KARIM HAMDY MOHAMED GABER
Port Said
Summary
Results-driven Customer Service and Banking professional with over 10 years of comprehensive experience in customer service leadership, team supervision, service quality enhancement, and operational process improvement. Proven ability to lead high-performing frontline teams, improve customer satisfaction scores, monitor and achieve KPIs, and ensure strict compliance with policies in regulated environments. Holds an MBA with a strong focus on operational excellence, stakeholder communication, and continuous improvement methodologies.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Banking Officer
Banque De Caire
2023.03 - Current
- Lead customer service teams in delivering tailored mortgage solutions aligned with customer financial needs.
- Manage complex customer cases, ensuring timely resolution while maintaining high satisfaction levels.
- Collaborate with cross-functional teams to streamline processes, reduce turnaround time, and enhance service quality.
- Spearhead process improvement projects aimed at optimizing the end-to-end customer journey.
Senior Banking Supervisor – Retail Banking
Banque De Caire
2016.01 - Current
- Lead customer service teams in delivering tailored mortgage solutions aligned with customer financial needs.
- Manage complex customer cases, ensuring timely resolution while maintaining high satisfaction levels.
- Collaborate with cross-functional teams to streamline processes, reduce turnaround time, and enhance service quality.
- Spearhead process improvement projects aimed at optimizing the end-to-end customer journey.
Teller & Operations Department
Banque De Caire
2020.10 - 2023.03
- Oversaw daily banking operations with a focus on accuracy, compliance, and efficiency.
- Supported frontline staff during peak periods to maintain consistent service delivery.
- Identified operational gaps and implemented corrective actions to improve service performance.
Customer Service Department
Banque De Caire
2017.07 - 2020.09
- Provided end-to-end customer support across diverse banking products and services.
- Mentored and coached junior staff through daily supervision and hands-on training.
- Resolved escalated customer complaints effectively while upholding service standards.
- Promoted banking products to increase customer engagement and product adoption.
Education
Master of Business Administration (MBA) - undefined
Arab Academy for Management, Banking & Financial Sciences
01.2022
Bachelor of Commerce - Accounting
Port Said University
01.2013
Skills
Technical Skills
Customer Service Leadership, Team Coaching & Performance Management, Customer Experience (CX) Design, Complaint Resolution, Service Quality & KPI Monitoring, Operational Excellence, Process Improvement, Stakeholder Communication, Reporting & Analytics, Compliance & Policy Adherence
Software Skills
MS Office Suite, Banking Software Systems, CRM Platforms, Data Reporting Tools
Personal Skills
Leadership, Strategic Problem-Solving, Effective Communication, Coaching & Mentorship, Adaptability, Attention to Detail
Certification
- World Class Customer Service & Sales
- Business Etiquette & Professional Communication
- Anti-Money Laundering (AML)
- Operational Risk Management
- Digital Transformation
- ICDL Certification
- FinTech and Financial Inclusion Certificate
LANGUAGES
Arabic: Native
English: Fluent
Accomplishments
- Facilitated team onboarding, training, and ongoing performance monitoring to ensure readiness and productivity.
OBJECTIVE
To leverage over a decade of customer service leadership and banking operations experience in a challenging managerial role where I can contribute to enhancing customer experience, driving team performance, and achieving organizational excellence through continuous improvement and strategic oversight.
Timeline
Senior Banking Officer
Banque De Caire
2023.03 - Current
Teller & Operations Department
Banque De Caire
2020.10 - 2023.03
Customer Service Department
Banque De Caire
2017.07 - 2020.09
Senior Banking Supervisor – Retail Banking
Banque De Caire
2016.01 - Current
Master of Business Administration (MBA) - undefined
Arab Academy for Management, Banking & Financial Sciences
Bachelor of Commerce - Accounting
Port Said University