Wadie Serhan

Handle inbound and outbound customer communication via phone and email, ensuring professional and timely support.
Resolve customer complaints, service issues, and fraud-related cases while maintaining confdentiality and accuracy.
Provide dedicated support to VIP clients and coordinate with internal departments to resolve complex issues efciently.
Maintained accurate records and documentation in line with operational and compliance standards.
Identifed recurring customer issues and recommended process improvements to enhance service quality and efciency;
several suggestions were implemented in the banks mobile application, improving user experience and helping reduce
inbound call volumes.
Acted as a Team Leader delegate during leadership absences, supporting the team, handling escalations, and ensuring
smooth daily operations.
Achieved a 100% Customer Experience (CX) score and received First Call Resolution (FCR) recognition for service
excellence.

Assisted customers with product selection and maintained strong product knowledge.
Supported daily store operations and ensured organized product displays.
Contributed to a positive customer experience through effective communication and service.

Delivered German language instruction using tailored teaching methods.
Prepared presentations, quizzes, and reports to support student learning.
Assisted with attendance monitoring and administrative reporting.
Acted as a communication link between students and management when needed.

Supervised daily store operations and supported staff in maintaining efcient workfow.
Managed inventory, supplier communication, and daily fnancial records.
Handled customer concerns professionally and supported service improvements.
Assisted in operational decision-making and maintaining quality standards.