Doaa Hamdy

Customer service & Telesales:-

• Receive and process customer requests from multiple communications channels (walk-in , calls, emails, chat and online/mobile banking) to provide services such as :- open/close accounts, sale/ cross-sale/ after-sale for new & existing customers,
• Handle customers inquiries, complaints and comments on daily basis end to end to provide high levels of customer satisfaction and built customer rapport.
• Analyze customer needs and wants by recommended products matching with them to met budget targets through responsible planning and resource allocation.
• Increased sales more than 30% by working with creative and different way.

Teller:-

• To perform with financial transactions (Cash management, Security items and cheque, deposits, withdrawals, remittance, exchange , loan payments ) timely & accurately .
• Completed special procedures for customers, ordering new cheque, stopping payments , deliver new ATM & credit card.

Admin:-

• Ensure proper documentation, correctness& completeness of all applications/forms.
• Ensure to attain up-to-date products and policy process knowledge at all times (campaigns/promotions).
• Organized files to support efficiency and traceability.

Operation:-

• Adherence to all established bank policies , operating system, service quality standers and code of conduct for smooth workflow high service quality and low level of operational risk.
• Maintain branch operational files according to retention and compliance guidelines (KYC,FATCA,CRS ), also legal approval emails for official documents (power of attorney , trade license ),
• Handling police letters/enquirers routed from MOI or police stations (All UAE),

• Handling walk-in customers with replying their inquiries and questions, solving their problems by contacting and organizing with related departments.
• Achieving referred individual and product target to reduce total loss and normalizing maximum percentage of delinquent cases to maximize profitability and reducing risk of consumer banking budget.
• Responsible for Personal & Auto Finance and Credit Card overdue collections for high balance and VIP customers of soft bucket of delinquency.
• Managed over 75 customer's calls per day.
• Converting overdue receivables (bad debt) to cash, ensuring customer makes payment for entire overdue amount to bank.
• Filing and releasing police cases on defaulters, generating clearance letters, negotiating and finalizing deals for settlements and reschedules.

• Resolved vendor and employee inquiries with excellent tax and finance knowledge & prepared invoices.
• Updated balance sheets with accurate asset and liability information.
• Maintained petty cash for ad-hoc business expenses.
• Investigated and helped resolve collections and billing disputes.
• Manage 50 customer's calls per day.