Nahla Fouad
HBEG Distribution Support (STA)
Cairo
Summary
Goal-oriented individual with a pleasant personality and a tenacity that knows no restrictions. A multitasking Physician Liaison considered highly ambitious, willing to meet or exceed monthly quotas and capable of maximizing brand awareness. Dedicated to enhancing underwriting department operations with an analytical and disciplined approach. Able to work with minimal direction to solve problems, resolve conflicts and respond to customer inquiries and enhance customers' experience
Overview
11
11
years of professional experience
5
5
Certifications
3
3
Languages
Work History
HSBC Learning Courses
HSBC Egypt
02.2015 - Current
- AML (Anti Money Laundering)
- FCC (Financial Crime Compliance)
- Operational Risk and Fraud Management
- Anti-Bribery and Corruption
- Behavioral Coaching
- Global Standards
- Tax Evasion (FATCA)
- BFCC- Building Financial Crime Compliance
- Supporting Customers with enhanced care needs
- Managing Customer Complaints
- Thinking Critically about Financial Crime
HBEG Distribution Support (STA)
HSBC Egypt
09.2023 - Current
- Provide effective support to HSBC Network in daily operations & handling branches’ queries& requests to help improve service & sales being a central point addressing branches’ issues, eliminating inefficiencies & standardizing processes
- Collaborated with cross-functional teams to develop and implement service improvement initiatives
- DRRS Coordinator to network
- Ensure any issues in daily operations in branches are identified, effectively investigated and resolved
- Analyze and circulate branches’ AO rework percentage on monthly basis
- Focal point between banking operations and branches
- HBEG WPB SPOC for GHCS
Premier Relationship Officer
HSBC Egypt
05.2023 - Current
- Achieved sales targets with effective cross-selling of banking products and services to premier clients
- Supporting BMLCO/BMLCM in handling CDD cases
- Partnered with product specialists to deliver comprehensive financial advice across various asset classes and geographies
- Monitored economic trends closely so as to provide updated insights into potential impacts on clients'' investments
- Strengthened client loyalty by consistently delivering timely, accurate, and insightful market information
- Implemented risk mitigation measures in management of premier accounts to protect both bank's interests and those of its valued clients
Sales & Service Officer
HSBC Egypt
8 2022 - 04.2023
- Engaged with customers to build rapport, loyalty and lasting relationships
- Provided positive first impressions to welcome existing, new, and potential customers
- Achieved or exceeded Bank-defined sales quotas
- Drive bank strategy in digital performance and guide customers to use HSBC digital platforms; Website or Application
- Positively attempts to add new businesses to our branch and maintain/restore relations with current companies to grow our branch ranking
- Supporting HSBC new hires in their new journey with HSBC; supporting them with tools and info mandatory to be able to answer customer enquires; mentoring
- Demonstrated adaptability in managing diverse clientele while maintaining a steadfast focus on quality outcomes
Customer Relations and Loyalty Assistant Manager
HSBC GSC
12.2016 - 07.2022
- Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions in their complaints and queries
- Acted as the voice of the customer within the organization, advocating for their needs and expectations to be met across all levels
- Collaborating with Customer Experience Team in handling social media and Central Bank cases to mitigate any reputational damage
- Working with Customer Experience team and action parties to reach the bank's common goal
- Collaborated with the management team to develop strategic plans for business growth and improvement
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments
- Implemented staff training programs, enhancing product knowledge and improving customer service skills
- Established strong rapport with customers through active listening, empathy, and clear communication skills
- Collaborated with cross-functional teams to resolve complex customer issues in a timely manner
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Got the Customer at the heart award while being in the contact center
Premier Customer Service Executive
HSBC GSC
02.2015 - 11.2016
- Served Premier customers in UAE, Qatar, Bahrain, Oman, and Lebanon
- Became the second line to my Team Manager and quality deputy in the Premier team
- Provided support to the manager in the planning and executing of all complex activities and tasks
- In charge of managing operation in the absence of the manager
- Joined the Knowledge Management team who was assisting in Knowledge Management deployment
- Member of Rectification team, validating errors and assisting HBME to reduce the number of errors
- Selected to be a GURU and Co-trainer at HSBC GSC
- Mentor on new Premier and UAE batches
- Trainer to new UAE & Premier batches and gave PB cross training to PIB queue
OFFSHORE CUSTOMER SERVICE EXECUTIVE
Xceed, Du, Emirates Integrated Telecommunications Company (EITC)
08.2013 - 02.2015
- Handled offshoring outbound campaigns for Du Telecom Company in UAE, aiming for customer satisfaction and up-selling
- Handled tasks of customer complaints and FCR surveys, in addition to acting as one of the delegates with the responsibility of the team performance by achieving the monthly target
- Nominated to participate as one of the retention team who has the responsibility for retaining the customers and convincing them not to deactivate their lines
- Promoted to peermentor with tasks to teach the trainees how to use the acquired knowledge and information while training in a practical way and how to use the system.
Education
Faculty of Mass Communication, Radio & TV Department (Arabic Section)– Cairo University
Egypt2013
Skills
MS skills (word, excel and PowerPoint)
Internet and multimedia
Customer service skills
Researching skills
Stakeholder Relations
Training facilitation
Employer Engagement
Performance Evaluations
Staff Training
Relationship Building
Active Listening
Attention to Detail
Goal Setting
Multitasking
Training Materials Development
Problem-solving abilities
Written Communication
Task Prioritization
Certification
General English Certificate from the American university in Cairo. (Advanced degree)
Additional Information
Date of birth: 6th February, 1993
Nationality: Egyptian
Military Status: Married
Extracurricular Activities
Worked as an assistant director and in (Sayad El-Ham Film) -semi documentary film. Worked as a founder and coordinator in A student activity in Cairo university which called MTM (Methods To Media )
Timeline
HBEG Distribution Support (STA)
HSBC Egypt
09.2023 - Current
Premier Relationship Officer
HSBC Egypt
05.2023 - Current
Customer Relations and Loyalty Assistant Manager
HSBC GSC
12.2016 - 07.2022
HSBC Learning Courses
HSBC Egypt
02.2015 - Current
Premier Customer Service Executive
HSBC GSC
02.2015 - 11.2016
OFFSHORE CUSTOMER SERVICE EXECUTIVE
Xceed, Du, Emirates Integrated Telecommunications Company (EITC)
08.2013 - 02.2015
Sales & Service Officer
HSBC Egypt
8 2022 - 04.2023
Faculty of Mass Communication, Radio & TV Department (Arabic Section)– Cairo University