DEMIANA SAFWAT

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.