DEMIANA SAFWAT
Customer Service Representative
Assiut
Summary
Dynamic Customer Service Professional with 3 years of experience in the banking sector , distinguished by exceptional communication and problem-solving skills. Proven track record in achieving performance targets and fostering team capabilities through diverse roles including training, quality review, and staff support. Seeking a challenging role that leverages my leadership, technical, and trust-building skills to enhance productivity and achieve organizational goals.
Overview
3
3
years of professional experience
2
2
Languages
Work History
Customer Service Representative
National Bank of Egypt
08.2022 - Current
- Primary Customer Service Responsibilities:
-Effectively handled a high volume of customer inquiries and resolved complex issues to ensure customer satisfaction and build trust and loyalty.
-Provided comprehensive support regarding banking services and products, adhering to the highest standards of quality and accuracy. - Training & Development Support:
-Selected as an Assistant Trainer for new employees, providing shadow training and guidance to ensure understanding of operational procedures.
-Developed and presented training materials using advanced MS Excel and MS PowerPoint, enhancing the ability to convey complex information through various methods.
-Cultivated strong leadership and patience skills in guiding and simplifying processes for trainees. - Request Review & Quality Assurance:
-Served as a Reviewer for new employee requests, efficiently processing a large volume of applications in a short timeframe.
-Identified and corrected errors in requests to ensure data accuracy and prevent operational discrepancies. - Team Support & Leadership (Quality Assurance & Acting Team Lead):
-Conducted Quality Assurance (QA) by monitoring and evaluating call center interactions to assess employee performance.
-Assumed the role of Acting Team Leader during leader absences, enhancing skills in team guidance, workflow control, and immediate problem resolution.
Education
Bachelor of Science - Accounting
Faculty of Commerce English Section (Major. Accounting)
Assiut, Egypt 04.2001 -
Skills
Core Competencies:Customer Service ExcellenceProblem Solving & Conflict ResolutionEffective Communication (Verbal & Written)Time Management & OrganizationTeam Leadership & MentoringTraining & DevelopmentQuality AssuranceSelf-MotivationData Entry & Verification
Technical Proficiency:Microsoft Office Suite (MS Excel - Advanced, MS PowerPoint - Advanced, MS Word)CRM Systems (Customer Relationship Management)Flexcube Banking SystemXCS SystemFast Learner of New Technologies
Additional Information
TRAINING
Summer Training
Joined 2020 online students internship program at Banque Misr.
Joined 2019 students internship program at QNB AlAhli Bank.
Timeline
Customer Service Representative
National Bank of Egypt
08.2022 - Current
Bachelor of Science - Accounting
Faculty of Commerce English Section (Major. Accounting)
04.2001 -