Operations Supervisor - National Bank of Kuwait (NBK)
(2019-05)
- Delivered excellent customer service related to credit card accounts and transactions.
- Assisted with card activation, PIN changes, and replacements.
- Resolved customer complaints efficiently.
- Processed credit card applications and approvals.
- Investigated billing discrepancies and fraud.
- Maintained customer records and updated account information.
- Supported digital banking services and mobile banking options.
- Collaborated with Fraud Prevention and Risk teams.
- Analyzed customer transaction data and prepared weekly operational reports.
- Ensured compliance with internal policies, KYC, and regulatory requirements.
- Trained and mentored junior staff members on procedures and customer handling.
- Managed escalated complaints and provided fast, effective resolutions.
- Participated in internal audits and supported external regulatory inspections.
- Promoted credit card and digital banking usage through targeted campaigns.
- Led process enhancement initiatives to streamline card activation and complaint workflows.
- Participated in system enhancement projects, providing feedback for CRM and service platform upgrades.
- Identified inefficiencies and proposed automation solutions to boost productivity.
- Supported implementation of new digital features to enhance customer experience.
Non-Resident Egyptians (NRE) - Priority Customer Service Officer - Emirates NBD
(2018-10 - 2019-05)
- Provided personalized service to non-resident VIP clients.
- Prepared weekly deposit and transfer reports.
- Opened accounts and processed transfer requests.
- Issued certificates of deposit and credit cards.
- Cross-sold loans and bancassurance products.
- Managed debit card and checkbook issuance.
Retail Priority Banking Customer Service Officer - Emirates NBD
(2016-06 - 2018-10)
- Delivered services to VIP clients.
- Prepared daily branch manager reports.
- Supported onboarding of new clients.
- Promoted cross-selling of credit products and services.
Operations Officer (Call Center Department) - Emirates NBD
(2015-11 - 2016-06)
- Handled call center service requests.
- Coordinated timely card and checkbook deliveries.
- Ensured service excellence and customer satisfaction.
