أندرو ماجد

• Manage and grow a portfolio of individual clients through personalized financial
advice and tailored product offerings.
• Consistently exceeded cross-selling targets by aligning banking solutions with
customer needs and financial goals.
• Advised clients on savings, credit, and investment options while ensuring full
regulatory compliance.
• Act as the primary point of contact for complex financial needs, building
long-term trust and loyalty through proactive service.

• Delivered front-line banking support for day-to-day customer inquiries, account
management, and loan servicing.
• Resolved issues related to cards, statements, and digital banking with
professionalism and accuracy.
• Assisted clients in navigating financial products while ensuring alignment with
bank policies and regulations.
• Maintained service quality scores and upheld compliance standards across all
customer interactions.

• Led newly hired advisors supporting Vodafone UKs international telecom
customers, driving high performance from onboarding to frontline delivery.
• Focused on improving customer experience by consistently driving Net
Promoter Score (NPS) to high standards.
• Trained, coached, and mentored 15+ team members across 11 different
functions, with a focus on KPI improvement, quality, and development.
• Analyzed KPIs, managed scheduling and coverage, and executed team-wide
improvements to meet SLA goals.
• Served as an escalation point for complex customer issues and ensured quality
standards were consistently met.

• Delivered customer service for Vodafone UK clients, handling billing inquiries,
plan upgrades, and account troubleshooting.
• Consistently exceeded individual KPIs in quality assurance, resolution time, and
customer satisfaction.
• Provided technical support and guided customers through self-service options
and issue resolution processes.
• Maintained accurate CRM logs and contributed to first-contact resolution
efforts across the support team.