Ahmed Ramadan

• Kept company databases accurately with manual and automated data entry.
• Maintained balanced and current calendars for all team members and the office as a whole.
• Delivered professional support to all users through chat support.
• Assisted with business presentations by preparing charts, graphs, and performance reports.
• Highlighted financial trends and discrepancies reports.
• Fielded inquiries from team members, customers, and public agencies related to E-Sports work.
• Coordinated office meetings by handling timing, meeting spaces, and related services such as catering.
• Maintained compliance with all IT policies and verified consistent data confidentiality.
• Supported daily business operations through installation, repair, and peripheral equipment.
• Enhanced collaborative efforts with improved handling of communications and related files.
PROJECTS
GamaRise E-sports
"CRM”
• We are the official platform for the Kuwaiti Esports Club “KEC” tournaments.
• Developing and support of esports at all levels and sites.
• Organizing national championships, competitions, and cups in esports.
• Development of norms, requirements, conditions, and procedures for awarding ranks and titles in esports.
• Development of international esports relations, including ensuring the participation of national teams at
international competitions.
• Organizing and supporting broadcasting and distribution of esports activities across all media channels.
“UAT, System Administrator”
• Implementation of GamaRsie e-sports App\web"
• Captured and tested all modifications to proposed functional requirements.
• Monitoring all actions and transactions to meet all project timelines and deadlines.
• Collaborated on market research studies for technology and gaming clients, including but not limited to
ad/creative tests, brand studies, trackers, messaging/positioning evaluation, and market segmentation.
• Participated in all steps of a project including but not limited to: proposal drafting, survey design, questionnaire
writing, data analysis, report writing and delivery, presentation, and debriefing.
• Evaluating the core system efficiency honoring the transactions. Collecting and analyzing customer data
• Using CRM systems to manage player relationships.
• Developing new ways and enhancing the app to meet customers’ needs.
• Overseeing all interactions with players and Handling their complaints on all channels: “platform, discord, social
media”
• Developing marketing campaigns to attract new players.
• Assisted clients and my team in producing high-quality applications.
WSL “World esports league
“CRM, Moderator”
• Created and organized the play-offs for the Kuwaiti international e-sports league which qualifies for the WSL
• reviewed, and guided all discussions, debates, qualifications, and all related interactions to ensure all shared
content is appropriate and followed community rules.
• Responsible to create a space for positive and safe interaction.
• Worked with a can-do mindset, ready to jump on new opportunities and be fast and flexible to get the job done
while maintaining acute attention to detail.
• appropriately respond to commonly asked questions with answers that adhere to Kuwaiti standards; and relayed
information in an easy-to-digest manner that is intended for a broad audience on all channels: “platform, discord,
social media”

• Manage large amounts of inbound calls promptly.
• Proactively delivering product best practices, personalized recommendations, and updates.
• Handling all the customer's complaints within the UK standards and regulations.
• Enhancing customer experience by providing high-level customer service and support according to the established policies and procedures.
• Identifying customers' needs, clarifying information, researching every issue, and providing solutions and/or alternatives.
• Demonstrating the use of alternative service delivery channels.
• Building long-term customer relationships and ensuring timely response and resolution of issues.
• Investigating and resolving all service issues and/or product problems.
• Seized opportunities to upsell products when they arise.
• Building sustainable relationships and engaging customers by taking the extra mile.
• Forwarding & follow up on all requests and unresolved issues to the designated resources departments.
• Frequently attend educational seminars to improve knowledge and performance level.
• Sustained revenue by bringing in new customers and continuously connecting with established accounts.
• Assisted with tasks and work duties during slow periods to maintain team productivity.
• Enhanced customer satisfaction with fast, knowledgeable service.
• Completed accurate work tasks by carefully reviewing daily team performance and commitment promptly and with minimal oversight as assigned by the team manager.

• Manage large amounts of inbound calls and deliver technical resolutions promptly.
• Account Management: Managing all customer's needs, modifying their accounts, Upgrading, downgrading, repackaging, and modifying the features of their services.
• Tech Support: Troubleshooting and responding to routine customer inquiries with high-quality resolutions.
• Enhancing customer experience by providing high-level technical support and customer service according to established policies and procedures.
• Worked as technical resource accountable for analyzing, supporting, and troubleshooting customer technical inquiries providing alternate solutions as needed.
• Identifying customer needs, clarifying information, researching every issue, and Providing solutions and/or alternatives.
• Admin & Communication: Reviewing customer issue logs and proposing resolutions, escalating issues that require more advanced knowledge.
• Customer Success: Providing service support for businesses & clients for overall satisfaction and retention of these business customers through knowledge of the core business and products.
• Customer Satisfaction: Building long-term customer relationships and ensuring timely response and resolution of issues.

Achievements:
• BCP: Contributed and implemented Customer Care Strategy aligned with the Operations Road map.
• BDP: Proposed and improved some processes and organizational optimization honoring more efficiency, development, and reduced cost.
• Assisted in process improvement initiatives according to standard procedures.
• BIP: Implemented process improvements, formulating recommendations to enhance customer service delivery and minimize inefficiencies.
• Guided less experienced team members.

• Cemented company standards with consistent operational and visionary leadership.
• Exceeded business expectations with high-quality service delivery and effective business management.
• Boosted the success of the leadership team by recruiting, molding, and retaining exceptional managers.
• Kept the organization on a sound footing by tenaciously pursuing and resolving operational and financial deficiencies.
• Boosted company profile, smoothly interviewing with media professionals, attending conferences, and giving polished speeches.
• Served as liaisons between organizations, shareholders, and outside organizations.
• Directed and coordinated activities of businesses involved with buying or selling investment products or financial services.

• Document Controller: Assisting customers in all basic inquiries and requests (account opening, statements, checkbooks..).
• Compliance: Ensure compliance with bank policies for all service requests received from clients within the regulations of the UAECB.
• Strong knowledge of Compliance Risk management and best practices.
• Possess experience in compliance and regulatory affairs including AML/KYC, EDD, etc.
• Delivering the most personal banking experience to all customers.
• Account management: Answering all customer's inquiries on refinancing, payouts, modifying interest rates, service
charges, and account histories while complying with disclosure requirements, regulations, and consumer privacy policies.
• Avoided revenue losses with diligent attention to customers’ needs and complaints.
• Helped improve processes and products by relaying customer feedback.
• Customer Satisfaction: Adherence to the best service delivered to all customers, handling all dissatisfactions and conflicts in the most efficient and professional way.
• Customer Success: Earning client's trust, enthusiastically adhering to all required service standards as a role model for other branch staff.
• Upselling: Utilize standard sales techniques to generate new business.
• Maintained full compliance with legal, health, and safety regulations.

Achievements:
• Assigned as branch Senior Officer.
• Compliance: Daily Branch transactions maintenance and review to ensure full compliance with bank secrecy and the UAECB regulations and reporting any suspicious activities.
• Planning: Prepared the daily/weekly/monthly reports and target achievements analysis.
• Set and implement monthly/quarterly/semi-annually and annual branch plans to achieve the set targets of Assets and liabilities.
• Revenue Management: Expanded the branch portfolio by focusing on new customers and targeting approved companies yet opening channels for new ones.
• Sales Management: Properly distributed the branch's target over the personal banker’s branch team.
• Assisting other personal bankers in all financial situations and cross-sell the bank products by opening new sales channel opportunities.
• Coordinating with branch staff and other business lines to achieve targeted budget value and volumes set for products and services (credit cards, deposits, loans, etc…) to achieve objectives growth.
• Cross-Selling: Effectively maintains existing business, contacting potential customers to establish and develop business relationships, promoting our products and services to achieve targets.

• Full knowledge of the T24/ CTL Prime application responsible for the card’s operations, production, processing,
transactions, installments, disputes, and statement generating.
• Card Management: Full awareness of the card's operations, statements, and all accrued interest calculations.
• Card Compliance: Processing and Reconciliation of the Visa/MasterCard chargeback.
• Full Knowledge of Visa/MasterCard Rules and regulations, Compliance regulations, and chargeback reason codes.
• Production: Processing new applications for Merchant, Debit/Credit card, renewals, dispatch, and executing end-to-end card production process.
• Executing all card maintenance requests eg.
• Expiration, PIN, address modification, and loss.
• Reconciliation: Executing Card & POS Operation transactions/activities and reconciliation processes effectively to ensure proper settlements.
• Fraud Control: Full control of the CTL Fraud Guard Security system with transaction monitoring responsibilities in both Egypt & UAE.
• Fraud Analysis: Monitoring and hunting all suspicious - illegitimate transactions and taking the necessary actions afterward.
• Review daily card operation reports and complete miscellaneous fraud monitoring tasks.
• Disputes: Analysis of customer dispute letters, affidavit of fraud, and other documents received from Card Members including Visa/MasterCard.

Achievements:
• Engaged in all card/POS-related system testing for all enhancements and new systems.
• Assigned for “UAT” implementation of the SMART CHIP upgrade, transactions impact, and efficiency on the main core system.
• Assigned for “UAT” implementation of the new OPEN2 core banking system upgrade with full monitoring of the effect of all ATM transactions.

• Delivering world-class customer service building customer satisfaction and loyalty.
• Providing effective and timely resolution of a range of customer inquiries.
• Strive for one-call resolution of customer issues.
• Handling a high influx of inbound calls within a dynamic call center environment.
• Managed multiple priorities and maintained effective results in a quota-driven workplace.
• Increasing the customer experience by providing information on new products, rate plans, and services through upselling opportunities.
• Remain up-to-date on banking information, new bank products, enhancements, system changes, and compliance issues.

Achievements:

• Team Management: Assigned as shift in-charge, handling agents, monitoring calls ratio, intervals, and shift reports.
• Fraud Control: Managing Fraud Guard Security system responsibilities for both Egypt & UAE.
• Monitoring all suspicious activity and card transactions, taking the illegitimate transactions to the next risk level ( blocking, investigation, and disbursement).
• Assigned for the “UAT” implementation of the new AVAYA phone banking system.
• Proudly prepared the new “OPEN 2" core banking system END USER MANUAL”, of the call center part updated in the policy folder & procedures, Call Center section including training guidelines and staff motivation for achieving the business plan.
• Humbly rewarded by the respective CEO for the achievement.

• Account management: Assisting customers to open and manage their bank accounts and finances.
• Managing clients' bank accounts, including opening and closing accounts, and overseeing transactions.
• Advising clients on financial services and resolving their issues.
• Customer Success: Worked closely with clients to determine their banking needs to provide individualized service by
providing tailored banking solutions.
• Cross-Selling: Reaching out to potential customers to cross-sell our financial products (various accounts, Deposits,
Loans, and CC).
• Administration Management: forward all requests and unresolved issues to the designated resources departments.
• Handling all uncompleted walk-in customer requirements and complaints.
• Internal Communication: Investigating - resolving all service issues and/or product problems in regard to
communicating with different departments on Operational requirements.
• Reporting strengths and weaknesses that can potentially affect operations performance with appropriate
actionable time-frame through day-to-day operational analysis.
• Achieving performance targets and creating improvement opportunities to ensure customer retention.

• Account Management: Managing customer's bank accounts; opening, closing, and overseeing transactions as well as
advising with bank services for their needs (e.g.
• Loans and credit cards) within the EGYCB standards and regulations.
• Continual awareness of compliance requirements and risk management.
• Cross-selling all financial bank products “liabilities & Assets”.
• Presenting financial products and services to existing and prospective customers.
• Reaching out the potential customers to generate new business.
• Effective team member achieving targets with positive outcomes for customers and the bank.
• Document Control: Completing a variety of forms and preparing account summaries and reports.
• Resolving issues with banking services and accounts.
• Customer Satisfaction: Attending to all customers' inquiries and determining their needs, providing solutions regarding
their banking requirements.
• Evaluating the core system efficiency honoring the