Mariam Eshak Agaiby Makary
Assiut
Summary
•Led client onboarding, ensuring seamless account setup and full regulatory compliance.
•Oversaw client bank accounts, managing openings, closings, and transaction monitoring with precision.
•Processed deposits, payments, and withdrawals with efficiency, maintaining 100% accuracy and compliance.
•Resolved client inquiries and complaints swiftly, enhancing satisfaction and loyalty.
•Collaborated with cross-functional teams to optimize client experience and exceed performance targets.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Consumer Banking Officer
Abu Dhabi Islamic Bank
01.2022 - Current
- Onboarded and managed 50+ new client accounts monthly, ensuring a seamless banking experience and improving customer retention
- Processed 200+ financial transactions daily, maintaining 99.9% accuracy and full compliance with banking regulations
- Resolved customer inquiries with an 85% first-call resolution rate, leading to a 20% improvement in client satisfaction
- Prepared financial reports, including budget performance analysis, supporting data-driven decision-making
- Assisted in cross-selling financial products, contributing to a 25% increase in revenue
- Managed high-volume inbound and outbound calls, ensuring timely response and issue resolution
- Identified customer needs and provided tailored banking solutions, enhancing service efficiency
Education
Bachelor’s Degree Of Accounting - Accounting English Section
Commerce Assiut University
Assiut01.2020
Skills
Customer Relationship Management – Essential for maintaining and growing client relationships
Sales and Marketing Expertise – Important for promoting banking products and achieving sales targets
Problem-Solving – Key for resolving client issues efficiently and enhancing customer satisfaction
Credit analysis and risk management
Time management
Proficient in Microsoft Office Suite (Word, Excel, PowerPoint)
Knowledgeable in banking software and systems
▪︎Experienced in Windows XP
▪︎Experienced in Windows 10
Certification
- Principles of Banking, Egyptian Banking Institute, 01/01/18 - 02/01/18
- Consumer Banking Principles, Covers deposit products, lending, and customer service
- Retail Banking Operations, Focus on account management and compliance procedures
- Credit Analysis & Risk Management, Training on credit assessment and mitigation strategies
- Financial Regulation & Compliance, Understanding banking regulations and ethical considerations
- Marketing & Sales in Banking, Strategies for customer acquisition and retention
- Customer Relationship Management (CRM), Enhancing customer satisfaction and loyalty
- Trainee at Bank Misr, 09/01/20
- Trainee at Egyptian Banking Institute & Central Bank, Principles of Banking
- European Union Simulation Model Participant, 01/01/19 - 12/31/20
Languages
English
Arabic
Accomplishments
•Increased customer retention by 35% by delivering exceptional service and proactively addressing client concerns.
•Achieved 120%+ of monthly sales targets by successfully cross-selling credit cards, loans, and investment products.
•Processed over 2,500 transactions per month with 99.9% accuracy, ensuring operational efficiency and regulatory compliance.
•Reduced account setup time by 40%, streamlining onboarding procedures and improving customer experience.
•Led financial literacy workshops, educating 500+ clients on savings, credit management, and investment opportunities.
•Resolved 95% of customer inquiries within the first interaction, improving service efficiency and satisfaction scores.
•Mitigated credit risk by conducting thorough assessments, reducing loan default rates by 15%.
Affiliations
Egyptian Banking Institute (EBI)
Additional Information
●Egyptian Banking Institute (EBI) courses in customer service.
▪︎ Customer Service Excellence – Covers best practices for handling clients, improving communication, and enhancing customer experience.
▪︎ Handling Difficult Customers – Focuses on conflict resolution, de-escalation techniques, and maintaining professionalism under pressure.
▪︎ Effective Communication Skills for Customer Service – Teaches verbal and non-verbal communication techniques, active listening, and persuasive speaking.
▪︎ Retail Banking Service Skills – Provides knowledge on customer service within retail banking, including handling transactions, complaints, and relationship management.
▪︎ Call Center Customer Service – Designed for call center employees, focusing on phone etiquette, complaint handling, and upselling techniques.
▪︎ Complaint Handling and Service Recovery – Teaches strategies to turn negative experiences into positive outcomes, ensuring customer satisfaction.
Timeline
Consumer Banking Officer
Abu Dhabi Islamic Bank
01.2022 - Current
Bachelor’s Degree Of Accounting - Accounting English Section
Commerce Assiut University