1. Islam Salah Mokhtar
Address: Amar Ibn Yasser St.(Heliopolis)
Cell phone: 01001071142
Email: islam.s.mokhtar@windowslive.com
PERSONAL
INFORMATION
OBJECTIVE
EDUCATION
LANGUAGES
WORK
EXPERIENCE
 Gender: Male
 Nationality: Egyptian
 Birth Date: 12/08/1987
 Place of Birth: Cairo, Egypt
 Marital Status: Single
 Military Status: completed
 An adept and powerful communicator seeking an opportunity in
business function in a well-established organization, to invest my
core skills, and execute on the laid out requirements whilst adding
and constantly learning and developing as a person.
 Graduated from faculty of commerce Ain Shams University English
Section 2010.
 Graduated from Rajac American School with grade A+ 2005.
 Arabic (mother tongue)
 English (Fluent)
 French (Fair)
Assistant Manager Operations-Customer Due Diligence HSBC 10.2015 till
now
 Leading and managing 3 regions to Process Due diligence / FATCA
Validation and Client selection and exit management on Customer
profiles of New to bank and existing clients while Optimizing Team`s
efficiency and capability to meet the SLA and PLA that is agreed upon by
Management and business partners with the required quality standards.
 Assessing Team learning curve to be able to Achieve RPH and Quality
Target on Monthly bases.
 Ensuring the team is fully aware of the Anti-money laundry (AML),
Sanctions, Anti-bribery and corruption, all information security risk (ISR)
policies and procedures by reading the mentioned subjects using HSBC

2. online learning centre.
 Identifying risks and placing controls to track Process Progression in all
required attributes.
 Ensure Team`s Productivity is meeting the team`s KPIs that is set for
each process.
 Communicating on weekly and monthly basis with global sites and
business partners to ensure consistency.
 Weekly and Monthly MI Reports to project Team`s Figures and
progression o business and upper management as well as reports to be
presented for Audit purposes.
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Assistant Collection supervisor- Consumer Lending Department at Credit
Agricole Egypt 11.2013 till 9.2015
 Assistant Collection Manager
 Negotiate & collect Over dues from customers
 Monitor and control Delinquency and Credit Losses for Consumer Bank
products
 Exercise adequate control over Agency performance in terms of
 Recruitment & training of field collectors
 Managing field collector productivity
 Capacity Planning
 Managing agency performance in terms of resolution - both front-end
and net resolution
 Ensuring agency profitability through improved performance
 Training on Code of Conduct
 Ensure proper documentation of Collection related activities and
updating of CACS
 Timely assignment of Collection cases to Agencies
 Conduct periodic Collection Agency Audit
 Ensure follow-up on all Return Cheques for resolution
 Ensure legal recourse and follow up on delinquent accounts where
applicable
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Broker at Kerford investment Uk for Forex, Fund. From 12.2012 to 11.2013
 Contacting clients and setting up meetings, either within an office
environment or in clients' homes or business premises.
 Conducting in-depth reviews of clients' financial circumstances, current
provision and future aims.
 Analysing information and preparing plans best suited to individual
clients' requirements.
 Completing risk analyses.
 Researching the marketplace and providing clients with information on
new and existing products and services.
 Designing financial strategies.

3.  Assisting clients to make informed decisions.
 Researching information from various sources, including providers of
financial products.
 Reviewing and responding to clients changing needs and financial
circumstances.
 Promoting and selling financial products to meet given or negotiated
sales targets.
 Negotiating with product suppliers for the best possible rates.
 Liaising with head office and financial services providers.
 Liaising with other professionals, such as estate agents, solicitors and
valuers.
 Keeping up to date with financial products and legislation.
 Producing financial reports.
 Contacting clients with news of new financial products or changes to
legislation that may affect their savings and investments.
 Meeting the regulatory aspects of the role, e.g. requirements for
disclosure, costs of the services provided and also the advised products.
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Marketing and Sales Executive for Tabssoft for advertising, Digital Marketing,
E-solutions. From 9.2012 to 11.2012
 Devising strategies to drive online traffic to the company website.
 Tracking conversion rates and making improvements to the website.
 Developing and managing digital marketing campaigns.
 Overseeing the social media strategy for the company.
 Managing online brand, product campaigns and new ideas to raise
brand awareness.
 Managing the redesign of the company website.
 Improving the usability, design, content and conversion of the company
website
 Responsibility for planning and budgetary control of all digital
marketing
 Evaluating customer research, market conditions and competitor data.
 Review new technologies and keep the company at the forefront of
developments in digital marketing.
 The role includes planning, advertising, public relations, organising
events, product development, distribution, sponsorship and research.
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Freelance sales Trainer for Esnad-B.D.O for Vodafone, soft line, optimal
technology solutions and Dina Farms. From 4.2010 till now.
 Initiates materials and presentations.
 Conduct courses presentation.
 Operation consultation
 Conduct all types of coaching and monitoring after training and
enhancing performance.

4. OTHER
EXPERIENCES
 Ensure trainees performance.
 Set forecasting indicators and reports
Senior Quality co-ordinator for "Expedia.ca" Account in Teleperformance Egypt.
From 4.2010 to 12.2011.
 Helps a representative use the most effective and efficient means for
handling phone calls without sacrificing customer service, while
achieving the stated goals and raising customer satisfaction.
 Launch campaigns
 Set Key Performance Indicators, set customer and client satisfaction
Reports.
 Setting business plans to reach targets& benchmarks.
 Auditing, coaching, monitoring on teams performance.
 Initiate calibration calls with different sites.
 Initiate performance analysis Reports.
 Conduct quality training sessions& retraining Sessions.
 Conduct team meetings.
Quality Assurance and training specialist for the offshore Department in Wasla
Contact centre. From5.2009 to 1.2010.
 Supporting offshore Sales Team of The online real yellow pages and
Nobel Talk Serving American Customers.
 Participates in design of call monitoring formats and quality standards.
 Performs call monitoring and provides trend data to the sites
management teams.
 Uses quality monitoring data management system to compile and track
performance at team and individual level.
 Monitors email customer contacts.
 Participates in customer and client listening programs to identify
customer needs and expectations.
 Provides actionable data to various internal support groups as needed.
 Coordinates and facilitates call calibration sessions to call centre staff.
 Provides feedback to call centre team leaders and managers.
 Prepares and analyses internal and external quality reports for
management staff review.
 Conduct training sessions for sales, marketing, call centre orientation.
 Trainer for sales campaigns offshore and local.
 Contact clients abroad.
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 Quality control executive for "The online real yellow pages" Account in
Wasla Contact centre from 3.2009 to 4.2009.
 Team leader "your smart finance- Surveys" Account was in Wasla
Contact centre from1.2009 to 2.2009.
 Senior sales representative "Canadian magazine- Sales" Account in
Wasla Contact centre. From 4.2008 to 6.2008.
 Sales representative "Apple green family health xtras-sales" Account in

5. COMPUTER
SKILLS
OTHER SKILLS
Wasla Contact centre. From1.2008 to 3.2008.
 Sales representative "Startec Global Communication" Account in Wasla
Contact centre. From 3.2007 to 12.2007.
 Customer service representative "Spinvox" Account in Raia Contact
centre. From1.2007 to 2.2007.
 Sales representative "Super pages" Account in Ameco Tech.
From10.2006 to 12.2006.
 Good user of Airline system Sabre in booking, changing, cancelling
flights and issuing tickets.
 Excellent in the use of Microsoft Office Excel, word, PowerPoint.
 Good in the Hardware and Software.
 Excellent user of the Internet Applications.
 Team Work, Problem Solving and decision making.
 Excellent Presentation Skills.
 Able to work under pressure.
 Good analytic skills.
 Outsourcing
 BPO
 Call Center
 Teamwork
 Finance
 Banking
 Business Planning
 Vendor Management
 Business Development
 Recruiting
 Team Building
 Workforce Management
 Training
 Time Management
 Marketing
 Sales
 Negotiation
 Customer Satisfaction
 Customer Service
 Customer Retention

6.  Team Management
 Operations Management
 Account Management
 Microsoft Office
 CRM
 Telecommunications
 Sales Management
 Analysis
 performance Management
 Troubleshooting
 Coaching
 Customer Experience
 Change Management
 Auditing
 Team leadership
TRAINING
COURSES
INTERESTS
LINKEDIN URL
 Sales and Marketing Course.
 Customer operation performance centres Wasla contact centre Self
Study.
Certified with Teleperformance Operational Processes and Standards.
 It is the process for managing daily performance: a method that has
been built gradually by bringing the best business practices worldwide
into a single, coherent management system.
 Certified as Travel Agent in Ontario, Canada and the certified with Travel
industry council of Ontario.
 Running.
 Swimming.
 Drawing.
https://www.linkedin.com/in/islam0mukhtar00554854?trk=nav_responsive_ta
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