Mahmoud Adel
Summary
With +9 years of experience in Customer Service and Banking, I'm passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer satisfaction best practices and related options, along with high understanding of AML roles, KYC / EDD Remediation, checks, sanctions, payment orders, swift TT, cash management and fraud & financial crimes reporting. I'm currently seeking new opportunities that suits my expertise and contribute significantly to organizational growth and offers a professional development.
Overview
12
12
years of professional experience
Work History
Customer Service Representative / Front Desk
Roads And Transport Authority (RTA)
04.2022 - Current
- Displayed pleasant and professional voice and manners, positively representing organization, and helping to develop rapport with customer base and build lasting relationships
- Handled frequent work process interruptions with flexibility and poise
- Achieving exceptional record for mystery shopper surveys executed by Dubai Executive Council measuring customer satisfaction
- Handing more than 200 customers inquiries, suggestions, and transaction courteously and professionally
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
- Updated and maintained database with accurate customer information and timely data entry.
Banking Customer Service Representative
Bank Of Baroda
01.2022 - 04.2022
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts
- Handled customer complaints and inquiries in courteous and efficient manners
- Followed up with customers regarding product functionality and overall satisfaction
- Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience
- Supported branch sales goals with effective cross-selling of banking products, increasing overall revenue.
Senior Bank Teller
Banque Misr
03.2019 - 12.2021
- Achieving approximate of a 180 transaction on daily basis
- Eliminate the risk of cash by ensuring compliance with the AML roles like source of fund and large activity report as per CBE and compliance procedure
- Reporting any suspicion transaction to compliance team
- Bundling, classifying the cash and delivering Local currency to authorized collection agent with accurate and proper receipts
- Sell & buy different currencies with market rates
- Delivered exceptional customer service during high-volume periods, effectively managing wait times and workloads
- Maintained a balanced cash drawer with meticulous attention to detail, ensuring accuracy in all transactions
- Performed end-of-day reconciliation tasks accurately, contributing to smooth daily closeout procedures within the branch
- Assisted branch management with audits and compliance requirements, maintaining an exemplary record of accuracy.
Customer Relationship Officer
Banque Misr
01.2017 - 02.2019
- Developed strong relationships with clients to grow business networks
- Responded promptly to customer queries to increase overall satisfaction
- Generated leads and located opportunities for market expansion and business growth
- Provided product information to customers and aligned products with customer needs to boost satisfaction
- Managed customer relations on ongoing basis to maximize customer retention
- Developed targeted marketing campaigns for specific customer segments, increasing engagement rates among clients
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
Customer Service Representative
Banque Misr
03.2014 - 12.2016
- Extends superior customer service by attending to customer queries, complaints, amendments, and cancellation as per procedures
- Manage customer bank accounts; open, close and oversee transactions
- Worked with management team to streamline customer service processes
- Created customer service training systems to properly onboard new staff
- Activate and block Debit Cards and Credit Cards and provided customers with information about their balances for their account, loans, credit cards etc
- Capture customer complaints effectively and forward them to Interact Team
- Record customer requests and ensure that they are processed within the stipulated TAT
- Cross sell all the bank products to customers and generate leads
- Inform customers and migrate them to IVR, Internet Banking or SMS Mobile Banking with a view to reduce the number of calls.
Customer Call Center Representative
Orange
12.2012 - 12.2013
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers
- Responded to telephone inquiries and complaints following standard operating procedures
- Documented and detailed calls and complaints using call center's CRM database.
Education
Bachelor of Accounting - Accounting & Business Management
Tanta University
Tanta, Egypt07.2012
Skills
- Customer Service
- Complaint Handling
- Transaction Processing
- Fraud Detection
- Regulatory Compliance
- Time Management
- Critical Thinking
- Problem-Solving
- Risk Management
- Banking Software Proficiency
- Portfolio Management
- Credit and Collections
- Sales & Business Development
- Cash Handling
Languages
Arabic
English
References
- Mohamed Fawzy, Banque Misr, 00201156444056
- Ahmed Khattab, Banque Misr, 00201119020245
Timeline
Customer Service Representative / Front Desk
Roads And Transport Authority (RTA)
04.2022 - Current
Banking Customer Service Representative
Bank Of Baroda
01.2022 - 04.2022
Senior Bank Teller
Banque Misr
03.2019 - 12.2021
Customer Relationship Officer
Banque Misr
01.2017 - 02.2019
Customer Service Representative
Banque Misr
03.2014 - 12.2016
Customer Call Center Representative
Orange
12.2012 - 12.2013
Bachelor of Accounting - Accounting & Business Management
Tanta University
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