Walaa Essam Eldin Ibrahim El-Attar
Agooza,Egypt
Summary
Highly-driven client relationship manager with strong background in meeting customer service, sales and business development objectives. Astute professional versed in assessments, procedures and regulatory guidelines. Demonstrated team player and contributor facilitating achievement of corporate goals, client satisfaction and effective sales process management.
Overview
26
26
years of professional experience
Work History
Office Manager & Anti-money laundry Responsible
AUR Mortgage Finance AUR Group
Cairo, Cairo
03.2024 - 03.2025
- Schedule meetings, appointments and adminstrative support
- HR Responsible and maintain office policies.
- Checking invoices for our suppliers and vendors and Ensure payment on time.
- As AML investigate and monitor financial activities within the business to ensure that all monetary transactions are real and legally compliant and that the business has a good monetary record to reduce the possibility of money laundering accusations.
- Plan in-house or off-site activities, like parties, celebrations and conferences
Clients Relations supervisor
Arco Citystars for Realstate
Cairo, Cairo
06.2018 - 04.2019
- Maintained detailed records of client interactions and preferences.
- Overseeing and assessing customer service staff activities, and providing them with regular performance-related feedback.
- Collaborated with other departments to ensure timely delivery of services for clients.
- Cultivated strong relationships with key clients through regular follow-ups.
- Implemented strategies to enhance client satisfaction levels consistently.
- Provided training sessions for staff members on proper handling of client requests.
- Analyzed customer feedback data to devise strategies for enhancing customer experience.
- Maintained a high level of professionalism when interacting with customers.
- Coordinated with marketing team on promotional campaigns targeting existing clients.
- Investigating and solving customer complaints.
- Assessed risks associated with different types of transactions involving clients.
Service & Control Manager
Emirates NBD Bank
Cairo, Cairo
03.2018 - 05.2018
- Plan ahead and set objectives, set priorities and insure proper adherence to Bank’s procedures.
- Overall control of operations.
- Motivate and utilize operations staff towards maximum achievement of organizational goals.
- Ensure Quality service KPI’s for the branch are met at all levels.
- Ensure adherence to branch and regulator policies, recommendations and CBE regulations.
- Control, review and validate all operation transactions as per bank procedures.
- First custody to Main Vault, ATM, Safes, fireproof cabinets & Perform periodic inventory / snap check to the secured items, existing custody.
- Control the Branch expenses, administration issues and mutually approve and sign the expenditure entries belonging to the Branch, to ensure proper spending and reducing Bank's expenses.
- Ensure that the designation letter and registers are updated and compliant as actual practices.
- Follow up on compliance approvals to ensure smooth operations & all trouble shoot reports.
- Prepare and review daily and monthly reports and investigate incidents.
- Ensure best blend of service quality across the branch is delivered to ensure customer satisfaction.
- Coach, train, recognize, and appraising Operations Team.
Corporate Sales
Royal Insurance Egypt Co.
Giza, Giza
10.2017 - 03.2018
- Company Overview: (Egyp Network Partner of Royal Sunalliance insurance London)
- Calculate premiums and establish payment method.
- Call on policyholders to deliver and explain policy, to analyze insurance program and suggest additions or changes, or to change beneficiaries.
- Confer with clients to obtain and provide information when claims are made on a policy.
- Contact underwriter and submit forms to obtain binder coverage.
- Customize insurance programs to suit individual customers, often covering a variety of risks.
- Ensure that policy requirements are fulfilled, including any necessary completion of appropriate forms.
Assistant Head of Cash
Arab African International bank
Nady El Seid Branch, Giza
06.2015 - 08.2016
- Daily opening of the main vault.
- Responsible for distributing the money among tellers & assist them with there needs.
- Double check the teller's daily entries & External signatures verification.
- Complete supervision on the teller's performance & assist them with there needs.
- Making cash flow statements and cash book.
- Receiving & delivering all shipments.
- Preparing the internal entries of the day.
Teller
Arab African International bank
Nady El Seid Branch, Giza
06.2012 - 06.2015
- Processing customer deposits, withdrawals, payments, Foreign exchange in all currencies.
- Dealing tactfully and efficiently with demanding customers.
- Cross selling bank services.
- Reporting any suspicious customer activity to bank managers.
Customer Service (Back & Front Office)
Arab African International bank
Nady El Seid Branch, Giza
09.2010 - 06.2012
- Deliver accurate, quick, efficient financial and credit services to customers.
- Hunting potential sales opportunities to achieve 100% of assigned targets.
- Successfully providing customers with full knowledge regarding banking products in the exact proper way matches their needs and requirements.
- Handling all allocated operational non-financial function such as opening accounts, handling existing accounts, handling time deposit also entire back office operations with highest level of accuracy.
- Accurately Prepare required reports and meet target dates for assigned tasks.
Operations Officer
Arab African International Bank
Nady El Seid Branch, Giza
01.2009 - 08.2010
- Handling all kind of transfers (internal & external by SWIFT or ACH).
- Issuing cashier and certified checks.
- Booking TDs & CDs.
- Handling clearing checks in EGP & Foreign currencies.
- Issuing letter of Credit & Letter of Guarantee for corporate clients.
- Settling Visa (Manual roll and Automatic run).
- Handling Payroll for our clients.
Market Research Analyst & Expenses Controller
Arab African International Bank
Cairo , Cairo
09.2007 - 01.2009
- Conducted market analysis to identify consumer trends and preferences.
- Communicating with bank branches to document business objectives & targets.
- Analyze our bank financial statements with variance reissues compared to our competitive banks.
- Work with all bank departments to ensure the cost control procedures are in place.
- Feed all invoices to cost system upon agreed format and produce reports.
- Help to highlight cost areas of concern and suggest areas of improvement.
- Assisted in the development of marketing strategies based on research data.
Training Coordinator (Part time)
American University in Cairo (SCE Center)
Cairo, Cairo
07.2007 - 09.2007
- Coordinating everything related to The Certificates (CFA, CPA, CMA) & Customized programs for corporate needs and individuals.
- School of Continuing Education (Business Studies Division/ Customized and Certified Programs)
P.A. for Cluster Director of Business Development
Hilton Hurghada Hotels
Red sea , Hurghada
03.2004 - 01.2005
Hilton Meetings Coordinator
Cairo Ramses Hilton
Cairo , Cairo
03.2003 - 02.2004
- Responsible for the Business Center and banquette rooms.
- Making reservation for the events and coordinating them.
- Customer service for our clients and handling complaints.
Room Sales Agent - Front Office
Cairo Ramses Hilton
Cairo
02.1999 - 02.2003
- Responsible for check in/out, making reservations, blocking rooms, answering inquiry calls.
- Customer service and handling complaints.
- Up Selling and filing system.
- Collecting vouchers or payment from the travel agents.
Education
Faculty of Commerce - Accounting
Cairo University
Cairo, EgyptGirls College School - English Section
Skills
Personal skills
- Office administration
- Invoice processing
- Client relations
- Event planning
- Process improvement
- Problem solving
- Team leadership
- Contract negotiations
- Operations management
Technology skills:
- Internet Searching
- Microsoft ( Windows, Microsoft Office)
- AS 400 (banking system)
- T24 (banking system)
- Fidelio System (hotels' system)
- HICOM System ( hotels' marketing system)
References
Available upon request.
Training
- PMP (Project Management Professional), NaviGrowth Academy, Current
- Banking Foundation Program, German Chamber, 04/08
- Anti-money laundry course, Global Academy
- Detecting counterfeiting and forgery course, Global Academy
- CMA Part 2 (Certified Management Accountant), American University in Cairo, 2011
- Up selling course, Cairo Ramses Hilton
- Online Marketing courses (Writing for the web - Content Quality), Hilton University
- HICOM training course, Nile Hilton
- General insurance, Royal Insurance Egypt Company
- My life time training (find your true North), Premium (Emirates NBD Bank)
Languages
- Arabic, Mother tongue
- English, Excellent (Speak, Write, Understand)
- Turkish, Excellent (Speak, Write, Understand)
Personal Information
- Date of Birth: 10/29/79
- Nationality: Egyptian
- Marital Status: Single
Languages
English
Beginner
A1
Turkish
Beginner
A1
Timeline
Office Manager & Anti-money laundry Responsible
AUR Mortgage Finance AUR Group
03.2024 - 03.2025
Clients Relations supervisor
Arco Citystars for Realstate
06.2018 - 04.2019
Service & Control Manager
Emirates NBD Bank
03.2018 - 05.2018
Corporate Sales
Royal Insurance Egypt Co.
10.2017 - 03.2018
Assistant Head of Cash
Arab African International bank
06.2015 - 08.2016
Teller
Arab African International bank
06.2012 - 06.2015
Customer Service (Back & Front Office)
Arab African International bank
09.2010 - 06.2012
Operations Officer
Arab African International Bank
01.2009 - 08.2010
Market Research Analyst & Expenses Controller
Arab African International Bank
09.2007 - 01.2009
Training Coordinator (Part time)
American University in Cairo (SCE Center)
07.2007 - 09.2007
P.A. for Cluster Director of Business Development
Hilton Hurghada Hotels
03.2004 - 01.2005
Hilton Meetings Coordinator
Cairo Ramses Hilton
03.2003 - 02.2004
Room Sales Agent - Front Office
Cairo Ramses Hilton
02.1999 - 02.2003
Faculty of Commerce - Accounting
Cairo University