Fady Emad

* Provide guidance and support to junior team members, leveraging my senior experience to enhance team performance and knowledge sharing

* Provide timely and consistent updates to customers regarding the status of their cases or requests, ensuring transparent communication.

* Escalate critical customer issues and report significant challenges to senior management for prompt resolution.

* Manage and complete all assigned tasks and cases efficiently, adhering to deadlines and ensuring high quality outcomes.

* Respond to customer inquiries and requests via various channels (call center, mobile app) within established SLAs, ensuring prompt resolution.

* Coordinate follow-ups with relevant departments on behalf of customers to resolve issues or fulfill requests in a timely manner.

• Communicating regularly with customers by telephoning or meeting them face-to-face to handle any problems or complaints and ensure that they are receiving an excellent customer service.
• Managing a number of individual and corporate portfolio accounts.
• Managing customer payment procedures and handling suspension cases & customer's renewal process.
• Handling customers' claims and requests using internal and customer-mandated procedures.
• Pre-authorizing the go ahead for treatment procedures for customers.
• Following up with customers to notify them of claim investigation results and any planned adjustments.
• Processing internal reports and meeting deadlines for completion.

• Manage Affluent Clients’ portfolios to effectively increase segment’s profitability and achieve targets of the business sales plan.
• Implement contact plan through a prudent approach to deepen existing relations and to develop new ones as part of the on-boarding plan.
• Prepare credit applications as well as all required documentation and communicate with the concerned entities for analysis and approval.
• Ensure customer satisfaction and align with concerned functions to resolve any complaints that may arise.
• Provide banking services/products in a professional manner to Affluent Clients.

• Handled all personal banking responsibilities.
• Achieved assigned targets, in both assets and liabilities, through walk-ins and analyses of new and existing customers’ needs in a transparent and ethical manner.
• Conducted portfolio management by maintaining an active and positive customer relationship to identify potential demand.

• Handled account openings.
• Received checkbook, credit & debit cards, TD and CD requests and forwarded to relevant departments for action.
• Increased customer awareness and ensured service quality by keeping customers informed of the bank’s products and services.

• Conducted market research for clients in different industries, such as the telecommunication and food industries.
• Filtered down consumers economically and communicated with them to discuss products and retrieve feedback.

• Introduced to digital and social media marketing, event organization, market research as well as onsite branding and leasing.
• Held meetings with agencies and assisted in SMS campaign.
• Presented my post-analysis report to the head of marketing.
• Achievements/Tasks