Manager of Customer Service at Egypt Bank (2018-05 – 2021-10)
Managed customer service operations and VIP customer relations
- Serving VIP customers
- Solving problems any of my team faces
- Weekly, Monthly, Yearly Disclosures
Assistant Financial Manager at AL Qayse Printing house (2009-05 – 2016-06)
Managed financial operations and reporting for printing organization
- Preparation of financial statements for the Press
- Prepare payroll for employees
- Balance sheet study to detect any weaknesses
- Hold regular meetings to reach the highest degree of profitability
Assistant Team Leader (Supervisor) at Mashreq Bank (2006-03 – 2009-02)
Supervised team and handled customer inquiries, complaints, and call center operations
- Handling customer's inquiries & complaints in a timely manner, keeping in view customer focus & image of the bank and solving customers Complaints on the spot
- Initiate recruitment plan to ensure proper staffing of the team, and also to Train, develop and motivate the team to meet the objectives of the bank
- Operating with standard rules and guidelines set by the bank and additional ones set by and unique to the direct banking center which also involves root cause and analysis and reversals of charges and fees when necessary
- Following up cases from team members and taking necessary action When needed
- Being the shift supervisor and handling the responsibilities of the shift like the service level and maintain the correct number of call center agents in the shift
- Doing all kinds of replacements in regards to Credit Cards and Automatic Teller Machine Cards and loan postponements
Personal Banking Advisor at Mashreq Bank (2004-06 – 2006-02)
Provided banking and financial advisory services to customers
- Advising United Arab Emirates and Qatar's customers regarding their banking and financial needs and providing them with updated information regarding retail banking products and policies
- Handling customer's inquiries & complaints in a timely manner, keeping in view customer focus & image of the bank
- Cross selling of Mashreq Bank's products & services to non-account holders refer business leads to line staff
- Providing excellent customer service to achieve loyalty
- Capturing and report customer feedback toward continual product development
- Decision making authority responsibility limited to certain functions, which enables on-the-spot problem resolution
- Shared in a regular training on banking, all products & sales techniques
Internship at Jordan Islamic bank (2003-07 – 2004-02)
Banking operations and customer service internship
- Helping customers how are asking about their salaries and check if they are transferred to their account
- Opening all kinds of accounts
- Making out going transfers and handling incoming transfers
- Depositing checks at customers account
- Filling loan and credit card applications
