Wafaa El Sherbiny
Governmental Accounts Manager
October,Sheikh Zayed
Summary
Dedicated Governmental Account Manager with proven history of integrity, accuracy and efficiency within the bank industry. Eager to apply the gained knowledge acquired over 23 years of industry experience to add value.
Overview
23
23
years of professional experience
2
2
years of post-secondary education
2
2
Languages
Work History
Governmental Accounts Manager
ABC Bank
06.2023 - Current
- Maximized revenue through strategic upselling of products or services to existing clients.
- Conducted regular account reviews with clients, providing valuable insights into performance metrics and recommending actions for improvement.
- Maintained comprehensive client records , ensuring accurate tracking of interactions and facilitating effective follow-up activities.
- Managed diverse portfolio of accounts, demonstrating adaptability across various industries and client needs.
- Strengthened relationships with key clients, leading to increased repeat business.
- Streamlined account management processes for better organization and time management.
- Assisted in development of marketing materials tailored specifically aimed at client retention efforts.
- Resolved complex customer issues, maintaining professionalism and preserving long-term relationships.
- Optimized internal communication between departments to address client inquiries efficiently and accurately.
- Collaborated with sales teams to identify new opportunities, driving revenue growth.
- Boosted client satisfaction by effectively managing accounts and addressing concerns promptly.
- Trained junior account managers in best practices and industry standards, fostering high-performing team culture.
- Generated financial and operational reports to assist management with business strategy.
- Recorded accurate and efficient records in customer database.
- Informed customers of promotions to increase sales productivity and volume.
- Drove store revenue by offering customers accessories and related purchases to complete selections.
- Met existing customers to review current services and expand sales opportunities.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
Branch Support Unit Deputy Manager
Blom Bank Egypt
4 2018 - 06.2023
- Getting new corporate accounts and facilitating process of opening those accounts.
- Following up on all VIP's accounts.
- Marketing bank products to VIP customers.
- Assist Branch Manager to develop sales strategies and customer service activities.
- Timely report any deviations or trend that could impact in expected results, identify causes and gaps.
- Elaborate Branch deposit and other banking services sales strategy to accomplish annual plan.
- Contribute on development of promotions.
- Collaborated with cross-functional teams to drive business growth and achieve corporate objectives.
- Evaluated employee performance regularly using well-defined criteria, recognizing top performers and addressing underperformance proactively.
- Oversaw daily operations of department, ensuring maximum productivity and adherence to bank policies.
Branch Head Customer Service
Blom Bank Egypt
05.2015 - 04.2018
- Monitoring customer service transactions.
- Analyzed competitors offerings to position our products more effectively within market landscape.
- Generated financial and operational reports to assist management with business strategy.
- Implemented service improvements to enhance sales cycle.
- Engaged employees in business processes with positive motivational techniques.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
- Increased branch revenue by implementing effective sales strategies and maintaining strong customer relationships.
- Initiated cross-selling efforts, resulting in increased product penetration among existing customers.
- Set challenging performance goals for team, fostering achievement-oriented culture that drove success across key metrics.
- Enhanced customer satisfaction with responsive service and timely resolution of issues.
- Maintained accurate records of all transactions, ensuring audit compliance and data integrity.
- Optimized resource allocation to ensure efficient branch operations while meeting financial targets.
Branch Customer Service Officer
Blom Bank Egypt
01.2007 - 04.2015
- Opening accounts and handling account inquiries.
- Handling Swifts, Checks, and bank drafts payments.
- Handling Loan Requests.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Delivered prompt service to prioritize customer needs.
- Performing Trade Finance Requests.
- Identified potential sales opportunities through proactive relationship-building efforts with existing clients.
- Consistently exceeded performance metrics for transaction accuracy, customer satisfaction, and cross-selling success.
- Delivered exceptional service for all branch customers, resulting in increased loyalty and repeat business.
- Assisted colleagues during peak periods or staff shortages, demonstrating strong teamwork skills and adaptability.
- Proactively identified potential fraudulent activity on customer accounts by closely monitoring transactions and account patterns.
- Maintained comprehensive knowledge of regulatory changes within banking industry, implementing necessary updates into daily operations as required.
- Processed transactions efficiently and accurately, ensuring high level of customer satisfaction with each interaction.
- Supported branch management by completing routine administrative tasks and reporting on key performance indicators.
HR Officer
Misr Romanian Bank
01.2001 - 08.2007
- Coordinated onboarding processes for new hires, integrating them seamlessly into workplace environment.
- Created and delivered HR training sessions to staff, managers and executives.
- Partnered with departmental managers to ascertain hiring needs and subsequently provide candidate recommendations.
- Developed comprehensive training programs to enhance employee skillsets and productivity levels.
- Collaborated with management teams to establish clear succession plans for key roles within bank.
- Coordinated annual open enrollment activities; communicated changes/updates regarding benefit offerings.
- Evaluated effectiveness of current HR systems; identified areas requiring enhancement or replacement.
- Negotiated favorable contracts with external vendors for services such as health insurance plans and training providers.
- Ensured compliance with labor laws and regulations through diligent review of bank's practices and policies.
- Managed employee benefits programs, ensuring timely enrollment and accurate recordkeeping.
- Advised department managers on best practices in regard to labor relations, conflict resolution, and disciplinary actions.
- Assisted in workforce planning efforts by analyzing staffing needs based on organizational goals and growth projections.
- Organized regular team-building events to promote camaraderie among employees and boost morale.
- Enhanced employee satisfaction by implementing effective HR policies and procedures.
- Provided thoughtful and engaging new employee onboarding presentations to energize workforce and set organizational expectations.
- Facilitated successful policy implementation and enforcement to maintain legal and operational compliance.
- Coordinated employee placements and administrative details.
- Assisted managers and supervisors with employee disputes, disciplinary actions and other workplace issues.
- Developed and monitored employee recognition programs.
Marketing Officer
Tarek Nour Adevrtising Agency
01.2001 - 11.2001
- Conducted market research studies to gain insights into customer preferences and behaviors, informing future marketing decisions.
- Spearheaded public relations efforts that resulted in increased media exposure and brand recognition.
- Coordinated with sales teams to develop effective promotional materials and sales collateral.
- Monitored competitor activities, identifying potential threats or opportunities for strategic advantage.
Education
Bachelor Degree - Accounting
09.1998 - 01.2001
Grade: Very Good
Skills
Communication, empathy, leadership, adaptability, and problem-solving
Month-end reporting
Variance Analysis
Bank Reconciliation
Client Relationship Building & Management
Customer Satisfaction
Operations
Upselling
Strategic Account Planning
Goals and Performance
Additional Information
Active Person who is always enthusiastic to work, especially when it comes to banking.
Further Documentation
Furnished upon request
Timeline
Governmental Accounts Manager - ABC Bank
06.2023 - Current
Branch Head Customer Service - Blom Bank Egypt
05.2015 - 04.2018
Branch Customer Service Officer - Blom Bank Egypt
01.2007 - 04.2015
HR Officer - Misr Romanian Bank
01.2001 - 08.2007
Marketing Officer - Tarek Nour Adevrtising Agency
01.2001 - 11.2001
Faculty of Commerce, El Azhar University - Bachelor Degree, Accounting
09.1998 - 01.2001
Branch Support Unit Deputy Manager - Blom Bank Egypt
4 2018 - 06.2023