Mohamed Reda Mahrous
Seeking to work as a banker where my knowledge and experience can be developed to have an impressive contribution in my field
Employed
Available
• Date of Birth :11/04/1994
• Address : 17 Alroda street- banha -Qalyubia
• Nationality : Egyptian-Italian
• Marital Status : single
• Military Status : Exempted
• Address : 17 Alroda street- banha -Qalyubia
• Nationality : Egyptian-Italian
• Marital Status : single
• Military Status : Exempted
Relationship executive
QNB Group
Since November 2016
- responsible for handling customer's inquiries, selling banking products and provide an effective customer service experience
Customer Service Representative
Teleperformance- Expedia OPM
September 2015
to January 2016
Downtown
Egypt
Detailed Description
- Responsible for booking hotels & Flights& Car Rentals and Activities for Canadian customers in the desired destinations, solving hotel reservation problems, cancelling flights & Car Rentals, Handling Issues related to account, Points redemption requests.
Performance Manager
Vodafone UK
February 2015
to July 2015
Maadi
Egypt
Detailed Description
- Responsible for 25 agents, keeping up with their multiple targets, ( AHT , NPS, NBA, Acquisition, Quality, Transfers ), Responsible for any leave requests, ( Exam leaves, Sick, Annual, Unpaid Leave ), Listening to live calls to be aware of their performance on daily basis and provide immediate feedback via email or on one to one meetings, Quality Quota per month, average 3 calls per each member, attending meetings with the Operation manager to check how to improve the house overall, Taking on Call escalations on daily basis to ensure proper customer service provided, Responsible for any Credit added to customer’s accounts and confirm its validity, handling any shift changes or swaps. Creating analysis to check the weekly performance for the team and find out strength and weaknesses and areas of improvement. Daily briefing to deliver packs and monthly team meeting to reward top performers.
Quality Coach
Vodafone UK
October 2014
to December 2014
Smart Village
Egypt
Detailed Description
- Responsible for dealing with the members having low NPS target than normal, listening to live calls with them, taking live calls from them, send regular emails with the areas of improvement, immediate feedback within the day, Report to the direct manager with the outcome on daily basis.
Floorwalker
Vodafone UK
July 2014
to October 2014
6 October City
Egypt
Detailed Description
- Responsible for the new hires after their training in the transition period to get them to operations, deliver regular Packs in regards to any new updates, assisting them during their live calls, taking on going escalations from them.
International Account Advisor
Vodafone UK
September 2013
to July 2014
Smart Village
Egypt
Detailed Description
- Responsible for Solving Billing Issues and Fixing account problems, fraud activities, Insurance policies, Adding additional services or remove.
