Mohamed Dakroury
Customer Service Executive
Cairo
Summary
Experienced Customer Service Representative with a strong background in financial services, telecommunications, and travel, offering over five years of expertise. Currently supporting Advance and Premier customers at HSBC, addressing complex banking needs, managing accounts, and providing tailored solutions to ensure customer satisfaction. Proficient in handling a wide range of financial services such as loans, credit cards, and account maintenance. Previous roles in technical support and account management with Sutherland Global Services and Expedia Group have honed problem-solving and communication skills. Additionally, has a solid foundation in accounting from time at Istesharat, where credit files, financial statements, and feasibility studies were managed. Now pursuing CFA certification to deepen financial knowledge and make a stronger impact within the industry.
Overview
4
4
years of professional experience
1
1
Certification
Work History
CUSTOMER SERVICE REPRESENTATIVE
HSBC, GSC
1 2024 - Current
- Provide exceptional support to Advance and Premier customers by expertly addressing their inquiries and offering detailed information on various banking products and services.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
ASSOCIATE - ACCOUNT MANAGEMENT
SUTHERLAND GLOBAL SERVICES
07.2023 - 01.2024
- Provided advanced technical support for AT&T customers, addressing complex inquiries and resolving issues to ensure customer satisfaction.
- Consulted with clients after sales and contract signings to resolve problems and provide ongoing support.
- Improved customer satisfaction by efficiently diagnosing and resolving technical issues.
- Utilized diagnostic tools effectively to identify root causes of technical problems accurately and consistently.
- Managed high-pressure situations with professionalism and empathy, leading to increased client trust and loyalty.
SUPPORT PROFESSIONAL
CONCENTRIX
05.2022 - 06.2023
- Advised and arranged customers' trips by coordinating flight, car, and hotel bookings to meet their travel needs.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
ACCOUNTANT
ISTESHARAT
05.2020 - 05.2022
- Assisted in preparing credit files and conducting feasibility studies to support financial decision-making.
- Handled day-to-day accounting processes to drive financial accuracy.
- Documented cash, credit, fixed assets, accrued expenses, and line of credit transactions.
- Gathered financial information, prepared documents, and closed books.
- Verified accuracy, compliance and completeness of team auditing work.
- Leveraged advanced data analytics tools to improve the accuracy and efficiency of financial statement audits.
Education
Bachelor of Science - Global Management
San Diego Global Knowledge University
California, United States 04.2001 -
High School Diploma -
Port Said British School
Zamalek, Cairo 04.2001 -
Skills
Microsoft Excel
Personal Information
- Date of Birth: 07/25/95
- Nationality: Egyptian
Certification
LEVEL I CANDIDATE, Chartered Financial Analyst (CFA) Program
Languages
Arabic
Native language
English
Advanced
C1
Timeline
LEVEL I CANDIDATE, Chartered Financial Analyst (CFA) Program
10-2024
ASSOCIATE - ACCOUNT MANAGEMENT
SUTHERLAND GLOBAL SERVICES
07.2023 - 01.2024
SUPPORT PROFESSIONAL
CONCENTRIX
05.2022 - 06.2023
ACCOUNTANT
ISTESHARAT
05.2020 - 05.2022
Bachelor of Science - Global Management
San Diego Global Knowledge University
04.2001 -
High School Diploma -
Port Said British School
04.2001 -
CUSTOMER SERVICE REPRESENTATIVE
HSBC, GSC
1 2024 - Current
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