Hamdy Ibrahim
Dubai
Summary
Provide customer support services on the company platforms, troubleshoot technical problems and provide/address solutions to customers, handling different customers - irate customers, offensive customers and defensive customers, improve customer satisfaction and promote the company’s brand name.
Overview
20
20
years of professional experience
Work History
Senior Relationship Officer
Abu Dhabi Islamic Bank
11.2014 - Current
- opening all type of accounts: current, saving, time deposit, ghina saving for individuals
- interact with customers for sales of ADIB’s deposit and financial products by ensuring service efficiency
- achieving the target in all products which assigned by retail management like personal finance & auto finance & visa covered cards & takaful
- promote and sell ADIB’s products such as: personal finance, Auto finance, and covered card
- provide all information for the customers about the accounts and products
- solve the problems of the customers
- print statements and all types of certificates
- receive applications of debit cards and chques books requests
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Achieved goals for sale of bank products and services and exceeded performance metrics for customer service.
- Maintained knowledge on banking products and distribution to provide optimal service support.
- Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
- Developed and maintained strong knowledge of multiple products and varying levels of benefits within each product.
- Prepared contracts and related documentation according to strict standards.
- Targeted accounts at senior and executive levels and secured funding for future initiatives.
Customer Service Representative
Qatar Islamic Bank
11.2013 - 11.2014
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
Personal Banking Representative
Abu Dhabi Islamic Bank
12.2009 - 11.2013
- Increased customer satisfaction by providing personalized banking solutions and exceptional service.
- Handled sensitive customer information with utmost confidentiality, adhering to strict privacy guidelines.
- Enhanced branch reputation by consistently delivering excellent customer service experiences across diverse demographics.
- Conducted regular financial reviews with clients to identify their needs and recommend appropriate banking products.
- Assisted customers with account management, including opening new accounts, updating existing ones, and resolving issues.
- Participated in community events as a representative of the bank, fostering goodwill within the local area.
- Managed a portfolio of high-net-worth clients, strengthening relationships through proactive communication and tailored financial advice.
- Supported the achievement of sales targets by actively promoting special promotions and incentives.
- Initiated follow-up calls with existing customers regularly, resulting in higher retention rates.
- Facilitated loan application processes for personal clients, guiding them through requirements documentation completion to approval stages smoothly.
- Assisted colleagues in managing workload during peak times or absences to ensure seamless service delivery to clients.
- Improved efficiency in daily operations by streamlining internal processes and suggesting improvements where needed.
- Ensured compliance with bank policies and regulations during all customer interactions.
- Contributed to branch growth through cross-selling and upselling of bank products and services.
- Educated customers on digital banking tools, leading to increased adoption of online and mobile services.
- Maintained up-to-date knowledge of industry trends and competitor offerings for better client servicing recommendations.
- Resolved customer complaints in a timely manner, maintaining professionalism while addressing concerns empathetically.
- Provided support during audits by ensuring accurate record-keeping and adherence to procedures.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Promoted financial products by maintaining excellent service offering knowledge.
- Cross-sold bank products and services to meet customer needs and provide options.
- Networked to increase client base and encourage existing clients to expand financial portfolios.
- Answered customer questions and explained available services such as deposit accounts, bonds, and securities.
- Balanced cash drawers and vault accounts
- Followed up with customers to gather feedback and provide additional assistance.
- Verified customer identity and reviewed documentation for accuracy.
- Greeted customers and delivered information about new account processes.
- Presented new and additional products and services to existing customers.
- Interviewed customers to obtain information needed for opening new accounts or renting safe-deposit boxes.
- Activated new accounts and issued customer identification numbers.
- Provided customers with additional information regarding account services.
Call Center Agent
Abu Dhabi Islamic Bank
09.2006 - 12.2009
- 1- Ensure providing superior customer’s service as answering all incoming calls with maximum quality and highest productivity
- 2- Recognizing and convert sales opportunities while answering prospect customer’s inquiries and deepen existing customer’s relationships by cross selling and generating sales lead
- 3- Applying sounds and accurate product knowledge
- 4- Follow up all activities and requests arising from customer’s calls and deliver as promised
- 5- Complaint’s handling and problem’s resolution
- 6 -checking and updating customer data and information
- 7- Provide management with valid and regular customer’s feedback
- 8- Ensure efficient secrecy by applying the standers security measurements before providing any information to callers as specified by bank’s policy and procedures
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
- Boosted client retention rates by providing exceptional customer service and building rapport with callers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Balanced competing priorities under pressure without compromising the quality of service provided.
- Provided support for escalated calls, acting as a liaison between the customer and upper management when necessary.
- Reduced average handle time with thorough product knowledge and quick problem-solving capabilities.
- Addressed customer account discrepancies and concerns.
- Resolved customer issues promptly, ensuring satisfaction and loyalty.
- Implemented and developed customer service training processes.
- Identified and resolved discrepancies and errors in customer accounts.
Help desk & Customer Services Agent
Alex commercial bank (Cairo -EGYPT)
06.2005 - 09.2006
- 1-Provide superior customer service in a friendly and knowledgeable manner
- 2-Process transactions efficiently and accurately
- 3-Refer enquiries to the appropriate staff
- 4-Maintain a general knowledge of the bank’s common products and services
- 5- Ensure all Bank & Industry service standards and codes of conduct are adhered to
- 6- Understand and apply branch operating policies and procedures
- 7- Assisting in Sales: personal loans, car loans, credit cards
- 8-receive and handle the complaints of the customers
- 9-meet the customers and arranging appointments with the companies and departments to explain them the bank products
- 11- Assist customers with self-service banking
- 12- Effectively use a variety of computer programs to access customer details and databases, and research options
- 13- Maintains customer records by updating account information
Education
Bachelor's degree - Accounting & Business Administration
Menoufia University
Menoufia01.2005
Skills
- UAE driving license
- Good knowledge in using Microsoft office
- ORACLE programming language course
- HTML language
- Creating a Positive Attitude Course
- Success over Stress Course
- Preparing For change Course
- Emotional Intelligence in the Workplace Course
- Enhancing Listening Skills Course
- Emotional Intelligence and Teamwork Course
- English conversation course
Languages
Arabic & English
Personality
- Hard Working.
- Working under the pressure.
- Work Team.
- Excellent to ability.
- Cooperative.
Timeline
Senior Relationship Officer
Abu Dhabi Islamic Bank
11.2014 - Current
Customer Service Representative
Qatar Islamic Bank
11.2013 - 11.2014
Personal Banking Representative
Abu Dhabi Islamic Bank
12.2009 - 11.2013
Call Center Agent
Abu Dhabi Islamic Bank
09.2006 - 12.2009
Help desk & Customer Services Agent
Alex commercial bank (Cairo -EGYPT)
06.2005 - 09.2006
Bachelor's degree - Accounting & Business Administration
Menoufia University
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