Marwa Essam Ahmed
Dubai
Summary
Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Quick learning new technologies and processes for driving success. Proven track record of successfully managing multiple assignments and developing innovative solutions.
Overview
7
7
years of professional experience
Work History
Service Quality Specialist
Emirates Islamic Bank
12.2021 - Current
- Monitoring Customer Interactions through: Inbound calls, Service requests, Emails, Social media, WhatsApp chats, Customer Feedback Surveys (EDM).
- Forwarding needful insights to Stakeholders for Key process enhancement, amendments and Initiatives.
- Various range of call audits (Fraud reporting, Live escalations, Product inquiries: (Cards, Finance, Accounts , FDs).
- Complaints management, Daily MIS, MTD and MOM analysis.
- Complaints volume reduction and control. (Identify root cause, Process Streamline, Feedback, Front liners empowerment).
- Active Service Recovery.
- Designated Coach (Performance metrics, Areas of improvement, Set time bound and achievable goals for agents).
- Internal communication emails to cultivate awareness on vital queries.
- Induction sessions and weekly huddles.
- Leadership Presentations.
Priority Banking Relationship Manager
SAIB Bank
04.2017 - 02.2020
- Developed and maintained strong relationships with high-net-worth clients, leading to long-term loyalty and trust.
- Enhanced client satisfaction by providing personalized financial advice and exceptional customer service.
Skills
- Expert Problem Solving
- Management collaboration
- Advanced Communication
- Adaptability
- Continuous Learning
Timeline
Service Quality Specialist
Emirates Islamic Bank
12.2021 - Current
Priority Banking Relationship Manager
SAIB Bank
04.2017 - 02.2020
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