Mahmoud Nasr
Head of Contact Center at SKY Holding- Claim this Profile
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Arabic Native or bilingual proficiency
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English Professional working proficiency
Topline Score
Bio
Credentials
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Certified Manager CM program
Highly Professional AdvisorsNov, 2020- Sep, 2024 -
Leadership Skills
Campus Education InstituteNov, 2019- Sep, 2024 -
Customer service
Wasla out sourcing -
Management, operation, error handling and data extraction APP ( Cisco )
Interact Technology Solutions -
Management, operation, error handling and data extraction APP (Avaya)
Smart Telecom Solutions -
Sales skills
KIA EG, FORD EG, HYNDAI EG -
Strategic Management
SKY Business Services
Experience
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SKY Holding
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Egypt
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Investment Management
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1 - 100 Employee
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Head of Contact Center
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Jun 2022 - Present
• Reporting to the Customer Services Director/Chief Operating Officer, Managing Director dependent on the size of organization, the role includes line responsibility for all third, second-, or first-line contact center teams (in-house and outsource) providing ongoing customer service, and specific service teams as well as the planning and forecasting team. Writing sales scripts and customer answer sheets.• Manage the day-to-day performance of the Contact Centre Operations to deliver a best-in-class service, meeting or exceeding all KPIs and within budget.• Set the strategy for the development of the contact centers, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service.• Lead, inspire and co-ordinate the contact center management team at all levels to create motivated and engaged colleagues. Maintaining customer relationships.• Be responsible for the end-to-end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints.• Responsible for the recruitment, training, induction and coaching strategy across the contact centers.• Work closely with HR, L&D and Training delivery teams. Taking responsibility for the ongoing development all levels of contact center colleagues.• Reviewing and defining clearly all contact center roles, any required shift and candidate profiles required across the contact center operation.• Lead an effective resource planning team, ensuring that resource is fully utilized and any contact demand is effectively covered. Setting weekly and monthly sales targets.• Develop plans and offer insight and knowledge to the organization on the use of new tools and technologies; Telephony, CRM and WFM to create a cost-effective operation consistently achieving contact handling Blackmailing and presenting sales reports.
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Call Center Manager
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Aug 2021 - Jul 2022
Account ( B Auto - Sky Finance - Sky Insurance – Sky lease – B Rental - Sky Business Services - Jupiter )• Reporting to the Customer Services Director/Chief Operating Officer, Managing Director dependent on the size of organization, the role includes line responsibility for all third, second-, or first-line contact center teams (in-house and outsource) providing ongoing customer service, and specific service teams as well as the planning and forecasting team. Writing sales scripts and customer answer sheets.• Manage the day-to-day performance of the Contact Centre Operations to deliver a best-in-class service, meeting or exceeding all KPIs and within budget.• Lead, inspire and co-ordinate the contact center management team at all levels to create motivated and engaged colleagues. Maintaining customer relationships.• Be responsible for the end-to-end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints.• Responsible for the recruitment, training, induction and coaching strategy across the contact centers. • Work closely with HR, L&D and Training delivery teams. Taking responsibility for the ongoing development all levels of contact center colleagues.• Reviewing and defining clearly all contact center roles, any required shift and candidate profiles required across the contact center operation.
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SKY Finance
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Egypt
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Financial Services
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1 - 100 Employee
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Collections Manager
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Nov 2022 - Present
Daily, weekly, and monthly KPIs are met and or exceeded .Core operational functions of team and performance management are achieved .Reports analysis and strategy resolution for operational gaps or opportunitiesManage strategies to hit portfolio targets, including but not limited to: incentives, training/coaching on negotiation, etc., call campaigns, account segmentation & prioritization, automated reminder messaging, testing new campaign approaches, and evaluating/creating a business case for technology improvements.
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Tele Sales Manager
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Nov 2018 - Present
• Managing the tele sales teams and assisting junior staff. • Writing sales scripts and customer answer sheets.• Implementing sales strategies.• Monitoring the performance of the sales team.• Setting weekly and monthly sales targets.• Maintaining customer relationships.• Compiling and presenting sales reports.• Handling escalated customer complaints
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B Rental
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Egypt
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Motor Vehicle Manufacturing
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1 - 100 Employee
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Telesales Manager
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Dec 2022 - Present
• Managing the tele sales teams and assisting junior staff. • Writing sales scripts and customer answer sheets. • Implementing sales strategies. • Monitoring the performance of the sales team. • Setting weekly and monthly sales targets. • Maintaining customer relationships. • Compiling and presenting sales reports. • Handling escalated customer complaints • Managing the tele sales teams and assisting junior staff. • Writing sales scripts and customer answer sheets. • Implementing sales strategies. • Monitoring the performance of the sales team. • Setting weekly and monthly sales targets. • Maintaining customer relationships. • Compiling and presenting sales reports. • Handling escalated customer complaints
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SKY Leasing & Factoring
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Egypt
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Financial Services
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1 - 100 Employee
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Customer Service Manager
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Nov 2022 - Present
• Responding to customer service issues in a timely manner. • Creating effective customer service procedures, policies, and standards. • Developing customer satisfaction goals and coordinating with the team to meet them on a steady basis. • Hiring and training new customer service agents. • presenting Customer Service reports. • Responding to customer service issues in a timely manner. • Creating effective customer service procedures, policies, and standards. • Developing customer satisfaction goals and coordinating with the team to meet them on a steady basis. • Hiring and training new customer service agents. • presenting Customer Service reports.
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SKY Insurance Brokerage
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Egypt
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Insurance
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1 - 100 Employee
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Telesales Manager
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Nov 2022 - Present
• Managing the tele sales teams and assisting junior staff. • Writing sales scripts and customer answer sheets.• Implementing sales strategies.• Monitoring the performance of the sales team.• Setting weekly and monthly sales targets.• Maintaining customer relationships.• Compiling and presenting sales reports.• Handling escalated customer complaints
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Customer Service Manager
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Nov 2019 - Present
• Responding to customer service issues in a timely manner.• Creating effective customer service procedures, policies, and standards.• Developing customer satisfaction goals and coordinating with the team to meet them on a steady basis.• Hiring and training new customer service agents.• presenting Customer Service reports.
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B Auto
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Egypt
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Automotive
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1 - 100 Employee
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Customer Service Manager
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Nov 2016 - Present
• Responding to customer service issues in a timely manner.• Creating effective customer service procedures, policies, and standards.• Developing customer satisfaction goals and coordinating with the team to meet them on a steady basis.• Hiring and training new customer service agents.• presenting Customer Service reports.
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Telesales Manager
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Feb 2016 - Jun 2022
• Managing the tele sales teams and assisting junior staff. • Writing sales scripts and customer answer sheets.• Implementing sales strategies.• Monitoring the performance of the sales team.• Setting weekly and monthly sales targets.• Maintaining customer relationships.• Compiling and presenting sales reports.• Handling escalated customer complaints
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Branch Manager
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Jun 2016 - Nov 2016
• Train employees and evaluate their performances.• Create strategies to ensure that sales targets are met.• Prepare reports on sales.• Create and maintain relationships with clients.• Liaise with other branches to share strategies.
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Retail Sales Executive
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Feb 2016 - Jun 2016
• Setting sales goals and developing sales strategies.• Researching prospects and generating leads.• Handling customer questions, inquiries• Managing the sales process through specific software programs.• Meeting daily, weekly, and monthly sales targets.
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Wasla Outsourcing
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Egypt
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Outsourcing and Offshoring Consulting
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500 - 600 Employee
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Customer Service Team Lead
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Nov 2015 - Feb 2016
• Managing the day-to-day activities of the team.• Motivating the team to achieve organizational goals.• Delegating tasks to team members.• Conducting training of team members to maximize their potential.• Empowering team members with skills to improve their confidence, product knowledge, and communication skills.
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Customer Service Agent
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Jun 2015 - Nov 2015
• Answers inbound calls and respond to customer requests to ensure customer satisfaction.• Provide quality, efficient and non-judgmental telephone customer service to internal and external customers.• Use questioning, trouble shooting and listening skills that support effective telephone communication and help in solving the customer’s problems & complaints
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Education
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2010 - 2015
Faculty Of Education- Ain Shams University
Bachelor's degree, Education
Community
