1. Curriculum Vitae Enjy Adel Gobran
PERSONAL HOME
ADDRESS
Married District 1, Zone 8, building
Born 12th of October 1982 No.1474, 6th of October, Egypt
Valid Egyptian Passport held
 +2 0102030470  enjy.gobran@hsbc.com
 +2 02 2747663 enjy.gobran11@gmail.com
CAREER GOAL
Seeking a Managerial position, challenging opportunity in the field of commercial and operations
Business Development, whereby I could add value to the position I would fill and utilize my experiences,
to meet the business requirements and Targets.
CAREER SUMMARY
 HSBC Service Delivery – Regional Processing Centre in Egypt
o Best Place To Work Manager (BPTW) (July 2012 – present)
BPTW manager is responsible for:
 Leading on site employee engagement initiatives and to assist in creating within the
context of the business strategy a motivating and productive environment: this
includes delivering innovative initiatives and activities in relation to culture, social
leadership and organisational development to assist in driving employee engagement
and achieving organisational goals. Ensures HSBC customers receive exceptional
service through driving and maintain best in class engagement.
 Developed robust feedback mechanisms to gather record and share employee
insights, gauge on-going engagement levels and inform initiatives.
 Created targeted interventions on Best Place to Work/engagement initiatives i.e.
retention, career development.
 Maintained effective relationships with site leadership team and central People
Experience team
 Provided expert advice on people experience matters to site leadership to ensure
people experience and engagement is maximized.
 Took ownership of delivery of business specific process requirements.
 Seized different opportunities to enhance culture and people experience via
engagement and customer centric focus groups
 Designed assesses, coordinates up-to-date engagement plans and communications
liaising with the global support utility, HR, and line managers as required
 Engaged with local communities and third parties to source and facilitate Corporate
Social Responsibility interventions.
 Supported achievement of Retention and Attendance measures, reducing negative
attrition via site wide interventions.

2. o Operations / Support Function Manager (November 2010)
 Designing and creating support functions to HSBC regional processing centre
 Leading Quality Control, Training and Complaints functions to deliver strategic
objectives of HSBC Service Delivery
 Participated in hiring the support functions team selecting best fit talents for each sub
function
 Redesigning complaints management processes and approval cycles to improve
financial control measurements
 Coaching and enhancing complaints management performance as key element to
improve customers preference leading to centralizing HSBC global complaints
operations in Egypt’s centre
 Defining Quality Control scope and roles of engagement
 Analyzing and improving training model and conducting Training Needs Analysis for
HSBC regional processing centre
 Acting as HSBC regional processing centre in Egypt stakeholder in global
standardization project across all HSBC processing centres to ensure processes and
customer experience alignment on global level
 Directly lead and develop a team of 10 supervisors
 Leading internet banking operations during ramp up phase and achieving best
performance amongst all customer interfacing teams
 Vodafone International Services
o International Accounts Supervisor (Jun. 2007)
o Senior International Accounts Advisor (October. 2005)
 Amico Tech
o Sales Manager (December. 2004)
o Sales Supervisor (August. 2003)
o Telesales Representative (February. 2003)
TRAINING COURSES
 Primary and Second level Italian course (Berlitz)
 Future Generation Foundation (FGF) English Language (5 levels)
 Future Generation Foundation (FGF) Computer course
 Closing techniques and styles given by some of the best sales managers and marketing directors

3.  Leadership and management course on how to manage people and get your branch to the
number one spot. Given by 8 years experienced branch managers and a 9 year experienced vice
president of a multi million dollar sales corp.
 Intensive English Language Training for Call Centre Agents (British Council) October/December
2005.
 Intensive customer service and sales training (contact plus corp.)
 888 Customer Service Training
 I- Care Training.
 Received technical support training for In-bound & an applications Training for out bound from
Vodafone Australia.
 Improving interpersonal skills. (The American University in Cairo) September 07.
 COPC High Performance Management Techniques Training course.
 MBTI (HSBC)
 Coaching for success (HSBC)
 Situational Leadership II (HSBC)
EDUCATION
BSA English Literature – High Institute of Languages, Ain Shams University, 2003
Major: English Literature
Grade: Good
LANGUAGES
 Arabic (Mother Tongue)
 English (Excellent Command)
 Italian (Fair)
PC SKILLS
 Windows
 Good command of MS Office Applications.
 Good Command of MS Visio.
 Excellent Internet navigation & communication.

4. CAREER RELATED EXPERIENCE
Vodafone Egypt (Jun 07)
International Accounts Supervisor
 Close monitor on the team member’s productivity through printing and revising periodical
reports.
 Daily interface with Vodafone Australia/ UK COPS and account managers.
 Provide each team member with the training plans needed to enhance his monthly
outcome.
 Identify areas to develop for the individual team members and prepare relevant
development plans to help them in their career path.
 Conducting mid year and final year appraisal to each team member.
 Ensure the team’s understanding for all the information related to their daily job.
 Being able to work laterally with colleagues in joint project in order to enhance the overall
department out come.
 Handling customer’s complaints and escalations.
 Great involvement in preparing/monitoring Service Level Agreements with other
departments.
 Ensure that each team member is achieving their KPI’s.
 React to the customer escalations and communications
 Working for nine months, five of which fully dedicated with a selected team from the UK
account supervisors on a (process improvement project) Using the COPC (customer
Operations Performance Center) and Lean Six Sigma approach (DMAIC), which started
with a new approach to decrease the AHT, along with using the Bond factor analysis as a
tool to determine the main way we will take to decrease the AHT. Along with working on
enhancing the UK customer experience and satisfaction to meet the account required
target.
Vodafone Egypt (October’ 05)
Senior customer operations Advisor (International Accounts)
 Working with a team who was working on setting up the campaigns application,
applying all the needed modifications based on each campaign.
 Communicated on daily basis with Vodafone Australia customers.
 Marketed Vodafone Australia services to Australian customers via phone.
 Followed up on registration procedures after convincing customers with Vodafone
services.
 Conducted training on Vodafone Australia applications.

5.  Managed communication with Vodafone Australia regarding training and material
needed for outbound activities.
 Delivering all the outbound training for the new team members,
Ameco Tech corp. (2003 till 2005)
Sales Manager
· Working as sales manager for telecommunication services.
· Working in different campaigns calling three different countries
(Australia- united kingdom- United States of America)
·Dealing with different mentalities every day between Americans, Arabs, Asians,
Europeans, and Africans.
REFERENCES
· Furnished upon request.

6.  Managed communication with Vodafone Australia regarding training and material
needed for outbound activities.
 Delivering all the outbound training for the new team members,
Ameco Tech corp. (2003 till 2005)
Sales Manager
· Working as sales manager for telecommunication services.
· Working in different campaigns calling three different countries
(Australia- united kingdom- United States of America)
·Dealing with different mentalities every day between Americans, Arabs, Asians,
Europeans, and Africans.
REFERENCES
· Furnished upon request.