At HSBC GSC, I managed client service for large corporate clients in the MENA and USA regions. I handled client questions, risks, and escalations, and served as a subject matter expert for the Egypt market in MENA.
I coached client service specialists, trained new joiners, and shared performance and NPS reports to help identify issues and improve service. In the USA region, I also handled cash management inquiries involving wire transfers, ACH, checks, and commercial cards.
At Vodafone International Services, I worked as a Performance Manager on loan for the Ireland Account, managing and coaching teams and tracking performance against KPIs. Earlier, as an International Account Advisor, I handled customer escalations and complex inquiries and supported quality coaching.
