality Assurance

Conducting customer satisfaction / expectation and mystery shoppers surveys reporting the findings and critical points to related departments
Making regular checks (i.e. branch and ATM visits), in order to monitor service quality standards are being maintained properly (cleanliness, tidiness, staff appearance, ATM booths etc.)
Ensure all branches are abiding with UNB-E code of conducts and processes.
Provides monthly MIS analysis including mystery shopping results & recommendation for issues found.
Ensuring that Service Level Agreements (SLA) are applied properly across the whole bank to ensure the timely and effectively delivery of various service
Analyzing the training needs and requirements of staff regarding the service quality level standards and reporting to the related departments and training department
Participate & follow up the effective Bank wide execution of all necessary steps to ensure acquisition of various globally recognized Quality Certification / Excellence Awards ( from inception to execution / & the timely implementation of improvement plans arising from the feedback received.
Play an effective role with regard to TQM Initiatives / Quality Audits / Quality Awards etc. & obtain bank wide support to ensure the effective & time bound achievement of all initiatives identified in The TQM Strategy.

Accomplishments:
Drafting & Approving the Customer Care Unit Manual for UNB-E.
Drafting & Approving the Customer Care Unit SLA (Service Level Agreement).
Created a New Contact US Channel with customers through the website (CustomerCare@unb-egypt.com)


Company Details

Union National Bank

Cairo, Egypt, Egypt

501-1000 employees

Banking

www.unb-Egypt.com

Nov 2012 to present (4 years 1 month)
International Account Advisor at Vodafone UK

Experience Details

International Account Advisor

Customer Service/Support

Experienced (Non-Manager)

Answer calls professionally
Respond to customer inquiries
Research required information using available resources
Handle and resolve customer complaints
Provide customers with product and service information
Enter customer information
Process orders, forms and applications
Identify and escalate priority issues
Route calls to appropriate resource
Follow up customer calls where necessary
Complete call logs
Produce call reports


Company Details

Vodafone UK (multinational)

Egypt

More then 1000 employees

Telecommunications

www.vodafone.com

May 2012 to Oct 2012 (5 months)
Complaint Resolution Senior Officer at Barclays Bank

Experience Details

Complaint Resolution Senior Officer

Banking, Customer Service/Support

Experienced (Non-Manager)

-Handling all type of complaints for retail, premiere & corporate customers
- Maintaining a high level of accuracy in resolution
-Ensuring customers’ satisfaction
-Enhancing any department’s process that can decrease complaints numbers
-Supporting new joiners and ensuring proper training for them
-Creating new projects aiming complaint's quick kill
-Enhancing complaint's SLA and process


Company Details

Barclays Bank (multinational)

Cairo, Egypt

More then 1000 employees

Banking

www.barclays.com

Apr 2009 to May 2012 (3 years 1 month)
Corporate Customer Service Officer at Barclays Bank

Experience Details

Corporate Customer Service Officer

Banking

Experienced (Non-Manager)

-Handling corporate customers (Requests & Complaints)
-Closing new deals with new customers
-Sending daily MIs and reports
-Ensuring providing the best service to corporate customers


Company Details

Barclays Bank (multinational)

Cairo, Egypt

N/A

Banking

www.barclays.com

Jun 2008 to Aug 2009 (1 year 2 months)
Sales Analysis and Public Relation Officer at Multi Apex Farma

Experience Details

Sales Analysis and Public Relation Officer

Customer Service/Support

Entry Level

N/A


Company Details

Multi Apex Farma

Egypt

101-500 employees

Pharmaceuticals

N/A

Feb 2007 to Jun 2008 (1 year 4 months)
Assistant Sales Manager at Marin De Cleoptre

Experience Details

Assistant Sales Manager

Sales/Retail

Student

Assisting the Sales Manager in his daily tasks
Communicating with all customers all over the world for setting new deals
Deliver world class customer service practices
Providing product information, actively seeking to acquire, retain, and satisfy profitable relationships
Own and manage personal portfolio & sales targets to contribute towards the outlet sales objectives


Company Details

Marin De Cleoptre

Egypt

1-10 employees

Marketing and Advertising

N/A

Jul 2006 to Jan 2007 (6 months)

Achievements


Creating the Customer Care Unit including :
Drafting & Approving the Customer Care Unit Manual for UNB-E.
Drafting & Approving the Customer Care Unit SLA (Service Level Agreement).
Created a New Contact US Channel with customers through the website (CustomerCare@unb-egypt.com)


I have reduced the complaint's TAT
I have made a manual for all new comers that help them understand products and SLA


Implemented the IMS reports for Sales Analysis using an advanced software...


In Sport- I was a formal Karate champion in Ahly Club and Cairo Club

Education

College Diploma in Accounting

Education Details

College Diploma

Accounting

faculty of commerce, Egypt

C / Good / 65 - 75%

N/A

Commerce, Marketing & Sales

faculty of commerce
2000 - 2007
Bachelor's Degree in Accounting

Education Details

Bachelor's Degree

Accounting

Cairo University, Egypt

C / Good / 65 - 75%

N/A

N/A

Cairo University
2000 - 2006
College Diploma in Mathematics

Education Details

College Diploma

Mathematics

College De La Salle, Egypt

A / Excellent / 85 -100%

N/A

Learned to speak french and studied all subjects in French...

College De La Salle
1990 - 1999
High School - Thanaweya Amma

High School Details

Thanaweya Amma

College De La Salle

Egypt

1999

B / Very Good / 75 - 85%

N/A

College De La Salle
1999

Certifications

Certificate details

Total Quality Management Certificate

May 2016

N/A

N/A

N/A

Egyptian Banking Institution

N/A

Training and Courses

Training/Course Details

Inbound Skills for Call Center

Jan 2012

“Contact Plus”

Training/Course Details

Effective Complaint Handling

Jan 2012

“Contact Plus”

N/A

This profile is fresh!
Last update 1 days ago.

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Profile Skills and Keywords

AccountingAppreciationArabicAssistant Sales ManagerBankingBarclays BankBusiness DevelopmentComplaint Resolution Senior OfficerComplaint SolverCorporate Customer Service OfficerCustomer ServiceCustomer-orientedEffective Complaint HandlingEncouragmentEnglishFrenchHard WorkerHonestyInbound Skills For Call CenterIntegretyInternational Account AdvisorInternet ResearchLeaderMarketing And AdvertisingMathematicsMicrosoft ExcelMicrosoft PowerPointMicrosoft WordPharmaceuticalsProblem SolverRetailSalesSales Analysis And Public Relation OfficerSocialSupportTelecommunicationTelecommunicationsTotal Quality Management & Customer Care Assistant ManagerTotal Quality Management CertificateVodafone UK

Self-assesed Skills

Languages

English

English

: Advanced

: Advanced

: Advanced

: Advanced

French

French

: Advanced

: Advanced

: Advanced

: Intermediate

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Microsoft Word

Microsoft Word

: Expert

: Extreme - I love it!

:

More than 7 years

Internet Research

Internet Research

: Expert

: Extreme - I love it!

:

More than 7 years

Microsoft PowerPoint

Microsoft PowerPoint

: Advanced

: Extreme - I love it!

:

3-5 years

Microsoft Excel

Microsoft Excel

: Intermediate

: High

:

3-5 years

Fields of Expertise

complaint Solver

complaint Solver

: Expert

: Extreme - I love it!

:

1-3 years

Customer Service

Customer Service

: Expert

: Extreme - I love it!

:

5-7 years

Banking

Banking

: Advanced

: Extreme - I love it!

:

3-5 years

Telecommunication

Telecommunication

: Advanced

: High

:

Less than 1 year

Key Skills

Leader, Hard worker, Customer-oriented, Problem Solver, Social

Online Presence

    https://eg.linkedin.com/pub/burhan-tahsin/30/541/bahttp://www.facebook.com/Burhan.Tashin

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