Oracle
Ahmed Abouelkassem Ahmed
Wealth Customer Service Representative
Alexandria
Summary
I am a seasoned professional in the banking industry with a wealth of experience in various roles such as customer service, operations, and lending. I possess a strong understanding of banking regulations and procedures, along with exceptional problem-solving skills and a proven track record of delivering high-quality service to clients. With my extensive background in the field, I am well-equipped to handle the demands of a fast-paced banking environment and make a valuable contribution to any financial institution.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
1
1
Language
Work History
Wealth Customer Service Representative
National Bank Of Egypt
02.2021 - Current
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
- Maintained up-to-date knowledge of product and service changes.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Tracked customer service cases and updated service software with customer information.
- Updated account information to maintain customer records.
- Increased efficiency and team productivity by promoting operational best practices.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Met customer call guidelines for service levels, handle time and productivity.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
Bank Operations Specialist
National Bank Of Egypt
02.2020 - 02.2021
- Managed complex projects within tight deadlines, ensuring successful completion while maintaining high-quality standards.
- Reduced processing errors by conducting thorough audits and monitoring transactions regularly.
- Mitigated risks associated with cash handling activities through strict adherence to internal controls and established security procedures.
- Played a key role in the implementation of digital banking services, enhancing customer experience through seamless integration into their financial lives.
- Calculated fees due, interest and change for customer transactions.
- Assisted customers with banking needs and inquiries.
- Monitored and verified suspicious activity on customer accounts.
Wealth Bank Teller
National Bank Of Egypt
02.2018 - 02.2020
- Removed mutilated currency from circulation.
- Educated customers on online banking and mobile banking applications.
- Assisted customers with banking needs and inquiries.
- Arranged monies received in cash boxes and coin dispensers according to denomination.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Processed customer transactions promptly, minimizing wait times.
- Turned in excess cash to maintain drawer security.
Education
Bachelor of Accountancy - Accounting And Business Management
Faculty Of Commerce
Alexandria, Egypt 06.2012 - 06.2016
Skills
Data Entry
undefinedAccomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Cashier - Achieved highest Number of new credit accounts opened within one-month period.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Software
Efinance
Timeline
Wealth Customer Service Representative
National Bank Of Egypt
02.2021 - Current
Bank Operations Specialist
National Bank Of Egypt
02.2020 - 02.2021
Wealth Bank Teller
National Bank Of Egypt
02.2018 - 02.2020
Bachelor of Accountancy - Accounting And Business Management
Faculty Of Commerce
06.2012 - 06.2016
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