Power BI
Mostafa Mohamed Hemdan
Customer Service Manager & Head Of Microfinance Team
Giza
Summary
Customer Service Manager with over 13 years of experience in the banking sector, specializing in customer service, credit analysis, and financial management. Proven track record of leading and managing teams to achieve outstanding customer service and satisfaction. Skilled in handling customer inquiries, resolving issues, and implementing strategies to enhance service quality. Strong analytical and problem-solving skills with a focus on achieving and exceeding targets. Excellent communication and interpersonal skills, with the ability to build and maintain strong relationships with clients and colleagues. Seeking a challenging role in a dynamic organization where I can utilize my skills and experience to contribute to the company's success. Holds a Ph.D. in Finance and Investment, with certifications in leadership and management, retail and digital banking, and financial modeling. Fluent in English and Arabic, with a valid Egyptian driver's license.
Overview
14
14
years of professional experience
36
36
Certifications
2
2
Languages
Work History
Customer Service Manager
Banque Misr
12.2020 - Current
- Leading and managing the customer service team to ensure outstanding service and customer satisfaction.
- Implementing strategies to enhance and improve internal processes.
- Developing advanced knowledge in corporate finance, credit analysis, and risk assessment.
- Learning to evaluate corporate financial statements and creditworthiness effectively.
- Lead and coach the customer service team to deliver exceptional service and meet branch objectives.
- Monitor team performance and implement development plans to boost productivity.
- Drive continuous process improvement and align service operations with bank policies.
Banking Services Manager
Banque Misr
07.2020 - 12.2020
- Fostered a positive work environment to boost employee morale, leading to increased staff retention rates within the department.
- Collaborated closely with other departments to deliver seamless integration of banking services for customers across multiple platforms.
- Oversaw daily branch operations, ensuring accuracy and efficiency in all services.
- Supervised and mentored staff to enhance performance and client satisfaction.
- Ensured compliance with banking policies and quality standards.
- Resolved operational challenges and supported the achievement of branch targets.
Head of Microfinance Team
Banque Misr
11.2017 - 04.2020
- Directed microfinance initiatives, expanding access to financial products for small clients.
- Evaluated and approved loan applications in coordination with credit and risk teams.
- Guided team members through training, supervision, and performance reviews.
- Prepared analytical reports and monitored portfolio performance and repayment rates.
Microfinance Credit Specialist
Banque Misr
05.2016 - 01.2017
- Evaluating and analyzing credit applications.
- Conducting risk assessments and making credit recommendations.
- Monitoring and managing credit portfolios.
- Ensuring compliance with credit policies and procedures.
- Collaborating with other departments to ensure seamless service delivery.
Banking Services Specialist
Banque Misr
08.2014 - 02.2015
- Developed strong relationships with clients, fostering trust and loyalty through exceptional service delivery.
- Streamlined service processes for increased efficiency and improved customer experiences.
- Established solid partnerships with key stakeholders throughout the organization to ensure seamless service delivery and alignment with company objectives.
- Coordinated with suppliers to secure cost-effective inventory contracts while maintaining high-quality standards for all products/services provided.
Receptionist
Banque Misr
10.2012 - 05.2014
- Greeted incoming customers professionally and provided friendly, knowledgeable assistance.
- Responded to inquiries from customers seeking information.
- Resolved customer problems and complaints.
- Confirmed appointments, communicated with clients, and updated client records.
Customer Service Specialist
Banque Misr
05.2012 - 10.2012
- Assisting customers with inquiries and banking transactions.
- Handling customer requests for information, credit cards, retail loans, and account opening/closing.
- Providing excellent customer service and support.
Accounting and Finance Specialist
Sohag Teaching Hospital
01.2012 - 05.2012
- Managing hospital financial transactions.
- Preparing financial reports and statements.
- Conducting financial analysis and making recommendations.
Education
Ph.D. - Business Administration, Finance & Investment
Ain Shams University
Cairo, Egypt11-2024
Master of Science - Business Administration
Helwan University
Cairo, Egypt 04.2001 -
MBA - Financial Management
Arab Academy For Management, Banking And Financial Sciences
Cairo, Egypt 04.2001 -
Bachelor of Science - Commerce
Sohag University
Sohag, Egypt 04.2001 -
Skills
Communication
Teamwork
Problem-solving
Adaptability
Leadership
Customer relationship management (CRM)
Training and mentoring
Project management
Quality assurance
Excellent time management skills
Regulatory compliance
Training and coaching
Certification
Corporate Finance and Valuation Methods Examination Certificate, EBI & NYIF
Additional Information
Research Works
- Determinants of Stock Returns Using the Fama and French Three-Factor Model in Egypt https://search.mandumah.com/Record/1509679
- Predicting Stock Returns Using the Egyptian Adaptation of the Fama and French Five-Factor Model https://search.mandumah.com/Record/1509689
- Testing Weak-Form Market Efficiency in MENA Equity Markets: Evidence from Traditional Econometrics and Machine Learning Approaches https://papers.ssrn.com/sol3/papers.cfm?abstract_id=6072765
Software
STATA
SPSS
Microsoft Visual Studio
MS Office
Refinitiv Workspace
Eikon System
Timeline
Corporate Finance and Valuation Methods Examination Certificate, EBI & NYIF
02-2026
Core Credit Examination, EBI & NYIF
12-2025
How to Manage Like a Pro, Dale Carnegie Training
11-2025
Financial Accounting Certificate, EBI & NYIF
07-2025
Understanding Bond Market Pricing and Conventions, United Latino Students Association
10-2024
Excel Master Advanced plus Level Program, Skills Bank
05-2024
Effective Leadership and Management, AR Management ConsultantsSkills
05-2024
Agile and Growth Mindset, EDGE Consultants
05-2024
Design Thinking, Brainquil
05-2024
International Certificate in Retail and digital Banking, LIBF MENA
07-2023
Investment Banking and Markets (INVB), LIBF MENA
02-2023
International Banking & Finance Certificate - Intermediate (IBCI), LIBF MENA
11-2022
Talent Activator, Brainquil
09-2022
Lead Yourself & Others, AR Management Consultants
08-2022
Tango Business Simulation, Celemi
08-2022
International Banking & Finance Certificate - Foundation, LIBF MENA
03-2022
Agile Foundations, LinkedIn
09-2021
IELTS (International English Language Testing System), British Council
07-2021
EF Level 14 - Upper Intermediate - CEFR Level B2, EF Language Abroad
06-2021
Middle Management Course, Banque Misr
01-2021
Advanced Banking Fundamentals - IDL, Egyptian Banking Institute
01-2021
Customer Service Manager
Banque Misr
12.2020 - Current
Agile Project Management and Scrum Fundamentals, Vodafone
10-2020
7 Habits of Highly Effective People Course, FranklinCovey
09-2020
Banking Services Manager
Banque Misr
07.2020 - 12.2020
Fintech and Block Chain, Teknolojia
02-2020
Financial Development Course, Banque Misr
02-2020
Work Quality and Accuracy, LOGIC Training & HR Development
08-2019
Train of the Trainers, Cortex Consultants LLC
07-2019
Head of Microfinance Team
Banque Misr
11.2017 - 04.2020
Analytical Thinking for problem Solving and Decision Making, WEST GATE CONSULTANTS
10-2017
Microfinance Credit Specialist
Banque Misr
05.2016 - 01.2017
Effective Communication Skills, Dale Carnegie Training
04-2015
Banking Services Specialist
Banque Misr
08.2014 - 02.2015
Bank Credit Products, The Arab Academy For Management, Banking And Financial Sciences
06-2014
Receptionist
Banque Misr
10.2012 - 05.2014
Basic of Bank Operations, The Arab Academy For Management, Banking And Financial Sciences
07-2012
Customer Service Specialist
Banque Misr
05.2012 - 10.2012
Accounting and Finance Specialist
Sohag Teaching Hospital
01.2012 - 05.2012
MCIT Professional Training: Database Development and administration, Raya Academy
10-2011
Administrating and Automating Microsoft SQL Server 2005 Databases and Servers, Raya Academy
10-2011
Developing Web Applications Using Microsoft Visual Studio 2008, Raya Academy
10-2011
Presentation Skills, Managing Time, Surviving Stress, and Project Management, WESTWOOD MISR
02-2011
EDUEGYPT PROGRAM: Soft Skills & Business English, New Horizons CLC | NH Northeast
09-2009
Master of Science - Business Administration
Helwan University
04.2001 -
MBA - Financial Management
Arab Academy For Management, Banking And Financial Sciences
04.2001 -
Bachelor of Science - Commerce
Sohag University
04.2001 -
Ph.D. - Business Administration, Finance & Investment
Ain Shams University