Haidy Elghandour

Seeking a challenging position and a rewarding career opportunity in different fields in a well-established company, multi-national organizations that enables me to develop and enhance my career by the best utilization of my previous experience, skills,

potentials and strong will to learn and achieve.

More than 13 years experience: works as customer service , operation officer and the latest job were operations team leader ;

my role is to : Provide Direct Customer Support through various channels.

• Investigate and resolve customer complaints and queries – particularly the esclated ones.
• Provide feedback and support to the Customer Care team to ensure that all issues are resolved according to CS SLA.
• Continuously monitor the performance of the team, and craft tailored development plans for each member.
• Oversee day to day performance and workflow, 
• ensuring SLAs and targets are met.
• Create a healthy and comfort work environment.
• Support Process Improvement and contribute to process optimization.
• Support team members by answering questions and providing knowledge or solutions.
• Monitor adherence and conformance to shifts and schedules.
• Participate in budget build up.
•  providing sales team members with tips and training to achieve a competitive edge in their industry.
• verify the transactions executed by the operations team
• AML ( anti money laundry ) officer in the branch , has the responsibility to file a report within 30 days regarding any account activity they deem to be suspicious or out of the ordinary.
• review on a monthly basis the draft , payable checks reports 
• responsible for the trade finance in the branch 
• issue and review the LCs , LGs , Checks , outgoing + internal transfers 

Graduated from Mansoura language school.

Oct 2003

Graduated from Mansoura University, Faculty of Law -English Section

General Grade: Good

Oct 2007