Walid

Walid Sherif Mohamed Email :-Address: Cairo, Egypt Phone : (- DOB: June, 09 1972 Marital: Married ⚫ Professional customer service and contact center manager with 20+ years of experience in “big box” retail banking and customer care areas in private sectors. Consistently achieve record-high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming operations. ⚫ Respected builder and leader of customer-focused teams; instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Lead by example and ensure the execution of all safety, security, quality and store operations policies. Areas of Expertise ⚫ ⚫ ⚫ Customer Service Management Complaint Handling & Resolution Retail Operations Management ⚫ ⚫ ⚫ Customer Satisfaction Enhancement Front-End Supervision Sales & Margin Improvement ⚫ ⚫ ⚫ Contact Center Management Cost-Reduction Strategies Project Management Professional Experience Emirates NBD Bank (Previously BNP Paribas) — Cairo, Egypt Projects Manager, IT, ⚫ ⚫ ⚫ ⚫ ⚫ 10/2009 to Present 06/2016 till date Managing the Migration of core banking system, Procedures and Process from BNP Paribas platforms to Emirates NBD Egypt Conducting Business Requirement Workshops to gather requirements and preparing the Business Requirements documents Performed User Acceptance Testing and collect the test results and produced detailed test report describing the issues encountered during the CT activity, mentioned lessons learned and suggested improvements based on the inputs/requirements coming from the client, produced Conformance Testing Organization Document (CTOD) which described the CT process at the level of workflow, key interactions among stakeholders, their roles and responsibilities and important deliverables Reviewed and wrote internal working procedures BNP Paribas — Cairo, Egypt 10/2009 to 02/2013 Head of Contact Center, ⚫ ⚫ ⚫ ⚫ ⚫ ⚫ ⚫ Set strategic direction for the contact center Ensuring adequate call center coverage to achieve service levels targets Turning the contact center into a profit generation center by implementing telemarketing and Telesales Setting up the Customer Relation Unit for complaint resolution and back office Support channel marketing strategy and vision Introduce new KPI to measure customer satisfaction across all channels Arranging and chairing team meetings where issues of performance are mutually discussed. 1|Page Gulf Bank — Kuwait 7/2008 to 8/2009 Contact Center Manager, ⚫ ⚫ ⚫ ⚫ ⚫ ⚫ Participates in dialer capacity planning and forecasts future needs on a timeline. Responsible for delivery of all enhancements and upgrades without interruption to production. Manage SLA and change management with multiple service providers Develop the call flow strategy and business rules for priority call queuing and differentiated service. Introduced training programs that enhanced employee performance and helped build a motivated workforce. Optimizing call center productivity, achieving correct quality standards and minimizing costs. Managing recruitment campaigns including interviewing of new members HSBC Bank Middle East — Dubai, UAE 3/2007 to 6/2008 Manager of regional contact center, ⚫ ⚫ ⚫ ⚫ ⚫ Develop and execute strategic planning for the commercial contact center Direct and assured corporate compliance of procedures and policies Analyze processes at functional and cross-functional levels by proactively monitoring performance and system problems from capacity planning, service Level Agreements and disaster recovery perspectives Ensure that requirements and priorities are properly defined and are in line with business needs Special studies (what-if scenarios and sensitivity analysis) for strategic planning process and business development for segment strategy formulation. Dubai Islamic Bank — Dubai, UAE 12/2003 to 3/2007 Deputy Head Contact Center 02/2005 to 3/2007 Manager Alternate Delivery Channel, 12/2003 to 2/2005 ⚫ ⚫ Management of Alternate Delivery Channels (ATM, IVR, Internet Banking and Mobile Banking). Workforce optimization through Accurate call volume forecasting, Efficient shift schedule, Work force planning and setting up Short /long term capacity planning ⚫ Drive migration of transactional activity through automated channels ⚫ ⚫ ⚫ ⚫ Evaluate new emerging technologies and leverage existing ones identify opportunities to exploit/ enhance them for the call center business advantage Manage/Monitor projects design, test and implement business system Development, deployment and maintenance of the Bank's Internet/Mobile and Interactive voice response applications, make sure they are up to the standard levels and do cover various type of services and functions. Manage / implement complete setup of self-service areas at branches including ATMs / Smart Deposit machines and Internet/telephone Kiosk. ⚫ Mashreqbank — Dubai, UAE 1/1997 to 12/2003 Contact Center Operations Manager, 9/2002 to 12/2003 Marketing Business Analyst 03/2001 to 9/2002 Contact Center Team Leader 01/1999 to 3/2001 Contact Center Agent 01/1997 to 01/1999 ⚫ Ensure that requirements and priorities are properly defined and are in line with business needs. 2|Page ⚫ ⚫ ⚫ ⚫ ⚫ ⚫ ⚫ ⚫ Evaluate new emerging technologies and leverage existing ones, identify opportunities to exploit/ enhance them for the Call Center business advantages. Educate senior management on the benefits, i.e. IVR, CTI, CRM, Voice logging, Campaign manager, Prime time enterprise, GSM Banking, etc. Prepare business cases, time and costs estimates and implementation plans. Monitor, support and implement key performance indicators to result in industry average agent’ s productivity standards. Manage and monitor projects design, test and implement business system. Develop the call flow strategy and business rules for priority call queuing and differentiated service. Provide short and long term call forecast and capacity planning through analysis of business variables Provide highly technical and analytical support for managing Mashreqbank products Achievements ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ Created and executed new KPI and reporting methodology that consolidated SLA and quality data performance visibility driving performance enhancement including FCR & NPS (BNP Paribas) Consistently exceeded all contract service levels Metrics including Abandoned Rate, ASA and FCR (BNP Paribas) Led 50 person staff through successful transition and transformation of inbound and outbound activities into a blended outsourced environment within 90 days from contract signing with NO attrition (BNP Paribas) Successful Implementation of Telesales Unit and end to end sales process within the call center results in 15% contribution of monthly retail sales target (BNP Paribas) Develop and launch a start up call center. Went from 7 to 90 FTE in the first 12 months (BNP Paribas) Implementation of Lead Management System (Gulf bank) Implemented “ best practice” call center operational planning including accurate reporting, calls forecasting, shift schedule and business continuity plans. (Gulf bank) that led to achieve service level goal while reducing 20% of overheads (Gulf bank) Development and implementation of “ fit-for-purpose” training and development programs (Gulf bank) Participated and executed the consolidation of 3 geographically disparate call center into a single (HSBC) streamlined operation resulting in an annual cost savings in excess of $5 Million (HSBC) Implement IVR Services for corporate customers (HSBC) Create Complaints Resolution Unit with optimization of CRM system and workflow process including set up of performance metrics including NPI (Dubai Islamic Bank) Increase ATM utilization by 70% over 6 months (Dubai Islamic Bank) Implementation of mobile banking (Push & Pull Services) (Dubai Islamic Bank) Implementation of ATM Imaging system (Dubai Islamic Bank) Implement and manage the Launch of firs IVR System in region (Mashreqbank) Implement and manage the launch of UAE & Qatar Online Banking (Mashreqbank) Award Winning of best Employee in the bank (member in CEO Club) (Mashreqbank) Other Curriculum ▪ Worked as a freelance consultant and limited contracts in establishing and managing contact centers from the scratch in the following industries - Low Cost airline in KSA (Establishing contact center) RAK Free zone (Consultant serviced including soft skills and hard skill training Global Tech (Dubai Government subsidiary-DIC) Education and Training Higher Technological Institute — Egypt Bachelors – Technological Operation – Administration & Data Training: 3|Page 12/1996 - PRINCE2 Certification Completed numerous courses and seminars in customer service, sales strategies, inventory control, loss prevention, time management, leadership and performance assessment 4|Page