Dina El Alfy

• Build and maintain relationships with key stakeholders through continuous communication while providing high level of expertise.
• Attend to stakeholder inquiries and resolve complaints to establish trust and increase satisfaction.
• Develop and cultivate lucrative relationships with existing clients through effective communication and exemplary interpersonal skills.
• Maintain budget reports for current projects with the clients and ensure that stay aligned within the budget.
• Maintain SOA for existing projects and ensure that invoices are submitted/collected within the due date.
• Act as HR point of contact for all outsourced resources to the client.

Additional HR related tasks to the organization:

• Onboard all new employees to the company and provide a seamless onboarding experience.
• Effectively communicate with cross functional departments to provide all requirements for new employees
• Align with payroll team for all new joiners/leavers and ensure that their compensation is processed accordingly in timely manner
• Produce weekly payroll input reports and a monthly consolidated report which include all new joiners/leavers and any current change of status for all employees
• Act as point of contact for all employees regarding their employment contracts & insurance policies eligibility.
• Conduct HR interviews for prospect candidates
• Conduct quarterly HR awareness sessions to the employees for full visibility of their rights and update on the current labor law changes if any.
• Organize employee engagement activities to maximize employee networking and sense of satisfaction of workplace.

• Maintain portfolio of high end clients of A+,A and B categories and ensure that strong professional relationship is maintained and all banking requirements are facilitated efficiently up to the Global Standards
• Provide high quality service up to the Global Standard of HSBC Premier
• Cross-sell wide range of products such as investments, mortgages, off-shore and international services and insurances via client meetings held with in the bank or customer's premises
• Ensure on boarding services are done to international clients as per the Global Standards
• Handle escalated client issues and ensure that all complaints are resolved within committed SLA
• Facilitate emergency services to International Premier Clients as per Premier Global Standards
• Supervise balancing of account tools locally and overseas available at the branch as per audit standards.
• Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
• Built and maintained relationships with new and existing clients while providing high level of expertise.

• Sensitive client engagements by ensuring group global standards are executed
• Maintain client portfolio of 100 cross border customers of C and D categories and ensure quality service is delivered and their requirements are attended
• Provide solutions to clients' problems and following up their complaints without passing SLAs
• Support fourteen Premier Relationship Managers to deliver quality service to Premier clients and enhance relationship development with the Premier team
• Cross-sell products and investment opportunities via client servicing and ensure the Premier global proposition and standards are applied.

• Attend walk in customers and assist their needs
• Support branch sales through referrals
• Participated in team meetings and training sessions to stay informed about product updates and changes.
• Processed customer service orders promptly to increase customer satisfaction.
• Provided primary customer support to internal and external customers.
• Handled customer inquiries and suggestions courteously and professionally.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Updated account information to maintain customer records.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Responded to customer requests for products, services, and company information.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Assist customers with payments and remittances.

• Solve Technical problems to do with PCs, Printers, and Scanners etc
• Solve Company's specific software problems remotely and onboard sites
• Responsible for remedy service management.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Installed, modified, and repaired software to resolve technical issues.
• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Provided basic end-user troubleshooting and desktop support.