Summary
Overview
Work History
Education
Skills
Websites
Hobbies and Interests
Languages
Personal Information
Timeline
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Karim Moussa

Dubai

Summary

Dynamic customer service professional with a proven track record at Emirates NBD Tanfeeth, excelling in relationship management and issue resolution. Skilled in Microsoft Excel and active listening, I consistently enhance customer satisfaction and drive retention strategies, ensuring seamless banking experiences and effective solutions for diverse client needs.

Overview

6
6
years of professional experience

Work History

Relationship Associate Officer

Emirates NBD Tanfeeth
Dubai
08.2023 - Current
  • Answer customer contacts professionally and accurately in line with the latest guidance.
  • Evaluate customers' financial needs, provide banking solutions and refer them to the appropriate branch officers as needed.
  • Create new checking, savings and other deposit accounts for clients.
  • Clearly explain product and service benefits, requirements and restrictions, changes and other related product information to clients and bank employees.
  • Provide ongoing banking relationship services with existing clients.
  • Ensure customer satisfaction and resolve issues with banking products or services.

Senior Customer Service Representative

Etisalat UAE
Dubai
11.2021 - 08.2023
  • Managed high-value service for VIP clients, including Shaikhs and Nobles.
  • Handled over 60 inbound and outbound calls daily, ensuring prompt assistance.
  • Delivered technical support for mobile and home services to enhance customer experience.
  • Utilized active listening and problem-solving skills to resolve client issues effectively.
  • Coached new team members on service techniques, fostering skill development.
  • Provided accurate, valid, and complete information to customers on service requests.
  • Followed established procedures for each service request, maintaining compliance with key performance indicators.

Patient Experience Strategy and PMO

Andalusia hospital group
Alexandria
01.2021 - 10.2021
  • Developed patient experience strategy to enhance service delivery in Egypt and Saudi Arabia.
  • Tracked progress of new projects on a daily basis to improve consumer satisfaction.
  • Managed satisfactory resolutions and corrective actions for patient formal complaints.
  • Created project plans and objectives sheets for annual targets.
  • Facilitated daily meetings with operational managers to address ongoing issues.
  • Documented meeting minutes to maintain clear communication records.
  • Designed technical upgrade paths, integrating requested functionalities and performance improvements.
  • Organized meetings with functional managers to discuss critical operational issues.

Customer Service Representative

Sutherland Global Company
Alexandria
11.2019 - 01.2021
  • Maintained high customer satisfaction through proactive strategies addressing needs and resolving concerns.
  • Handled over 60 calls daily, managing inquiries and complaints effectively.
  • Responded promptly to requests for products, services, and company information.
  • Facilitated escalations and followed up on unresolved issues.
  • Managed calls from managers to ensure seamless communication.
  • Recommended products, providing detailed explanations to enhance customer understanding.
  • Answered questions about products and services while suggesting additional offerings to engage potential customers.

Education

Bachelor - Accounting And Finance

Faculty of Commerce
Alexandria , Egypt
07-2019

Skills

  • Communication skills
  • Microsoft Excel
  • Customer satisfaction
  • Telesales and cross-selling
  • Retention strategies
  • Issue resolution
  • First contact resolution
  • Relationship management
  • Problem solving
  • Project management
  • Active listening

Hobbies and Interests

  • Gym
  • Travel
  • Reading

Languages

  • English
  • French
  • Arabic

Personal Information

  • Date of Birth: 04/01/95
  • Nationality: Egyptian
  • Driving License: True
  • Marital Status: Single

Timeline

Relationship Associate Officer

Emirates NBD Tanfeeth
08.2023 - Current

Senior Customer Service Representative

Etisalat UAE
11.2021 - 08.2023

Patient Experience Strategy and PMO

Andalusia hospital group
01.2021 - 10.2021

Customer Service Representative

Sutherland Global Company
11.2019 - 01.2021

Bachelor - Accounting And Finance

Faculty of Commerce

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Karim Moussa