Account Manager
Ooredoo - Starlink
Total years of experience :21 years, 2 Months
-Manage the service requirements of assigned customer account base; build strong relationships with both external and internal customers, including Sales Managers and other Ooredoo departments and functions to ensure collaborative working.
-Manage the customer order fulfillment process by utilizing Ooredoo system and departments to provide effective, efficient and timely fulfillment of all customer requests.
-Undertake complaint management for designated account base by handling and resolving all complaints and disputes, including billing issues, by liaising with the customer and concerned Ooredoo functions and departments.
-Provide an effective and pro-active after sales service to customers, provide timely and regular order and compliant status updates to customers.
-Prevent and minimize customer complaints and disputes by anticipating any problems through a pro-active approach and, where necessary, escalate matters to supervisor or manager.
-Be available for the customer during specified working hours and be pro-active in providing regular feedback and updates to customers at all times.
-Achieve of all designated targets and objectives, paying particular attention at all times to customer satisfaction.
-Be thoroughly organized and systematic, keeping accurate and contemporaneous notes and up to date records.
-Submit periodic reports on all activities as and when required by supervisor or manager.
-Handle all the communications and inter-actions with customers and colleagues in a friendly, polite and professional manner.
-At all times, promote a positive image of Ooredoo.
- Deputy of branch manager & Head of Customer Service.
- Supervise the branch customer service area
- Provide the personal bankers with all the required product knowledge & to ensure presenting the optimum level of customer service
- Ensured smooth day to day operations in each department as per the bank’s policies.
- Closely collaborated with the Branch Manager for all day to day management activities of the branch, and independently worked for daily routine/repetitive decisions.
- Distribute the branch financial target on the assigned personal bankers
- Conduct business visits to customer inside & outside the branch.
- Approved transactions as per the authority limits delegated to me by the Branch Manager and Management.
- Review, sign the account opening forms & ensure proper documentation is maintained
- Analyze & review all type of facilities (P.Loans, Car Loans, Mortgage Loans & Credit Cards) before sending to credit risk for quick approval.
- Review the temporary overdraft, the loan installment deferment & Dormant, closed account’s
- Monitored the working of all sections.
- Was Signature Authority: “B”.
- Deputize the branch manager in his absence & long leaves
Nov. 06 - July 08: Personal Banker. Ahli Bank - Qatar (Mansoura-Salwa-Merqab Branch)
- Meeting clients in & out side the branch to offer them bank products
- Interact with the clients face to face in order to indentify client needs
- Selling the bank products to customers
- Opening accounts for loans & credit cards
- Calculate the TOD requests for customers & making the loan installment deferment customer requests
- Handling counter cheques, filing & delivery to customers as per Bank policy
- Prepare recommendations, present & agree solutions, & provide clients with ongoing service
- Addressing specified turn around to ensure customer satisfaction
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Nov. 04 - Nov06: Insurance Specialist ( IS), Bancassurance division. Allianz - Egypt
- Managing Mohandessin branch in Egyptian American Bank ( EAB)
- Responsible for achieving the target of our distributing channel in the bank
- Train CSOs on the sales process; give assistance in the technicalities of the products.
- Management and controlling of the sales operations.
- Problem solving and coordination of sales operations at branches through weekly meeting with branch manager and customer service supervisor.
- Putting plans for motivating the Bank Staff and achieving progressive results.
- Maintain good relation with customer to generate referrals for cross selling.
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October 03 - Nov. 04: Amber Ahmed Ali Accounting Office
- Operating, executing and processing all kinds of accounts and taxation auditing.
- Prepare & review all companies' invoices & register all accounts for sales & expenses.
- Prepare all needed documents for sales & expenses for making the balance sheet
June 02 - Sep. 03: Cira Net Company ( Customer Service Dept.)
- Handling customer concerns and objections according to a preset scripts that I helped in preparing
- Working in the Call Center ( customer service) in two of the biggest projects ( Arab Bank, Miraco)
June 00 - May 02: Exit Café and Restaurant
- Own business and the Manager in Charge ( MIC) of one of its branches.
1997 - 2000, Arab Bank, Cairo, Egypt
Training in the following departments
1- Customer Service
2- Teller
3- Accounting
4- Filing
Bachelor degree of English Commerce, Ain Shams University
* High School: St. Fatima Language School 1996