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Kariman Ahmed Mahmoud
Senior Operation Banker
Cairo
Summary
Experienced banking professional with superior attention to detail and highly ethical nature. Dedicated to maintaining optimal security and customer satisfaction while meeting ambitious team targets. Well-versed in industry regulations and asset protection strategies.
Dynamic and adaptable, passionate individual committed to excellence in all endeavors. Skilled in problem-solving and communication, Thrive in diverse environments, consistently seeking new challenges and learning opportunities. Have a collaborative spirit and positive attitude which enables to contribute effectively in any team setting.
Overview
11
11
years of professional experience
2
2
years of post-secondary education
Work History
Banker Grade A
National Bank Of Egypt
Cairo, C
04.2022 - Current
- Spearheaded community outreach initiatives to establish strong connections with local organizations and promote bank''s commitment to social responsibility.
- Streamlined operations, implementing efficient processes to improve overall productivity and performance by getting aver 100 to 200 customer requests per day .
- Enhanced bank profitability by effectively cross-selling various financial products and services.
- Leveraged advanced analytical tools to assess portfolio performance, making informed recommendations for adjustments as needed
CRM Adminstrator
National Bank Of Egypt
03.2021 - Current
- Established strong relationships with CRM vendors, ensuring timely access to essential technical assistance and support resources.
- Continuously monitored system performance levels while making necessary adjustments as needed for highly efficient operations.
- Collaborated with cross-functional teams to implement CRM customizations, resulting in enhanced user experience and productivity.
- Contributed to strategic planning discussions by providing expert guidance on best practices surrounding CRM administration and management.
- Played key role in selection and implementation of new CRM software by participating in vendor evaluation, testing, and decision-making processes.
- Ensured data accuracy within CRM system, leading to improved decision-making and targeted marketing strategies.
- Diagnosed and resolved hardware and software issues.
- Assisted in maintaining high security standards through implementing proper protocols that protected sensitive customer data
Customer Protection Team Member for Complaints
National Bank Of Egypt
01.2020 - 03.2022
- Increased customer satisfaction with prompt and accurate responses to inquiries, addressing concerns, and resolving issues.
- Managed multiple projects simultaneously by prioritizing tasks effectively and adjusting workload as necessary to meet deadlines.
- Optimized workflows with proactive problem-solving and process improvements that streamlined day-to-day operations.
- Gained recognition for delivering excellent customer service through active listening, empathetic communication, and timely resolution of concerns.
Operation Officer at National Bank of Egypt Call C
National Bank Of Egypt
03.2015 - 03.2022
- Fostered a culture of continuous improvement by encouraging staff to identify areas of opportunity and propose solutions.
- Utilized data-driven decision-making techniques to inform strategic planning processes and measure progress towards goals.
- Maintained strict adherence to industry regulations, minimizing risk exposure for the organization.
- Drove innovation within the department by promoting creative thinking and supporting new initiatives.
Customer Care and Technical Support for Electronic
National Bank Of Egypt
01.2018 - 01.2020
- Boosted team morale by actively participating in group discussions, contributing ideas, and supporting colleagues'' professional growth.
- Maintained detailed records of all customer interactions, ensuring accurate documentation for future reference or escalation needs.
- Continuously updated personal technical expertise through self-study, webinars, workshops, and industry conferences.
- Streamlined support processes by developing comprehensive troubleshooting guides and resources.
- Proactively identified potential areas of concern within the organization''s technology infrastructure that could impact user experiences negatively.
Customer Care for Smart Wallets at National Bank O
National Bank Of Egypt
01.2016 - 01.2018
- Demonstrated excellent multitasking abilities by simultaneously managing multiple client inquiries and maintaining accurate records of all transactions.
- Assisted in the development of training materials to improve team performance and customer service skills.
- Enhanced client retention by providing personalized financial solutions tailored to individual needs.
- Assisted management in the implementation of new processes and systems, providing valuable feedback for optimization.
- Collaborated with colleagues to identify areas of improvement in processes, contributing to increased efficiency within the department.
Assist Team and Training Team Member
National Bank Of Egypt
01.2014 - 03.2015
- Enhanced team efficiency by sharing best practices and continuously updating internal knowledge base.
- Collaborated with cross-functional teams to address recurring customer issues and implement long-term solutions.
- Assisted in onboarding new hires, providing training materials and mentorship on company policies and procedures.
Customer Service Representative
National Bank of Egypt
11.2012 - 01.2014
- Worked as customer service representative
- Streamlined call center processes for improved efficiency and reduced wait times.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Quality Assurance
National Bank of Egypt
01.2013 - 01.2014
- Managed quality assurance initiatives.
- Inspected meat to perform quality assurance checks.
- Maintained quality assurance and customer satisfaction objectives to get clear data and reach 100% of accuracy .
- Collaborated with 30 members quality assurance teammates
Education
Bachelor of Accounting - Arabic Section -
Ain Shams University
Egypt 01.2008 - 05.2009
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Ain Shams University
Grant by the Ministry of Communications and Information Technology - undefined
ICDL from Virgi Tech - undefined
06.2010 - 05.2010
TOEFL Exam - Language
AUC
Cairo 01.2010 - 08.2010
Complete English Course from Berlitz Egypt - undefined
Skills
Communication & Business Skillsundefined
Current Job
Banker grade A, National Bank of Egypt, Operation Department, Main branch, Cairo, Egypt, Performed transfers between customers' accounts, supervised customers' complaints, observed customers' requests and applications, followed up on returned applications, analyzed targets for colleagues, conducted workload assessments, and devised new operational processes.
Training
07/2007, Bank Misr, Audit Department
Interests
Travilling
Timeline
Banker Grade A
National Bank Of Egypt
04.2022 - Current
CRM Adminstrator
National Bank Of Egypt
03.2021 - Current
Customer Protection Team Member for Complaints
National Bank Of Egypt
01.2020 - 03.2022
Customer Care and Technical Support for Electronic
National Bank Of Egypt
01.2018 - 01.2020
Customer Care for Smart Wallets at National Bank O
National Bank Of Egypt
01.2016 - 01.2018
Operation Officer at National Bank of Egypt Call C
National Bank Of Egypt
03.2015 - 03.2022
Assist Team and Training Team Member
National Bank Of Egypt
01.2014 - 03.2015
Quality Assurance
National Bank of Egypt
01.2013 - 01.2014
Customer Service Representative
National Bank of Egypt
11.2012 - 01.2014
ICDL from Virgi Tech - undefined
06.2010 - 05.2010
TOEFL Exam - Language
AUC
01.2010 - 08.2010
Bachelor of Accounting - Arabic Section -
Ain Shams University
01.2008 - 05.2009
undefined
Ain Shams University
Grant by the Ministry of Communications and Information Technology - undefined
Complete English Course from Berlitz Egypt - undefined
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