Summary
Overview
Work history
Education
Skills
Languages
Certification
References
Timeline
Generic
MAZEN AHMED SAYED

MAZEN AHMED SAYED

Ras Al Khaimah,UAE

Summary

I’m a Banking Support Officer with hands-on experience in leading support teams and ensuring process accuracy in back-office operations. I specialize in reviewing and resolving returned or incorrect customer requests, while supporting agents with coaching, feedback, and internal process guidance.
With a background as an Assistant Team Leader, I’ve built a solid understanding of both front-line challenges and behind-the-scenes process management. I enjoy solving problems, improving workflows, and helping my team deliver consistent, high-quality support.
I’m always open to learning, collaborating, and finding smarter ways to serve customers better.

Overview

14
14
years of professional experience
1
1
Certification

Work history

Officer - Customer Support | Leading Support Team

RAKBANK
Ras al-Khaimah
05.2022 - 09.2025
  • Leading a team of customer support specialists in handling escalated, incorrect, or returned requests, ensuring timely and accurate resolution.
  • Review and process incorrect or returned submissions from front-line agents to maintain service quality and compliance.
  • Act as a point of contact for internal support, assisting team leads in clarifying policies and procedures.
  • Collaborate with team leads and QA teams to identify common issues and propose improvements.
  • Maintain documentation and reporting for workflow trends and recurring errors to support operational decisions.
  • Act as the escalation point for complex or sensitive cases, collaborating with internal departments for resolution.
  • Analyze recurring issues and provide feedback to improve front-line accuracy and process efficiency.
  • Prepare and present regular reports on team productivity, error trends, and performance metrics to management.
  • Continue to build on leadership responsibilities held during the previous Assistant Team Leader role.

Senior Sales Executive

Emirates Integrated Telecommunications Company (DU)
Ras al-Khaimah
08.2019 - 05.2022
  • Successful background in Customer Engagement.
  • Possess a competitive spirit and desire to meet and exceed sales goals/Targets.
  • Handle all administrative aspects of the sales including: completing customer request, accepting customer payments and filing the completed orders.
  • Maintain knowledge of competitive offers and provide critical market feedback to the Store Supervisor regarding local competition and product/service needs.
  • Handle service inquiries from customers.


Senior Sales Executive / Consumer Retail

Etisalat (UAE)
Ras al-Khaimah
08.2016 - 07.2019
  • Sell all products and services.
  • Successful background in Customer Engagement.
  • Possess a competitive spirit and desire to meet and exceed sales goals/Targets.
  • Handle all administrative aspects of the sales including: completing customer request, accepting customer payments and filing the completed orders.
  • Maintain strong knowledge of all products, accessories, pricing plans, promotions and service features.


Senior Specialist call center (First Class Team)

Orange (Egypt)
Cairo, Egypt
06.2014 - 06.2015
  • Handle all incoming/outgoing calls of the call center.
  • Provide best possible service to both external and internal customers to achieve highest level of customer satisfaction.
  • Communicate with other Customer Service sub-divisions to answer all relevant customer inquiries (e.g. Credit, Customer Support and Activation, Outbound & Save Initiatives...etc.)
  • Achieve the requested staffed time on a daily basis to minimize lost call rate.
  • Provide proper information to customers with complete and comprehensive understanding of Orange products and services.

Senior Customer Care Representative (Premium Team)

Vodafone (Egypt)
Cairo , Egypt
01.2012 - 03.2014
  • Handling individual cases although taking all incoming calls as an FCR Cases.
  • Supporting enterprise accounts with different segments.
  • Handling mobile internet problems.
  • Supporting corporate queue by handling SME authorized and end-users inquires.
  • Explore the required negotiation skills for making payments' deals when needed.

Education

Bachelor's Degree - Languages – English Department

Madinah Academy
Giza, Egypt
/2007 - /2011

Skills

  • Leadership and mentoring
  • Banking expertise
  • Anti-money laundering knowledge
  • Cryptocurrency knowledge
  • Six Sigma methodology
  • Root cause analysis
  • Excel proficiency
  • Effective communication
  • Career development strategies
  • Presentation skills
  • Customer service excellence, problem-solving skills, team collaboration

Languages

English
Advanced
Arabic
Native
French
Elementary

Certification

Six Sigma: White Belt , LinkedIn

Cryptocurrency Foundations , LinkedIn

Root Cause Analysis: Getting to the Root of Business Problems , LinkedIn

Setting Team and Employee Goals Using SMART Methodology , LinkedIn

Coaching Skills for Leaders and Managers , LinkedIn

Managing Teams, LinkedIn

Leadership Tips, Tactics, and Advice, LinkedIn

References

References available upon request.

Timeline

Officer - Customer Support | Leading Support Team

RAKBANK
05.2022 - 09.2025

Senior Sales Executive

Emirates Integrated Telecommunications Company (DU)
08.2019 - 05.2022

Senior Sales Executive / Consumer Retail

Etisalat (UAE)
08.2016 - 07.2019

Senior Specialist call center (First Class Team)

Orange (Egypt)
06.2014 - 06.2015

Senior Customer Care Representative (Premium Team)

Vodafone (Egypt)
01.2012 - 03.2014

Bachelor's Degree - Languages – English Department

Madinah Academy
/2007 - /2011

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MAZEN AHMED SAYED