RANDA FEKRY

Head Of Customer Service at arab african international bank

• Egypt - Cairo
• My current job since December 2015

Head of Customer Service:
 Distribute sales activities on the team.
 Follow up on the team’s daily sales activity.
 Make sure the yearly target is met.
 Make sure that team spirit is recognized in the department.
 Follow up on clients monthly reports (Dormant accounts, Expired IDs, & Expired Commercial Registers..Etc.)
 Ensure all logged cases take their proper TAT, and handle any obstacles that might emerge.
 Ensure customer satisfaction and effective delivery of quality of service standards.
 Work on retaining lost clients.
 Abide to Bank policies, procedures and manuals.
 Abiding to Compliance requirements & regulations.
 Follow up on overdrawn accounts and clients with delinquencies.
 Analyze available information and find proper solutions for them.
 Maintain good communication channels with other departments and branches to facilitate the workflow
Seeking a career in an organization, with a challenging environment, a rich and diverse culture, in which I can add value and develop my technical and managerial skills.

Quality Assurance Senior Specialist at Egyptian Gulf Bank

• Egypt - Cairo
• May 2014 to October 2015

• Handle customer complaints & suggestions.
• Monitor the branches’ productivity & effectiveness.
• Monitor the staff’s productivity & effectiveness.
• Conduct reports concerning the monitoring findings.
• Find solutions to resolve customer queries.
• Find solutions to resolve staff queries.
• Request in-house training sessions for staff based on their needs.

Customer Services Senior Specialist at Egyptian Gulf Bank

• Egypt - Cairo
• June 2013 to May 2014

• Handle transactions and answer customer queries.
• Decipher customer needs and offer the best solution based on proper banking policies.
• Effectively communicate ideas, suggestions and answers.
• Refer customers to people who specialize with the type of problem or query they present.
• Complete complex money-related transactions.
• Offer upgrades and new banking services or products.

Customer Services Manager at Nolabakery

• Egypt - Cairo
• April 2012 to May 2013

• Reviewing customer complaints & suggestions.
• Receiving special requested orders by clients (weddings-events) & assure logistics precision.
• Handling staff complaints and suggestions.

Executive Manager for the GOPP at Ministry of Housing

• Other
• January 2010 to July 2010

HR Generalist at UNFC (United National Financial Consultancy)

• Other
• September 2008 to December 2009

Training:
• Extracting Materials.
• Coordinate the course Logistics.
• Preparing the presentation power point.
• Preparing attendance letters to be passed around on attendees.
• Delivering Training Sessions for soft skills courses.
• Preparing the department Job description.
• Finalizing the Training Budget Sheet

Recruitment:
• Screening CVs.
• Conducting interviews to entry level applicants.

HR Specialist at CIB

• Other
• January 2007 to July 2008

• Contacting Local or International institutions for either carrying out training courses for the CIB staff members or tailoring special courses.
• Tracing the necessary approvals for smoothly carrying out the courses.
• Gathering nomination upon distributing the training guide.
• Selecting attendees.
• Coordinating with the General Administration Department to have their necessary administrative work as (accommodation, drivers, transportation, etc).
• Maintaining accurate scheduled Training Center reservations.
• Preparing attendance letters to be sent to attendees
• Coordinating with Financial Controls for handling the payment of the invoices and per-diem of attendees.
• Filling cases & updating the training staff profiles on Oracle.