Basic Info

Mohamed mansour

10 years

Dubai, United Arab Emirates

Bachelor's Degree

Manager

Work Experience

Customer Service Manager at Town Team

Experience Details

Customer Service Manager

Customer Service/Support

Manager

Plan, co-ordinate and control the activities of the customer service team to maintain and enhance customer relationships and meet organizational and operational objectives.

• Develop and implement customer service policies and procedures.
• Define and communicate customer service standards to Customer service Agents.
• Track customer complaint resolution.
• Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants.
• Dealing with appropriate Regional or Area sales Manager to authorizing refunds or other compensation to customers.
• Meets customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Meeting with other managers to discuss possible improvements to customer service.
• Provide reports that analyzing the customer service the organization provides and send it to Head of Marketing.
• Provide leadership, supervision, training and development of department staff ensuring an effective and motivated team.


Company Details

Town Team

Tanta, Egypt

More than 1000 employees

Apparel and Fashion

www.townteam.com

Feb 2016 to Oct 2016 (8 months)
HR Operations Manager at Town Team

Experience Details

HR Operations Manager

Human Resources

Manager

Manage human resources operations activities with different departments as well as the management team, such as pre-employment, payroll, labor relations, personnel, governmental affairs.

• Manage & Control:
1. The process of staff attendance applications, its records and its effects on the payroll process (absenteeism, leave, overtime … etc.).
2. The social insurance process & payment as per the requirement of the local regulation.
3. Manage and control all HR related financial payments (payroll, employee’s expenses & benefits, profit-share, settlements, medical insurance, government affairs related payment, outsourced contracts …etc.) on a monthly basis.
4. The HR Operations activities (hiring & termination process, attendance, employment contracts renewals, all kind of leaves, personnel files, government & legal & employee’s correspondence, personnel transportation…etc.).
5. The social insurance, administration, outsourced contracts, redundancy & HR Operations related project budgets.
• Assess the HR Operations related issues & provide solutions, recommendations & actions.
• Develop the HR Operations skills & knowledge.
• Develop, update, implement & control HR Operations & Administration Policies and Procedures.
• Conduct regular meetings with HR Operations team to share company vision, strategy, target achievements & local environment.


Company Details

Town Team

Tanta, Egypt

More than 1000 employees

Apparel and Fashion

www.townteam.com

Oct 2014 to Feb 2016 (1 year 4 months)
Collections Supervisor at Green Lines Group

Experience Details

Collections Supervisor

Banking

Experienced (Non-Manager)

Managing In house collectors and assured that contacting defaulters' customers to provide them turnkey solutions to all type of problems & managing external collectors and assured that ready all the time to trace and locate skip customers all over Egypt personal visits and face to face meetings are very vital elements in collection.

• Supervising Operation System.
1) Receiving new cases from our clients.
2) Segregating all cases geographically.
3) Allocating new cases among our staff in their assigned queues

• Supervising direct contact by the collectors and defaulted customers to arrange the payments and reach the best settlement agreement.

• Assured that all the members of my team keen and fit with client target and achieving their prospective using high standard of collection methodologies and code of conducts, providing best results while maintaining client image.

• Managing Collection process for early buckets, Mid Rang accounts & Delinquency of Hardcore and Write Off accounts.

• Managing settlements agreement with the delinquent customers immediately

• Receive the payments either cash or cheques (confirming bank account and customer details), a copy the receipt to be handover for the customers.


• Assist debtors by helping them to make payment plans according to their repayment capabilities within remedial services beside full settlement services, that to get their delinquent account paid in full.


Company Details

Green Lines Group (multinational)

Tanta, Egypt

101-500 employees

Banking, Business Services - Other

greenlinesco.com

Nov 2012 to Oct 2014 (1 year 11 months)
Collections Specialist at Union National Bank

Experience Details

Collections Specialist

Banking

Experienced (Non-Manager)

Follow up with default customers for early regularization & attend to customer inquiries relating to defaults and maintenance and update files /data of delinquent accounts.

Recommend course of actions including lodging of civil/criminal cases where default continues.
Maintain close links with the police authorities to assist collection and recovery efforts and to obtain important information about the defaulters.

Meeting employers to resolve delinquency issues relating to their employees.

Review collections performance with team leader and develop actions to produce improvement and steps to be taken to achieve the set objectives.

Provide feedback and recommendation to the team leader on portfolio performance.

Recommend rescheduling of accounts to team leader, monitor receipt of advance / leave salaries for loan customers and arrange recovery in advance installment.

Ensure good audit rating in area of responsibility.

Finalizing of repayment arrangements for bad loans and rescheduling as per approvals.
Control over delinquency through timely indemnification and reporting.

Maximization of bad debt recovery and minimization of bad debt charge.
Recommendation to improve the collection process.

Monitoring of repayment arrangements and solving the complications in repayment.


Company Details

Union National Bank (multinational)

Dubai, United Arab Emirates

More than 1000 employees

Banking

www.unb.com

Jun 2010 to Sep 2012 (2 years 3 months)
Collections Officer at Amlak Finance PJSC

Experience Details

Collections Officer

Banking

Entry Level

•Develops organization strategies by identifying and researching human resources issues; contributing information, analysis, and recommendations to organization strategic thinking and direction; establishing human resources objectives in line with organizational objectives.

•Implements human resources strategies by establishing department accountabilities, including talent acquisition, staffing, employment processing, compensation, health and welfare benefits, training and development, records management, safety and health, succession planning, employee relations and retention, AA/EEO compliance, and labor relations.

•Manages human resources operations by recruiting, selecting, orienting, training, coaching, counseling, and disciplining staff; planning, monitoring, appraising, and reviewing staff job contributions; maintaining compensation; determining production, productivity, quality, and customer-service strategies; designing systems; accumulating resources; resolving problems; implementing change.

•Develops human resources operations financial strategies by estimating, forecasting, and anticipating requirements, trends, and variances; aligning monetary resources; developing action plans; measuring and analyzing results; initiating corrective actions; minimizing the impact of variances.

•Accomplishes special project results by identifying and clarifying issues and priorities; communicating and coordinating requirements; expediting fulfillment; evaluating milestone accomplishments; evaluating optional courses of action; changing assumptions and direction.

•Supports management by providing human resources advice, counsel, and decisions; analyzing information and applications.

•Guides management and employee actions by researching, developing, writing, and updating policies, procedures, methods, and guidelines; communicating and enforcing organization values.


Company Details

Amlak Finance PJSC (multinational)

Dubai, United Arab Emirates

101-500 employees

Banking

www.amlakfinance.com

Jan 2007 to May 2010 (3 years 4 months)

Education

BA in International Law and Legal Studies

Education Details

BA

International Law and Legal Studies

Tanta University, Egypt

C / Good / 65 - 75%

N/A

N/A

Tanta University
2001 - 2005
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Sadiq AL Rafay

Egypt

2000

C / Good / 65 - 75%

N/A

Sadiq AL Rafay
2000

Certifications

Certificate details

Introduction to the PMP® Exam

Dec 2015

N/A

http://www.lynda.com/ViewCertificate/304E357AAD4949018351D88512EB9FC6?utm_source=linkedin&utm_medium=sharing&utm_campaign=certificate

304E35

Lynda.com

N/A

Training and Courses

Training/Course Details

 Islamic Finance Orientation Program

Sep 2007

Elmam

Main Islamic Finance Concepts - Relationship between Islamic Finance & Real Estate and which Islamic products are most commonly used in transactions - Examine the special problem of investing in & via real estate stocks & REITs - Compare and contrast different uses and applications for Islamic products in real estate finance such as Murabahah, Musharakah, Ijarah and Istisna - Examine the use of Musharakah and Wakalah versus Ijarah for leveraging purposes

Training/Course Details

 LRQA ISO 9000:2000 QMS Awareness Training

Jul 2008

LRQA

ISO 9001:2000 Process Based Management System Model Design of Quality Management System Identification of key areas of ISO 9001:2000 and their relation with each other.

Training/Course Details

 Business English Training Program (Intermediate & Business Writing),

Nov 2007

Direct English

N/A

Training/Course Details

World Class Customer Service

Mar 2008

dale carnegie

To meet the required standards of customer service

Training/Course Details

Time Management

Jun 2008

Emaar Education Raffles Campus

N/A

Training/Course Details

Banking Law & Practice

Nov 2010

emirates institute for banking and financial studies

N/A

Training/Course Details

Negotiation techniques

Jul 2011

new horizons

N/A

Training/Course Details

Stress management

Jan 2012

new horizons

N/A

This profile is not updated!
Last update more than 1 months ago.

Jobseeker photo

Profile Skills and Keywords

? Business English Training Program (Intermediate & Business Writing),? Islamic Finance Orientation Program? LRQA ISO 9000:2000 QMS Awareness TrainingAmlak Finance PJSCApparel And FashionArabicBankingBanking Law & PracticeBooksBusiness Services - OtherCollections OfficerCollections SpecialistCollections SupervisorCommunication SkillsCommunicatorContractual NegotiationsCreativeCustomer ServiceCustomer Service ManagerCustomer-orientedDebt Collections ManagementDubaiEnglishGreen Lines GroupHR Operations ManagerHuman ResourcesInternational Law And Legal StudiesInternetIntroduction To The PMP ExamMarketingMicrosoft OfficeNegotiation TechniquesNegotiatorProblem SolverStrategic PlanningStress ManagementSupportTime ManagementUnion National BankWorld Class Customer Service

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Advanced

: Advanced

: Advanced

: Advanced

Tools and Technologies

Customer Service

Customer Service

: Expert

: Extreme - I love it!

:

1-3 years

Communication Skills

Communication Skills

: Expert

: Extreme - I love it!

:

More than 7 years

Internet

Internet

: Expert

: Extreme - I love it!

:

More than 7 years

Marketing

Marketing

: Expert

: Extreme - I love it!

:

More than 7 years

Banking

Banking

: Advanced

: Extreme - I love it!

:

5-7 years

Microsoft Office

Microsoft Office

: Intermediate

: Extreme - I love it!

:

More than 7 years

Fields of Expertise

Debt Collections Management

Debt Collections Management

: Expert

: Extreme - I love it!

:

5-7 years

Customer Service

Customer Service

: Advanced

: High

:

3-5 years

Contractual Negotiations

Contractual Negotiations

: Advanced

: High

:

3-5 years

Communication Skills

Communication Skills

: Advanced

: High

:

5-7 years

Strategic Planning

Strategic Planning

: Intermediate

: Extreme - I love it!

:

1-3 years

Key Skills

Communicator, Negotiator, Customer-oriented, Creative, Problem Solver

Online Presence

https://ae.linkedin.com/in/mohamedhabiba1

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