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Amr Shaaban

Amr Shaaban

Dubai,UAE

Summary

Accomplished banking professional with a comprehensive understanding of industry and regulatory laws, adept at relationship management and loan consultation. Demonstrates excellent negotiating skills and critical thinking, supported by strong organisational and analytical abilities. Skilled in presentation and sales, with practical experience on banking software applications, aiming to leverage expertise in banking procedures to drive success in complex projects.

Overview

26
26
years of professional experience
2003
2003
years of post-secondary education

Work history

Islamic Finance Executive-Personal Finance

Abu Dhabi Islamic Bank
Dubai, UAE
10.2020 - 08.2025
  • Grew sourcing partner network by [X]% through proactive relationship management and value-driven engagement, directly contributing to a [X]% YoY growth in disbursed Islamic personal finance volumes, fostering trust, loyalty, and long-term collaboration across the sourcing network.
  • Consistently achieved and exceeded monthly business targets by visiting prospective companies and institutions to promote and finalize finance deals. Maintained full compliance with ADIB policies and procedures, ensuring deals were closed within targeted turnaround times, contributing to a [X]% increase in acquisition efficiency and client satisfaction.
  • Compiled, verified, and assessed Standard Credit Applications for personal finance products, ensuring 100% accuracy and compliance with ADIB credit policy and risk guidelines. Streamlined the verification process, reducing application turnaround time by [X]% and contributing to faster approvals and enhanced customer satisfaction.
  • Spearheaded the Murabaha contract execution process by preparing complete and accurate customer files aligned with ADIB’s Shariah-compliance checklist. Ensured seamless contract signing and customer onboarding, contributing to improved audit readiness and a [X]% increase in operational efficiency. Guarantee submission of error-free applications and address any identified errors promptly.
  • Tracked and audited client file activation status across multiple channels, ensuring adherence to internal checklists and regulatory requirements. Played a key role in reducing activation errors by [X]% and accelerating TAT (Turnaround Time), directly supporting smooth disbursement workflows and client satisfaction.
  • Fostered strong cross-functional collaboration with internal departments—including credit, compliance, and operations—to ensure seamless processing of compliant personal finance applications. This proactive coordination helped reduce internal processing time by [X]% and improved service delivery across departments.
  • Promoted cross-selling of additional ADIB banking products during personal finance engagements, boosting multi-product adoption by [X]% and contributing to overall wallet share growth, all while maintaining compliance with principles.

Business Development Manager

Commercial Bank International
Dubai, UAE
01.2018 - 12.2019
  • Spearheaded new business targeting High-Net-Worth Individuals (HNWIs) and Business Professionals, generating over $85M in new client assets and increasing affluent client acquisition by 40% YoY through personalized financial solutions, and high-impact relationship management.
  • Built and strengthened market position by identifying, developing, and closing high-value business relationships, resulting in a 35% increase in new revenue streams and securing $60M+ in client assets through strategic market penetration.
  • Engaged clients in comprehensive financial consultations to understand their requirements leading to a 30% increase in cross-sell revenue and contributing over $45M in new investment and lending products sold.
  • Oversaw end-to-end account lifecycle management—including account opening, closing, and cross-selling- achieving a 25% increase in product penetration and contributing to $40M in net new deposits through operational efficiency and targeted client engagement.
  • Reviewed and assessed loan applications for high-net-worth and business clients, making data-driven approval decisions and communicating outcomes clearly, resulting in a 98% compliance rate and a 20% reduction in loan processing time while enhancing client satisfaction and portfolio quality.
  • Identified and proactively engaged potential high-value clients through targeted outreach and referral networks, expanding the customer base by 45% within 12 months and contributing over $50M in new deposits and investments.
  • Delivered exceptional customer service while ensuring full compliance with bank policies and regulatory procedures, resulting in a 30% increase in client satisfaction scores and zero compliance breaches during internal audits over a 24-month period.
  • Explored and penetrated new markets to support the development of next-generation retail banking products, successfully onboarding 25+ new corporate clients and driving a 40% increase in product adoption through strategic company listings and market intelligence.
  • Assessed financial needs and evaluated solution options within bank-approved policies to deliver customized banking solutions, resulting in a 35% increase in tailored product uptake and a 25% boost in client retention among high-net-worth and business clients.
  • Engaged clients in comprehensive financial consultations to understand their requirements and deliver tailored financial advice, leading to a 30% increase in cross-sell revenue and contributing over $45M in new investment and lending products sold.

Senior Retail Relation Officer

Commercial Bank International
Dubai, UAE
02.2014 - 01.2018
  • Delivered exceptional day-to-day customer service, consistently achieving a 95%+ customer satisfaction, contributing to a 20% increase in business through effective relationship management and prompt issue resolution.
  • Ensured strict adherence to banking regulations, policies, and audit procedures, achieving a 100% compliance record during audits while minimizing operational risks and enhancing security protocols.
  • Identified new prospects and leveraged cross-selling opportunities within the existing client base, driving a 30% increase in product penetration and generating $15M in additional revenue through tailored financial solutions.
  • Developed and expanded a robust network of local business contacts, establishing and maintaining strong professional relationships both internally and externally, resulting in a 25% growth in referral business and enhanced collaboration across departments.
  • Created and nurtured profitable client relationships by effectively selling deposit, loan, and investment products, resulting in a 35% increase in cross-sell revenue and $20M+ in new business generated by promoting tailored banking solutions and identifying high-potential sales opportunities.

Contact Centre Representative (CCR)

Commercial Bank International
Dubai, UAE
05.2008 - 01.2013
  • Handled high-volume inbound and outbound calls, resolving customer inquiries related to accounts, transactions, loans, and digital banking services with a focus on first-call resolution and customer satisfaction.
  • Provided accurate, timely, and professional support, achieving a consistent 90%+ customer satisfaction score (CSAT) through effective communication and problem-solving.
  • Promoted and cross-sold bank products and services, identifying client needs and referring qualified leads to relevant departments, contributing to a 15-20% increase in product uptake.
  • Maintained full compliance with internal policies, data protection laws, and regulatory guidelines, ensuring zero breaches or audit findings during routine quality assurance checks.
  • Documented all customer interactions accurately in CRM systems (e.g., Salesforce, Zendesk), supporting transparent communication. and efficient case resolution.
  • De-escalated complex customer concerns, applying empathy, product knowledge, and critical thinking to retain customers and protect brand loyalty.
  • Assisted in onboarding and troubleshooting for digital banking platforms, guiding customers through mobile and online banking features to improve user engagement and reduce branch dependency.
  • Collaborated with internal teams (Operations, Compliance, Sales) to escalate service requests, resolve technical issues, and follow up on pending transactions within SLA targets.
  • Met or exceeded daily call handling and service quality metrics, contributing to team-level KPIs such as AHT (Average Handle Time), FCR (First Call Resolution), and NPS (Net Promoter Score).

Customer Care Officer cum Accountant

Crown Link
Dubai, UAE
04.2006 - 05.2008
  • Handled customer inquiries via phone, email, and in-person, resolving over 95% of issues on the first point of contact, enhancing customer satisfaction and retention.
  • Processed daily sales invoices, receipts, and payment vouchers using accounting software such as QuickBooks, Tally, or SAP, maintaining 100% accuracy in financial records over a 12-month period.
  • Reconciled customer accounts and company bank statements monthly, identifying and rectifying discrepancies that improved audit readiness and reduced reporting errors by 30%.
  • Maintained accurate ledgers and supported end-of-month and end-of-year closings, contributing to on-time financial reporting and compliance.
  • Generated financial reports including cash flow, profit and loss, and balance sheets for management, improving decision-making with timely, data-driven insights.
  • Managed customer databases and updated billing information, reducing billing-related complaints by 40% through proactive communication and data integrity.
  • Followed up on overdue payments and negotiated payment terms, achieving a 20% improvement in accounts receivable turnover ratio within 6 months.
  • Supported inventory and expense tracking, identifying cost-saving opportunities that resulted in a 12% reduction in operational expenditures.
  • Delivered tailored support to VIP or high-value clients, increasing customer loyalty and repeat business by fostering personalized service relationships.
  • Collaborated with sales and operations teams to align financial data with customer service objectives, ensuring seamless business processes and service delivery.
  • Trained and mentored junior staff on customer handling and accounting systems, leading to a 15% improvement in team productivity.

Supervisor

Pizza Station's Restaurant Group
Alexandria, Egypt
09.2003 - 09.2005
  • Supervised day-to-day operations across multiple restaurant branches, ensuring consistent quality, hygiene, and service standards in line with company policies and local regulations.
  • Trained, coached, and evaluated restaurant managers and frontline staff, leading to a 25% improvement in service quality ratings and a 15% decrease in employee turnover.
  • Monitored sales performance and set monthly targets per branch, resulting in a 12% revenue increase across all locations within one year.
  • Conducted regular site visits and operational audits to identify areas for improvement, streamline workflows, and ensure full compliance with health and safety protocols.
  • Coordinated staffing needs across branches, optimizing labor costs while maintaining high levels of customer satisfaction and operational efficiency.
  • Led implementation of new POS systems and digital ordering platforms, reducing order errors by 30% and improving table turnover time by 20%.
  • Managed inventory planning and supplier negotiations across the group, cutting food waste by 18% and achieving a 10% reduction in procurement costs.
  • Analyzed customer feedback and mystery shopper reports to identify trends and opportunities, driving continuous improvements in service delivery and guest experience.
  • Collaborated with the marketing team on promotions and seasonal campaigns, contributing to a 20% increase in foot traffic during off-peak hours.
  • Played a key role in opening new restaurant locations, including recruitment, staff training, SOP rollout, and pre-opening audits.
  • Prepared weekly and monthly reports for senior management, providing insights on sales, labor efficiency, and customer satisfaction KPIs.
  • Enforced cost control measures and budget compliance, helping the group stay within operational budgets and improve profit margins.

Sales Representative

American Life Insurance Co.
Alexandria, Egypt
07.2002 - 05.2003
  • Prospected and acquired new clients through cold calling, networking, and referrals, consistently exceeding monthly sales targets by an average of 20%.
  • Conducted in-depth needs analysis to recommend tailored life insurance solutions, including term, whole life, endowment, and investment-linked policies.
  • Managed a personal portfolio of over 300 clients, maintaining a 95% policy renewal rate through proactive follow-ups and relationship management.
  • Educated clients on policy terms, riders, benefits, and exclusions, ensuring full understanding and building trust that led to long-term client retention.
  • Delivered engaging product presentations during one-on-one consultations and group seminars, converting over 35% of leads into paying policyholders.
  • Collaborated with underwriters to ensure accurate risk assessments and fast policy issuance, improving client onboarding turnaround by 25%.
  • Maintained accurate and up-to-date records in CRM systems (e.g., Salesforce, Zoho), streamlining client communication and follow-ups.
  • Achieved "Top Performer" status for three consecutive quarters, ranking in the top 5% of the regional sales team.
  • Provided after-sales support including policy servicing, claims assistance, and beneficiary updates, enhancing overall customer satisfaction.
  • Participated in ongoing training sessions to stay updated on regulatory changes and product innovations, ensuring full compliance and professional growth.
  • Leveraged digital tools and social media platforms to generate leads and increase client engagement, contributing to a 15% boost in digital conversions.
  • Mentored new sales recruits by sharing best practices, helping them ramp up and meet their targets within the first 90 days.

Sales Executive

Kamal Co. for Import& Export
Alexandria, Egypt
02.2000 - 06.2002
  • Identified and developed new international and domestic clients, expanding the customer base by 30% and increasing sales volume across multiple regions.
  • Managed the complete sales cycle for import and export transactions, from lead generation and negotiation to order fulfillment and post-sale support.
  • Negotiated pricing, Incoterms (e.g., FOB, CIF, EXW), and payment terms with clients and suppliers to maximize profitability and reduce financial risk.
  • Coordinated with logistics providers, freight forwarders, and customs brokers to ensure timely and compliant movement of goods across borders.
  • Prepared and reviewed trade documentation including commercial invoices, packing lists, certificates of origin, and bills of lading, reducing documentation errors by 40%.
  • Monitored global market trends, competitor activity, and exchange rate fluctuations to adjust sales strategies and maintain competitiveness.
  • Achieved a 20% year-over-year growth in export revenue by penetrating new markets in the Middle East and Southeast Asia.
  • Built strong relationships with key clients and agents, resulting in repeat business and long-term contracts worth over $1 million annually.
  • Used CRM tools (e.g., Zoho, Salesforce) to manage the sales pipeline, track client interactions, and forecast monthly and quarterly targets.
  • Collaborated closely with the supply chain, finance, and compliance teams to ensure smooth order execution and adherence to trade regulations.
  • Participated in international trade fairs and virtual B2B events to promote products, generate leads, and strengthen the company’s brand presence abroad.
  • Resolved client issues related to delivery delays, product quality, and customs clearance efficiently, improving customer satisfaction scores by 25%.

Education

Bachelor of Business Administration - Accounting

Alexandria Academy for Management & Accounting

Skills

  • Thorough understanding of banking procedures
  • Presentation and sales skills
  • Loan consultation
  • Comprehensive understanding of industry and regulatory laws and regulations
  • Relationship management
  • Excellent negotiating skills
  • Critical thinking
  • Organizational skills
  • Analytical skills
  • Ability to work on multiple projects simultaneously
  • Effective verbal communication skills
  • Effective written communication skills
  • Interpersonal skills
  • Computer literate
  • Practical experience on banking software applications

Custom

Awarded with many Certifications of top performances and Certifications of Achievements

Personal Information

  • Date of birth: 11/23/78
  • Nationality: Egyptian
  • Marital status: Married

Timeline

Islamic Finance Executive-Personal Finance

Abu Dhabi Islamic Bank
10.2020 - 08.2025

Business Development Manager

Commercial Bank International
01.2018 - 12.2019

Senior Retail Relation Officer

Commercial Bank International
02.2014 - 01.2018

Contact Centre Representative (CCR)

Commercial Bank International
05.2008 - 01.2013

Customer Care Officer cum Accountant

Crown Link
04.2006 - 05.2008

Supervisor

Pizza Station's Restaurant Group
09.2003 - 09.2005

Sales Representative

American Life Insurance Co.
07.2002 - 05.2003

Sales Executive

Kamal Co. for Import& Export
02.2000 - 06.2002

Bachelor of Business Administration - Accounting

Alexandria Academy for Management & Accounting

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Amr Shaaban