Summary
Overview
Work History
Education
Skills
Timeline
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Hanan Chaer

Hanan Chaer

Dubai

Summary

Skilled at helping customers and business accounts to meet financial needs by developing customized product and service solutions. Well-versed in solving routine and complex financial problems. Good communication, multitasking and conflict resolution skills.

Overview

10
10
years of professional experience
15
15
Certification

Work History

Senior Universal Banker

HSBC
01.2020 - Current
  • Responsibilities - Prepared over 70 sales contracts per week: Negotiated and finalized sales contracts with clients - Resolved customer concerns promptly to maintain satisfaction: Identified and addressed customer issues in a timely and efficient manner, ensuring that customers were satisfied with the products and services they received
  • Page 1 of 6 - Conducted market research to identify potential customers, and developed and implemented strategies to generate new leads
  • Utilized a variety of sales techniques, including cold calling, networking, and social media, to build relationships with customers and drive sales
  • Provided excellent customer service to clients, resolving problems quickly and efficiently
  • Maintained regular communication with clients to assess their satisfaction, resolve complaints, and promote new offerings
  • Acquired new customers and identified their needs to offer relevant products, resulting in increased revenue
  • Monitored weekly sales and wrote reports for senior leadership, identifying opportunities to streamline operational processes
  • Achievements - Consistently exceeded sales quotas by 15% or more, resulting in significant revenue growth for the company
  • Developed and implemented a new sales training program that resulted in a increase in sales
  • Successfully resolved complex customer issues, meeting quarterly targets of $120,000 in sales, demonstrating strong problem-solving and negotiation skills.

Digital Engagement Officer

HSBC Bank Middle East
10.2017 - 01.2021
  • Contributed to and executed digital strategies to increase brand awareness and drive traffic to the website
  • Worked closely with social media team to engage with customers and promote products and services
  • Contributed to and implemented content marketing strategies to attract and retain leads
  • Worked with the sales team to develop and execute digital sales strategies
  • Tracked and analyzed digital analytics data to measure the effectiveness of digital strategies
  • Contributed to the improvement of the company's digital journey by providing insights and recommendations
  • Led UAT (User Acceptance Testing) projects to ensure that new digital products and services met the needs of customers
  • Page 2 of 6
  • Achievements: - Increased website traffic by 20% - Generated 1000 new leads through social media - Improved the company's digital journey - Led the successful UAT of new digital products and journeys.

Digital Customer Experience Analyst

HSBC Bank
01.2017 - 10.2017
  • Responsible: - Analyzed and interpreted customer experience data (NPS) to draw accurate conclusions and improve customer experience
  • Created and delivered action plans based on NPS results, driving improvements by raising change requests with relevant business and technical teams to fix issues or improve services
  • Managed complaints for Personal Internet Banking, resolving issues and providing excellent customer service
  • Prepared monthly reports for senior management and stakeholders, highlighting areas for improvement and tracking progress
  • Coordinated small to medium scale digital optimization tasks, ensuring issues were resolved in a timely manner and efficiency was improved
  • Participated in digital initiatives throughout the development lifecycle, providing feedback to make customer journeys quick, easy, and intuitive
  • Supported digital teams in gathering customer feedback, ensuring the voice of the customer was integrated into the Digital Agenda.

Executive Assistant

11.2015 - 12.2016
  • Manage the day-to-day operations of the office, including responding to emails and phone calls, scheduling meetings and appointments, and managing travel arrangements
  • Provide confidential support to the Head of Digital Banking, including handling sensitive information and managing complex projects
  • Coordinate with other departments and external stakeholders to ensure smooth operations
  • Stay up-to-date on industry trends and developments to provide relevant information to the Head of Digital Banking
  • Proactively identify and solve problems to ensure that the Head of Digital
  • Banking is able to focus on its strategic priorities.

Sales and Service Officer

06.2014 - 11.2015
  • Delivered presentations and demonstrations to persuade clients to buy new services and products
  • Developed and delivered presentations that were clear, concise, and persuasive
  • Used data and evidence to support my claims and overcome objections
  • Built rapport with clients and created a sense of urgency
  • Performed informal and formal needs assessments for individual customers to recommend suitable goods and services
  • Gathered information about customer needs and goals
  • Developed a list of recommended products and services
  • Presented recommendations to the customer and answered any questions
  • Took calls and escalated complex inquiries to appropriate members of staff
  • Answered customer questions in a timely and helpful manner
  • Escalated complex inquiries to the appropriate team members
  • Provided updates to customers on the status of their inquiries
  • Responded promptly to customer questions to improve customer loyalty and satisfaction
  • Answered customer questions in a timely and accurate manner
  • Went the extra mile to resolve customer issues
  • Followed up with customers to ensure that they were satisfied with the resolution
  • Negotiated and used persuasive skills to overcome objections
  • Identified and addressed customer objections
  • Used persuasion techniques to overcome objections
  • Closed deals and generated revenue
  • Handled customer complaints, providing appropriate solutions and recommending alternatives
  • Resolved customer complaints in a timely and efficient manner
  • Provided solutions that met the customer's needs
  • Recommended alternatives when necessary.

Education

High School Diploma - undefined

Dubai National School

Skills

  • Top Skills
  • Net Promoter Score
  • Social Media Communications
  • Customer Loyalty
  • Languages
  • English (Full Professional)
  • Arabic (Full Professional)
  • Certifications
  • Design Thinking: Customer
  • Experience
  • Connecting Your Work to Your
  • Purpose

Timeline

Senior Universal Banker

HSBC
01.2020 - Current

Digital Engagement Officer

HSBC Bank Middle East
10.2017 - 01.2021

Digital Customer Experience Analyst

HSBC Bank
01.2017 - 10.2017

Executive Assistant

11.2015 - 12.2016

Sales and Service Officer

06.2014 - 11.2015

High School Diploma - undefined

Dubai National School

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Hanan Chaer