Amr Hassanen Mousa

Handled high volumes of inbound customer calls while maintaining excellent service quality and adherence to KPIs. Provided clear, accurate, and simplified support on banking products (accounts, cards, loans, and digital banking services). Resolved customer complaints efficiently with a strong focus on first call resolution (FCR) and customer satisfaction. Assisted clients with online banking, mobile applications, and transaction-related issues.

Ensured full compliance with HSBC policies, KYC procedures, and data protection regulations. Identified customer needs and cross-sold relevant banking products and services to achieve sales targets. Built strong customer relationships through trust, empathy, and effective problem-solving. Maintained accurate records of customer interactions using CRM systems.

Collaborated with internal teams to escalate and resolve complex issues promptly. Contributed to improving team performance and streamlining customer service operations.

Managed inbound calls, resolving customer inquiries and complaints professionally. Conducted outbound calls to convert leads and achieve sales targets. Coordinated with different departments to ensure customer satisfaction. Maintained performance KPIs including call quality and conversion rates.

Calculated cost per unit for materials and monitored cost efficiency. Managed inventory records and ensured stock accuracy. Coordinated with suppliers and customers to maintain smooth operations. Supervised workers and monitored daily warehouse performance.

The National Company Achieved and exceeded monthly sales targets. Built strong relationships with customers to increase retention. Delivered effective sales presentations and negotiated deals. Developed strategies to improve sales performance.