Marwa Fareed Abdel Fattah
Cairo,Egypt
Summary
Dynamic and results-driven professional with a strong foundation in sales and service orientation, complemented by exceptional planning, organizing, and prioritizing skills. Demonstrates excellent interpersonal, communication, and negotiation skills, with a proven ability to manage and lead teams effectively. Possesses critical thinking and problem-solving abilities, coupled with digital transformation knowledge and financial management expertise. Known for resilience under pressure and maintaining integrity and ethics in all endeavors. Career goals include leveraging marketing strategies to drive business growth while fostering financial leadership within an organization.
Successful manager equipped to plan, lead and optimize operations for changing landscape. Accomplished in delivering above-expected results while streamlining operations. Ambitious to affect change and bring results in new environment.
Overview
14
14
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Branch Manager
EGBANK
Cairo
01.2022 - 01.2025
- Develop and implement the branch business plan in alignment with consumer banking objectives, in coordination with department heads.
- Drive, manage, and track branch performance to achieve business goals, sales targets, and a high standard of service quality.
- Contribute to business acquisition by marketing and cross-selling the bank’s services and products to existing and potential clients.
- Ensure a high level of customer service, including addressing and resolving customer complaints to maintain satisfaction.
- Fostered a positive work environment, improving overall team morale.
- Spearheaded strategic planning and decision-making processes aligning with mission and stakeholder interests.
Senior Customer Relationship Officer
EG BANK
01.2019 - 01.2022
- Led service level agreement reviews to confirm customer satisfaction.
- Worked closely with sales team to identify upselling opportunities whilst resolving queries.
- Communicated client feedback to leadership teams and identified improvement possibilities.
- Coordinated cross-departmental efforts, resulting in a unified approach towards customer relationship management.
Customer Relationship Officer, Retail banking & Wealth Management
EG BANK
01.2016 - 01.2019
- Conducted regular reviews of client accounts, offering personalized solutions based on individual needs.
- Served as primary point of contact for key accounts providing timely assistance.
- Nurtured positive customer relationships to increase satisfaction and loyalty.
- Monitored statutory and regulatory changes, implementing accordingly for compliant operations.
Senior Insurance Specialist
Allianz
01.2016 - 01.2019
- Company Overview: Egypt
- Egypt
- Advised public, service managers and senior management on insurance-related matters.
- Verified information for renewals and declarations of externally insured policies.
- Supported efficient claims processing by adhering to established processes.
- Attended industry conferences to keep updated on new insurance products and regulatory changes.
Customer Service Representative
ECCO Outsourcing
01.2011 - 01.2016
- Company Overview: for 'palm Hills Project'
- For 'palm Hills Project'
- Advised customers on availability, pricing and location of products.
- Built customer rapport by providing friendly, genuine service, increasing customer retention by [Number]%.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Prepared necessary forms to complete transactions.
Education
BSc - Accounting
Cairo University
Cairo, Cairo Governorate 09.2005 - 09.2009
Skills
- Sales and service orientation
- Planning, organizing and prioritizing skills
- Excellent Interpersonal, communication and negotiation skills
- Ability to manage and lead teams
- Computer literacy
- Critical thinking and problem solving skills
- Executive presence
- Digital transformation knowledge
- Financial management
- Resilience under pressure
- Negotiation proficiency
- Financial leadership
- Integrity and ethics
- Marketing strategies
Languages
English
Advanced (C1)
Arabic
Proficient (C2)
Certification
- Human Resource Management
- Creative Thinking, Zendy
- English for business, British council
- credit course from EBI (Egyptian Bank Institute )
Custom
- Winning the sales contest 2022, EG BANK
- Winning consumer banking contest Prize one, EG BANK
- Winning the grand prize in money 2020 contest, EG BANK
Timeline
Branch Manager
EGBANK
01.2022 - 01.2025
Senior Customer Relationship Officer
EG BANK
01.2019 - 01.2022
Customer Relationship Officer, Retail banking & Wealth Management
EG BANK
01.2016 - 01.2019
Senior Insurance Specialist
Allianz
01.2016 - 01.2019
Customer Service Representative
ECCO Outsourcing
01.2011 - 01.2016
BSc - Accounting
Cairo University
09.2005 - 09.2009
- Human Resource Management
- Creative Thinking, Zendy
- English for business, British council
- credit course from EBI (Egyptian Bank Institute )
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