Ibrahim Lotfy

Hsbc

• Quality Assurance ManagerFull Time

  Nov 2023 - Present -1 yr, 7 months

  Egypt , Cairo

  • Job Details:1. Oversight coaching managers: • Auditing the coaching managers work in terms of calls and coaching • Provided assistance as the knowledge center-point for the queue to the coached and spotting their main gaps. 2. Delivering trainings, sessions, and updates: • Delivered sessions throughout the month to the underperforming Financial Support Managers focusing on their knowledge and understanding of the processes. • Ran multiple sessions and weekly calibrations with the team managers to discuss the common issues and most frequent knowledge and performance deteriorations. • Communicated new updates to the whole department in terms of the process. • Ran random quality checks on multiple aspects of the customer's day-to-day journey and products and provided insights for the queue and the leadership team across
• Client Service ManagerFull Time

  Jul 2023 - Nov 2023 -4 months

  Egypt

  • Job Details:1. Handled all tier 1/2 clients in Egypt/Bahrain: • Handled the GB/CMB queries efficiently throughout the helpdesk. • Efficiently solved the escalations/complicated queries from those companies and their relevant stakeholders. • Provided support for the new hire in the same department.
• Senior Subject Matter ExpertFull Time

  Apr 2022 - Jul 2023 -1 yr, 3 months

  Egypt

  • Job Details:1. Handled calls, emails and chats: • Efficiently handled all the basic workload as part of my training and exceeded the operational target within the first month. • Recognized by stakeholders across the MENA region (QA, EG, OM, KW, DZ, AE and BH) for the outstanding performance throughout the period. Details Cairo Egypt +201021221261 ibrahim.lotfy404@gmail.com Links linkedin Skills Leadership Microsoft Office Communication Skills Data Analysis Governance Management Auditing Project Management Communications Operations Operations Management Languages French English Arabic• Handled complaints for major corporates in a timely professional matter. 2. Managed the MENA helpdesk: • Managed the team, as their senior, and reported to the operations manager in terms of adherence, performance and quality for all communication channels (voice, email and chats). • Coached agents in regards to their performance, knowledge, and monthly targets. • Handled multiple stakeholders including country heads from each sector in the MENA region in terms of reporting, escalations, and process improvements. • Managed the hiring and filtration process alongside the operations manager. • Provided steady and frequent quality analysis governing the agents' performance. • Created a new simplified way for the team to handle their daily workload in terms of emails with an impact of +2 hour in their daily productivity and ended the backlog issue that was in the helpdesk for over 2 years. • Communicated with the relationship managers, sales managers and other aspects to ensure that the daily issues are reported and concerns/delays are handled in priority. 3. Launched new global banking updates: • Introduced, trained and landed the new ISO payment system update whilst maintaining the use of the global SWIFT payment system. • Launched the Term Deposit facility in Qatar and trained the agents accordingly. • Lead the Cheque Outsourcing Process for Bahrain. • Trained the agents on the new ACH (Automatic Clearing House) payments processes in Egypt and Kuwait respectively. • Helped launch the new online banking mandate across Egypt.