Ahmed A. Radwan
Cairo
Summary
Self-motivated and detail-oriented Customer Retention Manager with over 8 years of progressive experience in customer service, retention, and leadership within the banking sector. Known for working smart, solving customer pain points, and designing effective win-back strategies. Proven ability to build loyal relationships, lead high-performing teams, and reduce churn through data-driven decision-making. Involved in CRM application development and led strategic tech implementations to enhance team efficiency.
Overview
9
9
years of professional experience
Work History
Retention Manager
Abu Dhabi Islamic Bank – Egypt
03.2023 - Current
- Leading the retention unit to reduce customer attrition and increase satisfaction.
- Designing proactive strategies to resolve cancellation triggers and improve loyalty.
- Collaborating cross-functionally with marketing and product teams.
- Preparing and presenting monthly performance and churn analysis reports.
- Actively contributed to the development of CRM applications to improve data tracking and customer interaction.
- Led the implementation of an Auto Dialer system within the retention team, significantly enhancing outreach efficiency and automation.
- Collaborated with the Cards Business Team to launch and support card installment projects, providing tailored retention strategies and customer education.
- Closely monitored competitor activities to stay current on industry trends and incorporate best practices into ongoing retention strategy adjustments if needed.
- Developed and executed targeted marketing campaigns to re-engage lapsed customers, resulting in increased revenue generation.
- Monitored and handled employee claims involving performance-based and harassment incidents.
Retention Supervisor
Abu Dhabi Islamic Bank – Egypt
07.2021 - 03.2023
- Managed and coached a team of retention officers to achieve KPIs.
- Developed customer handling techniques to convert cancellation calls into renewals.
- Boosted customer satisfaction scores above 95% consistently.
Retention Officer
Abu Dhabi Islamic Bank – Egypt
05.2017 - 07.2021
- Handled outbound and inbound retention calls, converting potential churn to retention.
- Analyzed customer behavior and flagged risk signals.
- Delivered tailored solutions based on customer needs and feedback.
- Improved department efficiency by streamlining and implementing policies and processes.
- Coordinated cross-functional teams to address complex issues, leading to more efficient problem-solving processes.
- Delivered high-quality training programs, enhancing employee skill sets and contributing to professional development efforts.
Call Center Agent
Abu Dhabi Islamic Bank – Egypt
08.2016 - 05.2017
- Responded to inbound customer inquiries and complaints with professionalism.
- Logged cases and followed up to ensure timely resolution.
- Developed strong communication and conflict resolution skills.
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Education
MBA - Marketing
The Arab Academy For Banking And Financial Sciences
Cairo, Egypt01.2020
Bachelor’s Degree - Accounting
Menofia University
Cairo, Egypt01.2016
Skills
- Certifications: Bachelor’s Degree in Accounting
- Core Skills: Customer Retention, Retention marketing, CRM, Conflict Resolution, Leadership, Data Analysis, Microsoft Office, Auto Dialer Systems, Cross-functional Collaboration
- Customer satisfaction measurement
- Customer retention strategies
- Financial forecasting
- Training and mentoring
- Team building
- Leadership development
Websites
Skills & Certifications
Languages: Arabic (native), English (fluent), German (basic)
Timeline
Retention Manager
Abu Dhabi Islamic Bank – Egypt
03.2023 - Current
Retention Supervisor
Abu Dhabi Islamic Bank – Egypt
07.2021 - 03.2023
Retention Officer
Abu Dhabi Islamic Bank – Egypt
05.2017 - 07.2021
Call Center Agent
Abu Dhabi Islamic Bank – Egypt
08.2016 - 05.2017
MBA - Marketing
The Arab Academy For Banking And Financial Sciences
Bachelor’s Degree - Accounting
Menofia University
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