Mostafa Mohamed Fahmy

• Resolved 85% of customer issues on the first call, ensuring high customer satisfaction and reduced follow-up needs.
• Maintained accurate records in CRM systems, contributing to a 15% improvement in overall documentation accuracy.
• Increased product engagement by 12% through tailored recommendations of banking products, including loans, and savings accounts.
• Educated over 500 customers monthly on digital banking tools, driving a 25% increase in mobile app usage.
• Handled 40+ daily customer interactions across phone and digital platforms, consistently meeting key performance metrics.
• Collaborated with internal teams to address 90% of complex transaction discrepancies within 24 hours.

• Handled an average of 80+ daily inbound calls, addressing inquiries and resolving issues related to bank accounts, transactions, and services.
• Provided accurate information on banking products, ensuring 100% compliance with bank policies and regulatory requirements.
• Assisted over 300 customers monthly in troubleshooting online banking and mobile app issues, contributing to a 20% increase in customer satisfaction.
• Processed 150+ account updates, balance inquiries, and transaction confirmations weekly, ensuring timely and accurate service delivery.
• Maintained detailed customer records, resulting in a 10% improvement in future customer interaction efficiency.
• Escalated 5% of complex issues to higher departments, ensuring timely resolution and maintaining a 95% customer retention rate.

• Level B2D (Common European Framework of Reference for Languages - CEFR)

• Equivalent to a Master's degree through two Higher Diplomas:

1- Public Law Diploma (2022 – 2023)

2- International Trade and Investment Law Diploma (2023 – 2024).