Microsoft Office (Word, Excel, PowerPoint), Google Workspace Excel (advanced), Tableau, Power BI, Google Analytics
Tarek Hussein Mahmoud Hamada
Dubai
Summary
Enthusiastic customer service professional with 19 years of experience working as a liaison between consumers and corporations. Skilled communicator and listener with a knack for remedying conflict, and keen organizational skills which allow for the effective delivery of outstanding service. Maintain the highest level of integrity; dedicated to providing reliable and friendly service without ever compromising the reputation or competencies of the organization.
Seeking a team leader position, customer service, to utilize my expertise in boosting team spirit and performance in an organization. Diplomatic individual with strong leadership and decision making skills. Looking to work in a team leader capacity to oversee the maintenance of the performance level of team members.
Overview
21
21
years of professional experience
2
2
Languages
Work History
Mortgage credit analyst
Huspy
01.2024 - Current
- Analyze commercial mortgage loan applications for credit risk, compliance, and documentation.
- Review documentation including tax returns, income statements, bank statements, and credit reports.
- Assess property, collateral, and credit history to make informed recommendations.
- Collaborate with officers, underwriters, and other departments to gather and verify necessary information.
- Ensure loans meet internal credit policies, investor requirements (e.g., Fannie Mae, Freddie Mac), and guidelines (e.g., Dodd-Frank, HMDA).
- Prepare detailed memos and reports to present findings and recommendations.
- Monitor and ensure timely turnaround of credit analysis.
- Ensure documentation is complete, accurate, and stored appropriately.
- Stay updated on industry trends, lending regulations, and market conditions.
- Preferred Skills (Optional):
- Experience with FHA, VA, USDA, or Jumbo loan products.
- Knowledge of secondary market guidelines and mortgage-backed securities.
- Certification (e.g., Certified Mortgage Banker, NMLS licensing) is a plus.
- Work Environment:
- Office-based or hybrid, depending on employer policies.
- Standard business hours with occasional overtime based on workload.
Senior Customer Service officer
Majid Al-Futtaim Corporation
05.2022 - 09.2024
- Handling team members.
- Suggest and organize team building.
- Back office activities and Floor support for staff.
- Discover training need and provide coaching.
- Answering customers' inquiries via Chat, Email, and Social Media.
- Providing the right information.
- Answering or making outbound transactions to customers to learn about and address their needs, complaints, or other issues with products or services.
- Job Tasks
Senior Customer service officer
DHA – Dubai Health Authority
08.2021 - 04.2022
- Research required information using available resources.
- Research, identify, and resolve customer complaints.
- Process orders, forms, and application.
- Manage and resolve customer complaints.
- Identify and Handle escalation complaints.
- Provide product and service information to customers.
- Handle escalation Complaints.
- Head counts and RTM Management.
- Provide coaching.
- Monitoring and mentoring.
- Identify and Handle escalation complaints.
- Provide product and service information to customers.
- Job Tasks
Senior Customer Service officer
Citi Bank
07.2015 - 02.2020
- Monitor and track the team achievements based on the organization goals.
- Provide feedback and motivate the team members.
- Oversee day to day operation.
- Recognize high performance and reward accomplishments.
- Encourage creativity.
- Suggest and organize team building.
- Job Tasks
Credit Assessment
Citi Bank
10.2014 - 07.2015
- Associate to be on the field to interview and gather information from the company’s representatives in order to prepare business reports.
- Compile data thus collected into reports – taking into account financial data collected, primary and secondary research, documents collected and write all the business observations.
- Collect the information based on the client interface, documents (financial & non-financial), audit evidence and secondary sources and validation of information.
- Job Tasks
Coordinator staff
Espaces
02.2012 - 10.2014
- Communicating with clients or employers about project, event or campaign expectations and goals.
- Collaborating with clients or employers, finance teams and other team members on budgeting and allocating funds.
- Delegating tasks to appropriate team members.
- Managing deadlines and progress across the team to ensure the project is delivered on time and on budget.
- Organizing third-party providers and vendors to deliver elements that can’t be produced in-house.
- Overseeing the delivery of projects and making adjustments as necessary to ensure they are delivered to specifications and high standards.
- Collecting and analyzing feedback from customers and other.
- Job Tasks
International Sales Officer
Barbhaya LLC (Trust Port Anti-Virus)
04.2007 - 02.2012
- Assist in all new customer accounts and update current accounts to provide efficient services.
- Analyze all customer care services and associate products to increase quality for same.
- Develop strategies for sale products and services and provide forecast as established by department and company.
- Coordinate with marketing executive and determine sale of new products to current trading center.
- Evaluate all completed jobs for variations in component costing.
- Coordinate with marketing executive and determine sale of new products to current trading center.
- Evaluate all completed jobs for variations in component costing.
- Job Tasks
HR
InfoSec
06.2004 - 01.2007
- Handles a team of more than 10 people.
- Payroll processing and recruitment end to end coordination.
- Visa processing, renewals, leaves, absences and trade license process.
- Daily engagement on employee relations related to HR requests such as certificates, flight bookings and ticket queries.
- Coordinate with the PRO and direct coordination to the main office.
- Job Tasks
Education
Bachelor Degree - Computer Science
01.2001
Skills
Analytical & Financial Skills
Credit risk analysis
Financial statement analysis
Income & asset verification
Mortgage underwriting
Credit scoring interpretation
Cash flow analysis
Attention to Detail
Communication Skills
Time Management
Problem Solving
Confidentiality & Integrity
Software
Timeline
Mortgage credit analyst - Huspy
01.2024 - Current
Senior Customer Service officer - Majid Al-Futtaim Corporation
05.2022 - 09.2024
Senior Customer service officer - DHA – Dubai Health Authority
08.2021 - 04.2022
Senior Customer Service officer - Citi Bank
07.2015 - 02.2020
Credit Assessment - Citi Bank
10.2014 - 07.2015
Coordinator staff - Espaces
02.2012 - 10.2014
International Sales Officer - Barbhaya LLC (Trust Port Anti-Virus)
04.2007 - 02.2012
HR - InfoSec
06.2004 - 01.2007
Modern Academy - Bachelor Degree, Computer Science