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
Alexandria, 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
Alexandria, 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
Alexandria, 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
Retail store support
Sales closing
Customer Retention Strategies
Paperwork Processing
Computer Proficiency
Account Management
Microsoft PowerPoint
Prioritization
Record preparation
Customer service orientation
Excellent Communication
Self Motivation
Organizational Skills
Microsoft Office
Microsoft Excel
Microsoft Outlook
Computer Skills
Attention to Detail
Staff Training
Payment Processing
Follow-up skills
Data Entry
Accomplishments
- 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