Omar Khaled
product support specialist
Cairo
Summary
Skilled team player with a strong background in banking environments, Works well independently to handle assignments and is always ready to go beyond basic assignments. Quick learner with good computer abilities.
Overview
7
7
years of professional experience
2
2
Certifications
Work History
Product Support Specialist
Banque Misr
New Cairo, Cairo Governorate
01.2020 - Current
- Responsible for handling customers' inquiries related to debit and prepaid cards through different channels.
- Perform daily tasks and handle raised tasks with different
departments related to debit and prepaid services. - Perform UAT over new products and services related to debit , prepaid and Fintech Cards on test and pilot environment .
- Set specifications and perform UAT for new CMS system and updates, factoring in input from management, staff, and users.
- Follow day-to-day operations related to open and in-progress
tasks to ensure continuity of work and meet the required SLA. - Test all fixes received from the vendor over the test environment to ensure the issue has been resolved to maintain the best performance .
- Developing task procedures to fit the work system Monitoring system behavior to report any upcoming issues to the department to deliver the best customer experience
- Enhance approval rates to meet the MRA of VISA and MC.
Maintain updated customized debit and prepaid services. - Report any risks that may affect customer experience by
escalating to the direct manager & appropriate departments .
Retention Specialist
Banque Misr
New Cairo, Cairo Governorate
07.2018 - 01.2020
- Contact clients who have issues or questions about credit cards and services.
- Gathering information from customer feedback and complaints and working to resolve them.
- Monitoring customer retention through reports.
- Analyze customer data to identify retention trends
Call Center Representative
Bank Audi
12.2017 - 06.2018
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the Bank.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Education
Accounting Department, English Section
Faculty of Commerce, Ain Shams University
2017
Skills
Technical Skills :
- Microsoft office
- CMS Systems ( oasis - hps - cortex )
- SIEBEL System
- Loyalty Systems
Personal Skills :
- Quick learner & harder worker
- Multitasking
- Time Management
- Excellent Communication
- Active Listening
Languages
Arabic
English
Certification
Principles of Banking Certificate , Egyptian Banking Institute
Timeline
Principles of Banking Certificate , Egyptian Banking Institute
02-2020
Product Support Specialist
Banque Misr
01.2020 - Current
Communication Skills Training, Banque Misr
07-2019
Retention Specialist
Banque Misr
07.2018 - 01.2020
Call Center Representative
Bank Audi
12.2017 - 06.2018
Accounting Department, English Section
Faculty of Commerce, Ain Shams University
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