Haitham Mohamed Abdelfattah
Sohag
Summary
With a Master of Business Administration ( MBA ) and a Bachelor's degree in Accounting from the Faculty of Commerce - English Section, I have been working in the banking sector for over Seven years, advancing from a Retail Sales Executive to a Customer Service Team Manager at Banque Misr. I have acquired multiple certifications in banking, commercial thinking, and Financing, and I have developed strong analytical, communication, and problem-solving skills. As a Customer Service Manager, I lead a team of corporate and individual customer service representatives to ensure the highest standards of quality and satisfaction for our clients. We have successfully handled complex inquiries, resolved complaints, and increased customer retention and loyalty. I am passionate about delivering excellent customer service and enhancing the customer experience, as well as supporting the growth and development of my team and the organization. I am always eager to learn new skills and explore new opportunities in the field of banking and finance.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Department Manager
Banque Misr
11.2020 - Current
- Improve customer service experience, create engaged customers and facilitate organic growth.
- Take ownership of customers issues and follow problems through to resolution.
- Set a clear mission and deploy strategies focused towards that mission.
- Develop service procedures, policies and standards.
- Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
Corporate Customer Service Representative
Banque Misr
07.2019 - 10.2020
- Managed the issuance of letters of credit, facilitating smooth import and export transactions for corporate clients.
- Assisted in collecting checks and establishing credit limits to enhance clients' investment capabilities.
- Developed strong relationships with corporate clients, ensuring their needs were met efficiently and effectively.
Individual Customer Service Representative
Banque Misr
12.2018 - 06.2019
- Assisted customers with opening, closing, and managing various bank accounts, enhancing customer satisfaction.
- Processed transactions with a focus on accuracy, contributing to a 98% transaction success rate.
- Resolved customer inquiries and complaints, improving service response times by 30%.
- Advised clients on suitable bank products, leading to a 50% increase in product uptake.
Branch Sales Representative
Banque Misr
09.2018 - 11.2018
- Engaged with existing and prospective customers to present and promote bank products and services.
- Conducted thorough needs analysis to tailor solutions that meet customer requirements effectively.
- Fostered strong relationships with clients, ensuring high levels of satisfaction and loyalty.
- Consistently achieved sales targets, contributing to the overall success of Banque Misr.
Education
MBA - Banking and financial support services
The Arab Academy
Sohag, Egypt06.2025
Bachelor's degree - Commerce, Accounting
Suhag University
Sohag06.2015
Skills
- Proficient in computer applications
- Proficient in Windows and MS Office
- Language fluency
- Native Arabic speaker
- Effective in speaking, reading, listening, and writing in English
- Interpersonal skills
- Effective communication abilities
- Knowledgeable in financial processes
- Commitment to ethical standards
- Detail-oriented
- Extensive familiarity with bank's product range
- Addressing customer concerns
- Data-driven communication enhancement
Certification
- Digital competition in financial services (Online Course) | Copenhagen business school – 2023-03-23 till 2023-03-30
- Leadership | Banque Misr – 2023-03-21 till 2023-03-22
- Assertive selling | Banque Misr – 2023-03-19 till 2023-03-20
- Agile leadership | Banque Misr – 2023-03-15 till 2023-03-16
- Design Thinking | Banque Misr – 2023-03-14
- Digital banking Era | Banque Misr – 2023-03-13
- Growth mindset | Banque Misr – 2023-03-12
- Banking Fraud and Counterfeiting | Banque Misr – 2022-08-15 till 2022-08-17
- Advanced Customer Service | Banque Misr – 2022-02-03 till 2022-02-10
- Bank Investment Products | Banque Misr – 2022-01-19 till 2022-01-20
- Bank Retail Products | Banque Misr – 2022-01-17 till 2022-01-18
- Compliance and Governance | Banque Misr – 2021-04-07 till 2021-04-15
- Online banking User guide | Banque Misr – 2019-12-22 till 2019-12-26
- Effective Communication Skills | Banque Misr – 2019-09-02 till 2019-09-05
- Direct Sales Skills | Banque Misr – 2019-03-05 till 2019-03-07
- Letters of Guarantees and Letters of Credit | Banque Misr – 2019-02-17 till 2019-02-21
- Commercial Thinking | Banque Misr – 2019-01-16 till 2019-01-17
- Universal Teller | Banque Misr – 2017-10-24 till 2017-11-03
- Introduction to banking | Banque Misr – 2017-09-10 till 2017-09-21
Social Activities
Team leader, United Nations Habitat (WORLD URBAN FORUM 12) Cairo, 2024-10-25 till 2024-11-09
Timeline
Customer Service Department Manager
Banque Misr
11.2020 - Current
Corporate Customer Service Representative
Banque Misr
07.2019 - 10.2020
Individual Customer Service Representative
Banque Misr
12.2018 - 06.2019
Branch Sales Representative
Banque Misr
09.2018 - 11.2018
MBA - Banking and financial support services
The Arab Academy
Bachelor's degree - Commerce, Accounting
Suhag University
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