Hesham Fawzy Moussa is a seasoned professional with over 25 years of experience in strategic customer care and commercial sales, currently serving as the General Manager at Banque Misr. In this pivotal role, he leads the Customer Complaint Management Unit, overseeing the resolution of retail,...
Hesham Fawzy Moussa is a seasoned professional with over 25 years of experience in strategic customer care and commercial sales, currently serving as the General Manager at Banque Misr. In this pivotal role, he leads the Customer Complaint Management Unit, overseeing the resolution of retail, corporate, and digital customer complaints. His extensive expertise in customer service management and customer experience has been instrumental in enhancing the bank's reputation for quality service and responsiveness.
At Banque Misr, Hesham is at the forefront of several key projects aimed at improving customer satisfaction and operational efficiency. His strategic planning capabilities have enabled the development of innovative solutions that streamline complaint resolution processes, ensuring that customer feedback is not only addressed but also leveraged to drive business process improvement. With a focus on risk management and quality assurance, he has implemented robust frameworks that enhance the overall customer journey, fostering loyalty and trust in the brand.
Hesham's leadership style is deeply people-focused, as he effectively manages a diverse team of over 1,200 agents across multiple call centers. His ability to inspire and mentor his team has resulted in high levels of engagement and performance, contributing significantly to the bank's success. By integrating advanced customer relationship management (CRM) tools and optimizing sales operations, he has positioned Banque Misr as a leader in customer-centric banking solutions. Hesham's commitment to excellence and continuous improvement makes him a valuable asset in the ever-evolving financial services landscape.
