Wafaa Ali Abd El-Kader Ali
Giza
Summary
Seeking a challenging position in the field of Financial Management and Banking with a progressive organization whereby I can utilize my educational, personal and communication skills, and ensure my self-advancement & development.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
Work History
Acting Team Leader in Front Office Unit
National Bank Of Egypt
01.2021 - Current
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Maintained database systems to track and analyze operational data.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Developed effective improvement plans in alignment with goals and specifications.
- Held weekly team meetings to inform team members on company news and updates.
- Coordinated resources effectively to meet project deadlines and achieve desired results.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
Back Office Complaints Representative
National Bank Of Egypt
09.2019 - 12.2020
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
Platinum Customer Service Representative
National Bank of Egypt
06.2017 - 08.2019
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Cross-trained and provided backup support for organizational leadership.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and banking information.
Customer Service Representative
National Bank of Egypt
01.2016 - 05.2017
- Educated customers about billing, payment processing and support policies and procedures.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Education
Bachelor of Tourism Studies - Tourism Studies, English
Fayoum University
01.2011 - 04.2015
Skills
Microsoft Word
Power Point
Outlook
Internet Navigation and Browsing
Self Motivation
Coaching and Mentoring
Active Listening
Team building
Additional Information
Delegate Tasks, Ability To Meet Deadlines, Multi-tasking Abilities, Relationship Building, Strong Sales Capability, Willingness to Learn
Activities
- Open Days: Organization Committee
- Freshman Year Event: Organization Committee
- Graduation Ceremony: Organization Committee
Languages
Native, Excellent (communication, writing and reading), Good
Personal Information
Date of Birth: 11/12/1992
Training
- 2014, Self-Planning and Communication Skills, Fayoum University, 15 Hours
- 2013, Problem Solving and Decision Making, Fayoum University, 15 Hours
- 05/01/2015, 09/10/2015, HR Administrator, Raya Contact Center
- 07/01/2014, 08/31/2014, Public Relations Internship, Cairo International Airport
- 07/01/2012, 08/31/2012, Public Relations Internship, Cairo International Airport
Timeline
Acting Team Leader in Front Office Unit
National Bank Of Egypt
01.2021 - Current
Back Office Complaints Representative
National Bank Of Egypt
09.2019 - 12.2020
Platinum Customer Service Representative
National Bank of Egypt
06.2017 - 08.2019
Customer Service Representative
National Bank of Egypt
01.2016 - 05.2017
Bachelor of Tourism Studies - Tourism Studies, English
Fayoum University
01.2011 - 04.2015