Somaia Hossam
Banker
Cairo,Egypt
Summary
Strategic-thinking individual experienced in turning low-performing organizations into top revenue producers. Offering engaging and pleasant personality with expertise improving customer relationships.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Innovative technology professional with several years of diverse experience. Skilled in enhancing systems and aligning technical solutions with business objectives. Proven success in leading projects from start to finish and contributing to organizational growth and success.
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
15
15
years of professional experience
3
3
Certifications
2
2
Languages
Work History
Director of Analysis, Internal Control Sector
Banque Misr
02.2021 - Current
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
- Improved project efficiency with strategic planning, resource allocation, and time management practices.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.
- Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Facilitated cross-functional collaboration for improved decision-making processes within the organization.
- Proactively identified potential risks and implemented mitigation strategies to minimize negative impacts on projects or business operations.
- Trained and guided team members to maintain high productivity and performance metrics.
- Reported issues to higher management with great detail.
- Reduced operational risks while organizing data to forecast performance trends.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Support Manager
Vip Department at Banque Misr
01.2020 - 02.2021
- Managed specialist team to provide technical assistance and customer service.
- Coached employees through day-to-day work and complex problems.
- Reduced customer complaints by implementing proactive troubleshooting strategies and preventive measures.
- Collaborated with other teams to identify and resolve customer issues quickly and professionally.
- Created detailed reports on team performance, identifying areas of strength as well as opportunities for improvement.
- Developed and maintained relationships with customers to enhance customer satisfaction.
- Created, prepared, and delivered reports to various departments.
- Managed daily operations to ensure smooth functioning of the support department.
- Prepared employee schedules for maximum coverage during key hours.
- Developed and implemented procedures for responding to customer inquiries and resolving technical issues.
- Created and implemented maintenance plans for customer accounts to secure customer satisfaction and reliability.
- Coordinated onboarding activities for new hires, facilitating seamless integration into the existing support team structure.
- Collaborated with sales and marketing teams to align support services with promotional activities.
- Reduced response time to customer inquiries, streamlining communication channels and workflow processes.
- Coordinated with product development teams to relay customer feedback, influencing future product enhancements.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Internal Co
Branches of Bank Misr
11.2015 - 12.2019
- Updated the company''s style guide as needed, ensuring consistency of tone and voice across all communication materials.
- Maintained a detailed editorial calendar for all internal communications projects, ensuring timely delivery of high-quality materials without missed deadlines or overlaps in coverage areas.
- Developed strong relationships with stakeholders throughout the organization in order to gain insight into their specific communication needs and preferences.
- Provided valuable support during times of organizational change by helping develop clear messaging and facilitating transparent communication among team members.
Teller
Bank Misr
01.2012 - 11.2015
- 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.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Improved customer satisfaction by providing efficient and accurate transaction processing.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
Customer Service Representative
Bank Misr
06.2009 - 01.2012
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
Education
Bachelor Of Commerce English Section - Foreign Trade
Elnokrashy Language School
Hadayek Elkoba07.2008
Skills
Agile Methodologies
Certification
Certified ScrumMaster, Scrum Alliance, 06/01/06
Publications
- The Enterprise and Scrum,Microsoft Press
- Software in Thirty Days, Wiley Press
Timeline
Forgery and counterfeiting
11-2024
Director of Analysis, Internal Control Sector
Banque Misr
02.2021 - Current
Support Manager
Vip Department at Banque Misr
01.2020 - 02.2021
Internal Co
Branches of Bank Misr
11.2015 - 12.2019
Teller
Bank Misr
01.2012 - 11.2015
Customer Service Representative
Bank Misr
06.2009 - 01.2012
Certified ScrumMaster, Scrum Alliance, 06/01/06
Risk-based control
Bachelor Of Commerce English Section - Foreign Trade
Elnokrashy Language School
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