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Mohamed Mohamed Shams
Banker
Cairo
Summary
Dynamic professional with a proven track record at Banque Misr, excelling in customer relations and CRM software proficiency. Spearheaded digital transformations and enhanced sales strategies, leading to significant revenue growth and customer satisfaction. Skilled in negotiation tactics and staff training, adept at fostering client loyalty and driving market trends.
Overview
12
12
years of professional experience
3
3
Languages
Work History
Sales and Service Representative
Banque Misr
Tanta, GH
07.2023 - Current
- Implemented upselling techniques to capitalize on existing client relationships for increased revenue generation.
- Managed key accounts effectively by proactively addressing concerns or issues, ensuring high levels of customer retention and satisfaction.
- Drove team revenue totals by bringing in top sales numbers.
- Increased customer satisfaction by providing knowledgeable assistance and addressing their needs promptly.
- Managed approximately 30 incoming calls, emails and faxes per day from customers.'
Digital Change Manager
Banque Misr
08.2021 - 07.2023
- Oversaw change management efforts to support implementation of critical initiatives driving technology, process and culture changes.
- Led teams through complex transformations, providing guidance and support throughout the process.
- Partnered with business teams to understand needs and mitigate potential problems.
- Ensured compliance with regulatory standards while executing change management activities.
- Facilitated workshops and training sessions to equip staff members with tools necessary for successful adaptation during periods of transition.
- Reduced resistance to change by employing empathetic communication and understanding the concerns of employees affected.
- Increased stakeholder satisfaction by effectively communicating changes, ensuring minimal disruption to daily operations.
- Collaborated with senior leaders to align change initiatives with strategic objectives.
- Developed training materials and resources for smooth transitions during organizational changes.
Sales and Service Representative
Banque Misr
Tanta, Gharbia
01.2016 - 08.2021
- 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.
- Responded to customer requests for products, services, and company information.
- Implemented upselling techniques to capitalize on existing client relationships for increased revenue generation.
- Monitored sales pipeline closely to identify any bottlenecks or obstacles hindering progress towards reaching quarterly targets.
Teller
Banque Misr
Tanta, Gharbia
01.2014 - 12.2016
- Processed customer transactions promptly, minimizing wait times.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
- Maintained up-to-date knowledge of bank products, services, promotions, policies, regulations to better assist customers with their financial needs.
- Improved customer satisfaction by providing efficient and accurate transaction processing.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
Credit Analyst
Mashreq Bank
01.2013 - 12.2013
- Assessed credit risk and analyzed financial statements.
- Analyzed customer data such as financial statements to determine level of risk involved for extending credit.
- Analyzed credit scores to determine borrowers' creditworthiness.
- Attended credit-related training and conferences to stay informed about industry trends and developments.
- Gathered loan documentation for underwriting.
Education
Bachelor of Science - Accounting
Tanta University
Tanta,Egypt 04.2001 -
Skills
Goal oriented
CRM software proficiency
Sales consultation
Customer relations
Customer needs assessment
Sales forecasting
Performance tracking
Customer service
Negotiation tactics
Market trends
Staff training
Interests
Traveling
Painting
Listening to soft music
Timeline
Sales and Service Representative
Banque Misr
07.2023 - Current
Digital Change Manager
Banque Misr
08.2021 - 07.2023
Sales and Service Representative
Banque Misr
01.2016 - 08.2021
Teller
Banque Misr
01.2014 - 12.2016
Credit Analyst
Mashreq Bank
01.2013 - 12.2013
Bachelor of Science - Accounting
Tanta University
04.2001 -
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