Omar Elshafie
CSE Contact Center at Hsbc, Gsc Egypt
Helwan, Cairo, EgyptWork Experience
CSE Contact CenterFull Time
Jul 2022 - Present -3 yrs
- Job Details:- Handling a new project Web Chat (CS) for UAE and Regional Universe - Delivers what is promised in line with customer expectations - Offers value added products and services based on customer needs analysis and ensures customer understanding of those products - Provides excellent customer service to basic outbound customer chat by keeping up to date on training and internal communications - Generating customer loyalty through strong knowledge of key products and services - Owns and resolves issues and understands how and when to escalate Leadership & Teamwork - Acts as a role model for our Group Values and Behaviors (Open, Connected, Dependable), supporting colleagues and customers to deliver superior customer service through these values - Values diversity amongst team Operational Effectiveness & Control - Maintains HSBC internal control standards - Awareness of all elements of Operational Risk associated with the role in compliance to SOX for contact centers
Business Developer SpecialistFull Time
May 2021 - Jun 2022 -1 yr, 1 month
- Job Details:Identify and research potential clients Develop and maintain client relationships Coordinate with sales teams to develop mutually beneficial proposals Negotiate contract terms with clients
VIP Agencies CSRFull Time
Jan 2020 - May 2021 -1 yr, 4 months
- Job Details:Handling and solving Agencies, customers issues inside the App
Monitoring And Evaluation OfficerFull Time
Feb 2019 - Jan 2020 -11 months
- Job Details:Monitoring Live streams inside App called " Line Live " & Handling Tickets
Education
Bachelor's Degree in Computer Science
Arab Open university (AOU)Jan 2019
Achievements
Training Experience Former Training Instructor Sep 2018 - Jan 2019 At World Business Fitness Company Training and upgrading the efficiency of staff, nursing and doctors in the new possible comprehensive health insurance project in the Egyptian Governments in Port Said in partnership with Vodafone, the Ministry of Health and Military Production, the Prime Minister and the Ministry of Communications Former Network and communication Engineer (Trainer) PETROPEL (Belyaim Petroleum Company) Internships Mar 2016 - Apr 2018 Software Developer May 2018 - Apr 2019 AOU 2nd International Student Research Conference (AOUISRC) Certificates In Information and Communication Technology Trainee at Belayim Petroleum Company Extracurricular activities Jul 2017 Developer At Student National Symposium IR 4.0 Volunteer Organizing Volunteer, Egypt Career Summit, 2019 Delegate At Project of our Weapon for Tomorrow (Training poor village kids how to use PC)
Skills
Languages
English
FluentArabic
FluentFrench
Intermediate