Karim Elsebaey
Manama
Summary
Highly skilled Collection and Operations Manager competent at assisting companies and clients in developing efficient payment plans through compelling communication skills and financial expertise. Bringing in more than [1.5 Million] in debt outstanding amounts every year. Experienced Collections Manager with a background in billing, account management, and financial administration earned over [8] years in the [Telecom Operations, Banking, and Insurance] industries. Client Service Team Leader with a strong desire to surpass customer expectations and increase satisfaction. Bringing [4] years of dynamic job experience, with success in solo, team, and leadership environments. Excellent at dispute resolution and diplomatic communication.
Overview
17
17
years of professional experience
5
5
Certification
Work History
Collection and Operations Manager
AlWasl Collection
Manama
10.2012 - Current
- Worked in matrix management environment with oversight of division-level managers, IT, sales, finance, human resources, training, and compliance.
- Established and administered annual budget with controls to prevent overages.
- Devised processes to boost long-term business success and increase profit levels.
- Investigated and resolved departmental non-conformances.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Supervised staff of collectors, monitoring phone calls and letters.
- Monitored payments due from clients and promptly contacted clients with past due payments.
- Created daily and weekly cash reports for accounting management.
- Increased revenue by BHD[30K] by establishing goals, overseeing performance, and mentoring staff.
- Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives.
Collection Team Leader
AlWasl Collection
Manama
08.2011 - 10.2012
- Set up and updated customer accounts and CRM with interactions, payments, and personal information.
- Contacted customers to collect outstanding payments via one-time or negotiated installment methods.
- Successfully implemented new technologies and process automation to encourage continuous improvement.
- Established procedures for the collection of past due amounts.
- Supervised staff of collectors, monitoring phone calls and letters.
- Supervised invoice processing, expense reports, credit memos, and payment transactions.
Operations Team Leader
Raya Contact Center
Cairo
04.2010 - 07.2011
- Assisted with improving revenue and customer numbers by overseeing implementation of diverse sales and service initiatives.
- Increased overall efficiency and productivity of team by revamping jobs, schedules and daily assignments.
- Monitored supply chain and managed logistics functions for company.
- Motivated and trained employees to maximize team productivity.
- Improved team efficiency and productivity by restructuring workflow and managing assignments.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Delivered excellent customer service, resulting in consistent 92 % customer satisfaction rating.
Customer Service Representative Agent
Raya Contact Center
Cairo
04.2008 - 04.2010
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Achieved and consistently exceeded (AHT) average handling time during routine calls.
- Entered customer interaction details in [Oracle Software] to track requests, document problems and record solutions offered.
Sales Representative
EAGLES For Software And Information Technology
Cairo
08.2007 - 04.2008
- Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
- Developed and delivered engaging sales presentations to convey product benefits.
- Created professional sales presentations and seminars to effectively demonstrate product features and competitive advantages.
- Communicated with customers to understand needs and recommend appropriate solutions.
- Visited clients were on-site to give benefit-oriented sales presentations.
Education
Bachelor’s Degree - Accounting
Faculty of Commerce, Cairo University
Cairo07.2007
Skills
- Finance and accounting operations
- Operations and finance expert
- Business operations understanding
- Decision Making
- Employee Motivation
- Cost Reduction
- Problem Anticipation and Resolution
- Statistic analysis
- Self-Motivated
- Report Preparation and Presentation
- Relationship Building
- Problem Solving
Accomplishments
- Reduced operational expenses by 40% by streamlining and assigning the debt outstanding accounts to one agent.
- Promoted to Manager after 1 year with the company.
- Increased company revenue by 200% through corporate consensus-building and cross-functional team coordination and development.
- Earned the “Top Performer” Award in [2013, 2017, 2021] for [Outstanding Achievements of Targets ].
- Generated recoveries BHD [2] millions in first-year through action plans initiatives and business case development.
Certification
- Certified Slandered Chartered Bank Collection.
- Certified Talant Management (Building High Performance Team & Developing Effective Talant Management).
Languages
Arabic
Native language
English
Proficient
C2
Timeline
Collection and Operations Manager
AlWasl Collection
10.2012 - Current
Collection Team Leader
AlWasl Collection
08.2011 - 10.2012
Operations Team Leader
Raya Contact Center
04.2010 - 07.2011
Customer Service Representative Agent
Raya Contact Center
04.2008 - 04.2010
Sales Representative
EAGLES For Software And Information Technology
08.2007 - 04.2008
Bachelor’s Degree - Accounting
Faculty of Commerce, Cairo University
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