BPM
Fady Gerges Wanis
Customer Service Representative
Alexandria
Summary
Committed to delivering outstanding service and unparalleled support, I prioritize customer satisfaction. With a deep understanding of customer service best practices, I excel at finding innovative solutions to address their needs effectively. Proficient in utilizing a range of strategies, I strive to provide exceptional service that consistently exceeds expectations.
Overview
6
6
years of professional experience
Work History
Customer Service at Arab Bank
Arab Bank
12.2023 - Current
- Demonstrated a solid understanding of various financial products when assisting customers in choosing appropriate options.
- Implemented effective cross-selling strategies, leading to increased product sales and revenue generation.
- Managed sensitive client data with discretion, adhering strictly to privacy policies and regulatory guidelines at all times.
- Provided personalized financial advice to clients, helping them make informed decisions about their finances.
- Utilized advanced problem-solving skills to resolve challenging customer concerns quickly and effectively.
- Developed strong relationships with clients, fostering trust and loyalty to the bank over time.
- Managed high-volume call center, maintaining exceptional service standards for all customers.
- Facilitated regular team meetings focused on continuous improvement strategies for delivering outstanding customer experiences.
- Enhanced customer satisfaction by efficiently addressing and resolving complex banking issues.
- Conducted thorough account reviews for clients, identifying potential fraud and safeguarding their personal information.
- Played an integral role in achieving branch-wide efficiency gains through process improvements that streamlined workflows.
- Contributed to the development of new products and services tailored specifically to meet changing customer needs.
- Coordinated staff training programs to enhance employee skills and ensure consistent service quality across the team.
- Collaborated with team members to improve overall branch performance and achieve sales goals.
- Maintained up-to-date knowledge of banking regulations and compliance requirements, ensuring accurate processing of transactions.
- Assisted customers in opening new accounts, resulting in the growth of the bank''s customer base.
- Oversaw daily branch operations, consistently meeting or exceeding performance targets and benchmarks.
- Handled escalated customer inquiries, diffusing tense situations while providing exceptional service.
- Streamlined processes for faster transaction times and increased client retention rates.
- Balanced cash drawers accurately each day while adhering closely to established security procedures.
- Maintained friendly and professional customer interactions.
- Assisted customers with banking needs and inquiries.
- Handled various accounting transactions.
- Educated customers on online banking and mobile banking applications.
- Processed wide variety of retail banking transactions for personal and commercial customers.
- Processed applications for new accounts.
- Established rapport with new clients to increase satisfaction and loyalty.
- Cross-sold credit cards, loans and other bank products.
- Performed account maintenance by closing out accounts and changing customer addresses.
- Calculated fees due, interest and change for customer transactions.
- Referred customers to other banking departments for specialized services.
- Counted, verified and handled bank deposits and armored car transactions.
- Received loan and utility payments, sending funds to correct destinations.
- Generated monthly reports on customer activity and customer feedback.
- Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
- Arranged monies received in cash boxes and coin dispensers according to denomination.
- Monitored and verified suspicious activity on customer accounts.
Sales Officer
Abu Dhabi Islamic Bank (ADIB)
08.2021 - 12.2023
- Enhanced customer satisfaction with timely follow-ups and personalized service.
- Responded to customer needs by answering questions and providing detailed information about [Product or Service].
- Cultivated strong relationships, establishing trust and loyalty among clients.
- Boosted sales performance by identifying and targeting high-potential leads.
- Trained junior sales staff, mentoring them on best practices and strategies for success.
- Collaborated with marketing team to develop promotional materials to boost product visibility.
- Enhanced sales operations through development of new sales strategies, cold calling techniques and customer follow-up
- Provided exceptional pre-and post-sales support, ensuring client satisfaction at all stages of the process.
- Implemented cross-selling techniques within the team that significantly increased average transaction value.
- Developed strategic sales plans for achieving revenue growth and exceeding targets.
- Identified and qualified new distributors to increase market share in key territories.
- Researched target market and identified customers' unique needs to suggest suitable products.
- Prepared sales reports with informative graphs and charts to outline key data.
- Investigated competitive landscape to anticipate negative business impacts.
- Participated in regional sales meetings, sharing insights with colleagues and fostering teamwork across departments.
- Supervised, trained and mentored staff of 4 Trainees, resulting in consistent team achievement.
- Recommended and implemented strategic initiatives targeting new business to increase sales 85 %.
- Designed incentive programs for sales staff that motivated them to achieve their targets consistently.
- Gave benefit-oriented, polished presentations driving dramatic revenue growth across multiple sales channels.
- Updated and maintained websites to drive conversion rates as well as business and consumer sales.
- Built relationships with customers and community to establish long-term business growth.
- Communicated product quality and market comparisons by creating sales presentations.
- Implemented systems and procedures to increase sales.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Prepared sales presentations for clients showing success and credibility of products.
- Organized promotional events and interacted with community to increase sales volume.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Increased profit margins by effectively controlling budget and overhead and optimizing product turns.
- Managed accounts to retain existing relationships and grow share of business.
- Drove sales by developing multi-million dollar contract sales.
- Developed compelling presentation decks to gain approval for ideas and communicate results.
- Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
- Collaborated with advertising group to create uniformity between advertising messages and retail incentives.
Senior Sales Representative
Customer Service at First Abu Dhabi Bank (FAB)
04.2019 - 08.2021
- Identified customer needs by asking appropriate, open-ended questions.
- Exceeded sales targets consistently by implementing effective sales strategies and techniques.
- Increased customer satisfaction ratings by successfully resolving challenges.
- Led training sessions for new team members to quickly onboard them into the sales process.
- Increased sales revenue by building and maintaining strong relationships with key clients.
- Developed new territories for expansion, resulting in increased market share.
- Provided timely project management while adhering to budget constraints.
- Developed exceptional interpersonal, speaking, and listening skills from talking with both customers and upper management.
- Acknowledged for achieving 180% increase in sales in 2020, achieving the first rank in Alexandria, Egypt.
- Mentored junior sales representatives, improving overall team performance and productivity.
- Conducted market research to identify potential opportunities for growth within target industries.
- Achieved a consistent record of exceeding quotas by effectively managing time, prioritizing tasks, cultivating a vast network of contacts within the industry.
- Used Microsoft Office Programms to maintain company database with essential account and sales information.
- Drove bottom-line profits by cultivating relations with orthopedic physicians and surgical staff on implants, RF technology and visco-supplementation for pain management.
- Optimized workflow processes and monitored weekly sales to draft reports for continuous improvement planning.
- Attained top-ranking sales performance among peers through persistence, resilience, and strong prospecting skills.
- Strategically managed two of largest packaging accounts.
- Enhanced client loyalty by providing personalized support and addressing concerns promptly and professionally.
- Managed a portfolio of high-profile accounts, delivering exceptional levels of customer satisfaction and account retention.
- Collaborated with cross-functional teams to develop innovative solutions tailored to specific client needs.
- Decreased process lags by properly training employees on preferred sales practices and strategies.
- Continually navigated issues and solved complex strategy problems affecting sales growth and business direction.
- Overcame various obstacles and closed sales on tough deals using strong negotiation and persuasion skills.
- Trained, coached, and mentored new sales associates for maximum performance.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Used POS system to process sales, returns, online orders, and gift card activations.
- Trained new employees on customer service, money handling and organizing strategies.
- Built diverse and consistent sales portfolio.
- Built relationships with customers and community to promote long term business growth.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Developed, maintained and utilized diverse client base.
- Negotiated prices, terms of sales and service agreements.
- Presented professional image consistent with company's brand values.
- Consulted with businesses to supply accurate product and service information.
- Achieved or exceeded company-defined sales quotas.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Recorded accurate and efficient records in customer database.
- Contributed to team objectives in fast-paced environment.
- Set and achieved company defined sales goals.
- Kept detailed records of daily activities through online customer database.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
Education
Bachelor of Arts - Accounting
Faculty of Business, Alexandria University.
Shatby, Alexandria 04.2001 -
Skills
Banking regulations knowledge
Patience and resilience
Data entry proficiency
Complaint Handling
Reliable and Responsible
Effective Communication
Active Listening
Loan Processing
Team building
Attention to Detail
Problem-solving aptitude
Customer Relationship Management
Software
CRM
AS400
Microsoft Office 365
Languages
Arabic
Native language
English
Intermediate
B1
Timeline
Customer Service at Arab Bank
Arab Bank
12.2023 - Current
Sales Officer
Abu Dhabi Islamic Bank (ADIB)
08.2021 - 12.2023
Senior Sales Representative
Customer Service at First Abu Dhabi Bank (FAB)
04.2019 - 08.2021
Bachelor of Arts - Accounting
Faculty of Business, Alexandria University.
04.2001 -
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