Eman Yossri
Summary
Customer-oriented Banking Officer offering six years of experience overseeing bank operations and verifying adherence to CBE and global banking rules and regulations. Supportive and communicative professional polished in providing banking services to individuals and corporate customers. Experienced in handling customers' complaints by identifying customer needs, respond to customer queries, and collaborate with internal departments to optimize customer services and awareness through CIB social media channels. In -depth knowledge of available bank products and services paired with outstanding customer service abilities. Moreover, a very well oriented Project Manager overseeing the project's overall schedule, managing the team budget, choosing the translation team, ensuring the accuracy of the translations, and acting as the client's primary point of contact for the team. Analyze the source document, provides status updates to the client, and ensures prompt delivery of the document or file. Additionally, in charge of negotiating prices with the translation team and handling bills.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Sales and Service Officer
HSBC
03.2024 - Current
- Provide personalized banking services to customers
- Building effective relationships with clients to retain and developing sustainable relationships
- Promote investment, insurance and banking products for optimizing new business opportunities
- Improving customer experience by collating customer feedback, identifying areas to improve such as operational, administrative, processes and competitiveness of products and services
- Manage operational risk and observe the relevant policies, guidelines and compliance requirements
- stablishing and agreeing client contact strategies in line with Group operating models
- Responsible for arranging visits to companies to maintain the relationship
- Approach customers and offering banking products
- Coordinate with other departments to ensure proper service standard can be maintained
- Provide a professional service to customers by handling verbal and written enquiries and resolving enquiries in an effective and efficient manner
- Independently responsible for after-sales follow-up activities and administrative tasks, handling phone-in enquiries
Teller and Operation Officer
HSBC
10.2022 - 03.2024
- Maintain operational standards and efficiency and minimize operational risk
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Complete vouchers according to FIM and Cash Handling Procedures, in a way to enhance operational effectiveness and protect the bank from any financial losses
- Process all Outward clearing cheques within SLA
- Outward clearing cheques are processed on timely basis
- Ensure compliance with Central bank and internal guidelines
- Discharge duties for branch ATM if present and allocated
- Register & delivery of all Wealth & Personal Banking Credit Cards/ Debit Cards and retained cards
- Register & delivery of all PINs and Cheque Books Balancing and Reversals
- Receive cash deposits in LCY and FCY and detect forged from genuine
- Pay cash and process relative vouchers after verifying customers' signature
- Prepare and deliver cash bundles to chief cashier in order to keep his/her cash drawer within set cash holdings limit
- Deliver high standard of service to customers and meet their needs with courtesy
- Count cash received and to check for forgeries
- Count cash/coins paid in/out
- Cross-sell bank products whenever opportunities arise.
Project Manager
Bayantech
12.2021 - 02.2022
- Handling clients' requests such as Translation, Proofreading, Editing, etc
- Assigning these tasks to qualified linguists and deliver back to the clients before the deadline
- Running QA report on the tasks before delivering it to check the quality of the translation
- Dealing with worldwide clients such as HP, Facebook, YouTube, Google, Netflix, etc
- Provide personalized banking services provide convenient and personalized banking service to all of our customers
- Building effective relationships with clients to retain and developing sustainable relationships
- Promote investment, insurance and banking products for optimizing new business opportunities
- Improving customer experience by collating customer feedback, identifying areas to improve such as operational, administrative, processes and competitiveness of products and services
- Manage operational risk and observe the relevant policies /guidelines and compliance requirements
- Stablishing and agreeing client contact strategies in line with Group operating models
- Working on translation tools such as Trados, Memsource, XTM, Xbench, RTF, etc
- Maintained tactical control of project budgets and timelines to keep teams on task and achieve schedule targets
- Supported senior managers and department leaders by completing projects and problem resolution under tight budgets and schedule demands
- Delivered high level of service to clients to both maintain and extend relationship for future business opportunities
- Built successful project plans covering objectives, resources and staffing to meet schedules.
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Prepared and submitted project invoices for review and approval.
- Monitored project performance to identify areas of improvement and make adjustments.
- Provided detailed project status updates to stakeholders and executive management.
- Negotiated contracts with vendors and suppliers, securing quality materials at competitive prices for efficient use of resources.
- Planned, designed, and scheduled phases for large projects.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
Regional Customer Service
HSBC
01.2021 - 10.2021
- Provide personalized banking services provide convenient and personalized banking service to all of our customers
- Building effective relationships with clients to retain and developing sustainable relationships
- Promote investment, insurance and banking products for optimizing new business opportunities
- Improving customer experience by collating customer feedback, identifying areas to improve such as operational, administrative, processes and competitiveness of products and services
- Manage operational risk and observe the relevant policies /guidelines and compliance requirements
Customer Service Representative
Medmark Contact Center
02.2020 - 12.2020
- Handling Members' Inquiries about medical claims, complaints
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Assisted team leaders by providing status and performance reports with information on areas for improvement
- Collaborated with shipping team to correct mistakes, track shipments and handle damage claims
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Provided primary customer support to internal and external customers.
Contact Center
CIB
11.2016 - 12.2019
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Recommended products to customers, thoroughly explaining details
- Trained staff on operating procedures and company services
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests
- Responsible for handling customer inquiries, complaints and escalations
- Moreover, handling shifts
- Supported quality team and back-office team
- Responsible for new comers, training them and answering their inquiries and guiding them how to handle calls and angry customers
- Responsible for handling the CIB page on Facebook.
Education
Bachelor of Languages Interpretation and Literature - Languages Interpretation and Translation
October 6 University
10.2016
Skills
- Sales Technique (EDRAS)
- Excel
- Word
- PowerPoint
- CAT Tools
- SQL systems (Oracle, My SQL, SY base, etc)
- Sybel
- T24
- Card 400
- Odoo
- Cisco
- SFE
- HUB
- APPS
- ROSS
- BI power
- Troubleshooting
- Presentation Skills
- Time Management
- Communication Skills
- Handling technique
- Team Leading skills
- Compliance requirements
- Credit score understanding
- Stop-loss policies
- Attention to Detail
- Decision Making
- Knowledge of Anti Money Laundering practices and relevant regulatory governance
Certification
09/2016, 09/2018, British Council, English CI level
Languages
Arabic
Spanish
English
Personal Information
Date of Birth: 01/20/95
Timeline
Sales and Service Officer
HSBC
03.2024 - Current
Teller and Operation Officer
HSBC
10.2022 - 03.2024
Project Manager
Bayantech
12.2021 - 02.2022
Regional Customer Service
HSBC
01.2021 - 10.2021
Customer Service Representative
Medmark Contact Center
02.2020 - 12.2020
Contact Center
CIB
11.2016 - 12.2019
Bachelor of Languages Interpretation and Literature - Languages Interpretation and Translation
October 6 University
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