Experience

First Secure Community Bank

• United States
• Financial Services
• 1 - 100 Employee

• Universal Banker

  • Feb 2023 - Present

  Naperville, Illinois, United States • Identify customers’ and non-customers financial needs and sell appropriate products and services. • Service customer accounts as needed and proactively communicate with customers to meet their financial needs. • Open, close, and maintain customer accounts according to established policies and procedures. • Perform basic teller transactions. • Operate a teller drawer serving customers in the lobby/drive-up. • Scan work for image branch… Show more • Identify customers’ and non-customers financial needs and sell appropriate products and services. • Service customer accounts as needed and proactively communicate with customers to meet their financial needs. • Open, close, and maintain customer accounts according to established policies and procedures. • Perform basic teller transactions. • Operate a teller drawer serving customers in the lobby/drive-up. • Scan work for image branch capture. • Open/close the branch as needed. Show less



Nelly's Accessories

• Managing Director & Owner

  • Jun 2021 - Present

  United States • Oversaw the daily operations of the business. • Managing marketing, bookkeeping, and advertising functions. • Assess and identify new opportunities for growth in current and prospective markets. • Ensure all business activities adhere to legal guidelines and policies. • Perform the inventory of the store, which may involve counting or checking stocks, reconciling cash with the sales receipts, keeping store transaction records and ordering merchandise and stock when necessary.



Flowery Accessories Shop

• Managing Director & Owner

  • Jul 2014 - Present

  Egypt • Manage the jewelry store's daily activities and operations, including planning the employees' work assignments and work schedules and conducting the employees' performance reviews. • Promote and advertise the stores, the jewelry and its merchandise. • Perform the inventory of the whole store, which may involve counting or checking stocks, reconciling cash with the sales receipt, keeping store transaction records and ordering merchandise and stock when necessary. • Ensure that the… Show more • Manage the jewelry store's daily activities and operations, including planning the employees' work assignments and work schedules and conducting the employees' performance reviews. • Promote and advertise the stores, the jewelry and its merchandise. • Perform the inventory of the whole store, which may involve counting or checking stocks, reconciling cash with the sales receipt, keeping store transaction records and ordering merchandise and stock when necessary. • Ensure that the store employees comply with the store's security, sales and record-taking practices and procedures. • Practicing excellent customer service by addressing the queries or concerns that may arise from the customers. • Increased customer satisfaction by improving follow-up and reducing repair needs on products. • Built productive industry and cross-industry relationships to maximize revenue generation. Show less



National Bank of Abu Dhabi

• United Arab Emirates
• Banking
• 700 & Above Employee

• Retail Credit Analyst

  • Mar 2017 - Oct 2017

  Egypt • Assessing and evaluating all retail cases presented by the branches and ensuring their compliance with the credit policy and documentation criteria based on the customers’ segmentation as per RBG guide and NBAD special schemes. • Building a healthy retail portfolio according to budget, coordinating with all related parties (Branches, Product Managers, Operations, etc.) to enhance and ensure a healthy retail portfolio within NBAD. • Confirm the validity of the analysis sheet the retail… Show more • Assessing and evaluating all retail cases presented by the branches and ensuring their compliance with the credit policy and documentation criteria based on the customers’ segmentation as per RBG guide and NBAD special schemes. • Building a healthy retail portfolio according to budget, coordinating with all related parties (Branches, Product Managers, Operations, etc.) to enhance and ensure a healthy retail portfolio within NBAD. • Confirm the validity of the analysis sheet the retail banking advisor prepared and the presented documents for the clients per the retail banking group (RBG) guide and NBAD special schemes. • Support Branches to present the retail cases properly per the RBG guide and NBAD special schemes. • Preparing daily retail reports showing the status of pending retail cases to follow on accomplishing the pending and proceed with the case assessment. • Cooperating with other retail departments to achieve productivity targets. • Meeting productivity and turnaround time targets without compromising credit quality.

• Senior Customer Care Officer

  • Apr 2014 - Mar 2017

  Egypt • Ensure cross-border opening accounts are handled promptly between Egypt and the other international branches and vice versa. • Review/monitor the cross-selling of local products and services via international channels. • Ensure that the branch merchandising reflects a quality image and that the front-office staff is aware of customer service guidelines (products and services) by Mystery Shopping and provide a recommendation with the required corrective actions based on the feedback and… Show more • Ensure cross-border opening accounts are handled promptly between Egypt and the other international branches and vice versa. • Review/monitor the cross-selling of local products and services via international channels. • Ensure that the branch merchandising reflects a quality image and that the front-office staff is aware of customer service guidelines (products and services) by Mystery Shopping and provide a recommendation with the required corrective actions based on the feedback and findings of the visits. • Enhance the ability of NBAD Egypt to resolve complaints in a consistent, systematic, and responsive manner, aiming for maximum satisfaction of the customers and organization satisfaction. • Enhance NBAD Egypt's ability to identify trends, eliminate causes of complaints, and improve the organization's operations. • Improve speed, quality, and consistency of response to customer inquiries by having information in a format that can be easily accessed. • Help NBAD Egypt to create a customer-focused approach to resolve complaints and encourage personnel to improve their skills while dealing with customers. • Adhere to the defined process for dealing with customer complaints using a defined service level agreement for the escalation process. • Customer service-oriented to coordinate with all aspects of the branch's customer complaints, feedback, and resolution process. • Retaining unsatisfied customers, gaining insight and studying the main reasons customers end the relationship by settling their loans early, canceling their credit cards, or closing their accounts. • Prepare monthly statistics and recommendations to assist the responsible parties in creating exit barriers. • Maximize the customer satisfaction loyalty survey ratio using a questionnaire designed to measure customer satisfaction and prepare statistics through various channels.

• Senior Customer Service Officer - Elite Banking Unit

  • Nov 2010 - Apr 2014

  Egypt • Maximize product sales to meet bank targets and actively sell / cross-selling retail bank products. • Market existing and new bank products/services. • Review customers’ files and ensure completeness and accuracy. • Handle general customers' queries/feedback and redirect them as appropriate to other staff/areas. • Handle specific customer complaints from initial contact to problem resolution, according to Bank standards. • Review/monitor daily reports such as accounts… Show more • Maximize product sales to meet bank targets and actively sell / cross-selling retail bank products. • Market existing and new bank products/services. • Review customers’ files and ensure completeness and accuracy. • Handle general customers' queries/feedback and redirect them as appropriate to other staff/areas. • Handle specific customer complaints from initial contact to problem resolution, according to Bank standards. • Review/monitor daily reports such as accounts opened and closed, lists of daily deals, full balance list, time deposits statistics, and daily ATM reports. • Authorize daily time deposits & certificates of deposits and maintain/control safe boxes keys and register. • Monitor approved and rejected credit cards and loans, secured overdraft facilities, and related reports. • Audit checkbook registers and share custody responsibility with the customer service officer. • Assume supporting duties for the Branch Manager and Operations Head (e.g., second authorization on Swifts, cash limits.) • Increase customer awareness by educating the customer on timely payments to minimize delinquency & flow through higher buckets. • Tracking the productivity reports to show the number of calls, promises kept and broken…etc. • Solving the different reasons for disabling customers from paying their dues.



BLOM BANK Egypt

• Egypt
• Banking
• 400 - 500 Employee

• Private Banking Senior Officer

  • Jan 2010 - Oct 2010

  Egypt • Achieve sales targets concerning personal banking products related to but not limited to investments in government bonds, treasury bills, mutual funds, credit cards, loans, bank assurance and deposit products for private banking clients. • Provide superior service to existing and new clients and ensure that client inquiries are promptly addressed. • Ensure that appropriate client investment questionnaires are prepared and clients’ risk appetite and investment strategies are… Show more • Achieve sales targets concerning personal banking products related to but not limited to investments in government bonds, treasury bills, mutual funds, credit cards, loans, bank assurance and deposit products for private banking clients. • Provide superior service to existing and new clients and ensure that client inquiries are promptly addressed. • Ensure that appropriate client investment questionnaires are prepared and clients’ risk appetite and investment strategies are appropriately identified. • Ensure that all control, operational and audit issues relating to Private Banking activities are correctly applied and liaise closely with other departments to achieve adherence to policies, audit and control procedures. • Prepare a list of prospective clients and contact prospects to solicit new clients for the Private Banking Department. • Maintaining awareness of the latest Private Banking products and developments in the market.

• Senior Customer Service Officer

  • Jan 2009 - Jan 2010

  Egypt • Maximize product sales to meet bank targets and actively sell/cross-sell retail bank products. • Sell and market for existing and new bank products/services. • Responsible for reviewing customers’ files and ensuring completeness and accuracy. • Handle general customer queries/feedback and redirect them to other staff/areas. According to bank standards, take ownership of specific customer complaints from initial contact to problem resolution. • Review/monitor daily reports such… Show more • Maximize product sales to meet bank targets and actively sell/cross-sell retail bank products. • Sell and market for existing and new bank products/services. • Responsible for reviewing customers’ files and ensuring completeness and accuracy. • Handle general customer queries/feedback and redirect them to other staff/areas. According to bank standards, take ownership of specific customer complaints from initial contact to problem resolution. • Review/monitor daily reports such as accounts opened and closed, lists of daily deals, full balance list, time deposits statistics, and daily ATM reports. • Authorize daily time deposits & certificates of deposits and maintain/control safe boxes keys and register. • Monitor approved and rejected credit cards and loans, secured overdraft facilities, and related reports. • Audit checkbook registers and share custody responsibility with the customer service officer. • Assume supporting duties as a replacement for Branch Manager and Operations Head (e.g., second authorization on Swifts, cash limits.)

• Customer Service Officer

  • Apr 2007 - Jan 2009

  Egypt • Conduct customer identity verification and authentication. • Answer customer inquiries and hand over customer requests to the back office within the agreed service level. • Handle account opening on the system and other vital operations (e.g., checks, account transfer, etc.). • Handle customer complaints and propose solutions to ensure customer satisfaction. • Communicate to higher authority all issues related to complaints (reports, statistics, analysis….) related to… Show more • Conduct customer identity verification and authentication. • Answer customer inquiries and hand over customer requests to the back office within the agreed service level. • Handle account opening on the system and other vital operations (e.g., checks, account transfer, etc.). • Handle customer complaints and propose solutions to ensure customer satisfaction. • Communicate to higher authority all issues related to complaints (reports, statistics, analysis….) related to department performance, obstacles bottlenecks and propose solutions. • Upsell, cross-sell and market for retail products, CDs, TDs and Credit cards.