Customer Service Manager
Resume:
Tel .**-******** Mob. 010-*******
Marital Status: Married with children
e-mail: ******.******@*****.***
Marwa Ismail
Objective Seeking a top management position that represents
new challenge and career growth opportunity.
Experience November 2009 till date
Executive manager - Head of call center - Bank Audi
Egypt
Reporting to the head of Retail support - retail
banking.
Major Responsibilities:
Set with Retail Support Head the Call Center
objectives:
Technical KPIs
Quality objectives
Customer Relation improvement objectives.
Set with Retail Support Head the needed reporting
to track Call Center Progress and KPIS monitoring.
Manage daily/monthly achievements vs KPIs and
direct supervisors/agents accordingly.
Set and sign with all Internal Counterparts SLA
making sure CRM and Processes reflects these
agreements.
Give special care and attention to Complaints,
managing them in coordination with Quality
Department. Abiding to Process Manual and
Complaints Follow up Procedure.
March 2007 till November 2009
Senior manager - Head of Retail corporate Deals
unit - Bank Audi Egypt
Reporting to the head of business development-
retail banking and managing a team of three people.
Major Responsibilities:
Evaluating deals conducted with the companies to
finance their employees on the retail level and
accounting for the profitability of each deal.
Providing an initial approval on the deals and
coordinating the approvals of the top management on
said deals.
Supporting the branches in the sales process and
following up on the products profitability.
Participating in the product development for the
retail banking.
April 2006 till March 2007
Corporate Employee Program (CEP) Manager
BNPParibas Egypt
The corporate Employee Program (CEP) is the main
tool to generate retail business in the bank. It is
a tailor made approach to the employee within
companies.
Major Responsibilities:
Setting up the CEP process in the branches.
Processing each CEP request (approving and
circulating)
Coordinating between different branches
Monitoring CEP approaches.
Providing reports concerning CEPs.
Providing assistance to the branches in all CEP
issues.
Occasionally calling on clients when necessary to
support the branch or to generate new business.
Sept. 2005 till April 2006
SMEs and Priority Banking Head- Head Office
BNPParibas Egypt
Assistant Manager
This department consists of two main functions. The
first of which is to penetrate the SMEs (Small and
Medium enterprises) Market in Egypt. This market
represents great potential in terms of expected
volume of business and new banking products to be
developed for this segment.
The second function is to promote financial
products to high net-worth individuals in the
branches.
Major Responsibilities:
Developing new products for SMEs in the Egyptian
Market.
Managing tie-ups and new projects
Coordinating between different branches
Handling SMEs files (Fully Secured).
Providing assistance to the branches in SMEs
issues.
Occasionally calling on clients when necessary to
support the branch or to generate new business.
Aug. 2002 - Sept 2005
BNPParibas Le Caire
Senior Private Account Officer- Heliopolis / Dokki
Branch
Major Responsibilities:
Responsible for promoting the Bank's retail
products (consumer loans, personal loans, credit
cards, current accounts, saving accounts, current
plus accounts, Bankassurance etc). This is done
through personal approaches or corporate deals
conducted with multinational or local companies.
Soliciting new retail clients to the Bank.
Insuring the conformity of legal documentation
related to the proposed loans or credit cards.
Preparing loans proposals and presenting them to
the Head Office for approval.
Preparing offers for companies and conducting
presentations to the companies' employees to
promote Bank's retail products.
Feb. 2001 -August 2002 Egyptian American
Bank
Marketing Head - Sarwat Branch
Responsible for the management of the corporate
relationship with clients within the branch,
handling their daily activities and increasing
utilization of their credit facilities.
Coordinating between the corporate client and the
relationship manager in the Head Office .
Cross selling retail products (car loans, payroll
accounts...etc.) to corporate clients.
Supervising the work of the marketing officers in
the branch and insuring smooth flow of work between
them and other departments.
March1996-Feb 2001 Egyptian American
Bank
Business Development and Services officer - Garden
City Branch
Performing all duties of customer service. Selling
Retail products to individuals. Conducting calls to
clients. Cross selling of all EAB products to
corporate staff
Handling walking in clients and daily activities of
customer service
June 1995- March 1996 Egyptian American
Bank
Customer Service officer - Garden City Branch
Responsible for opening accounts and Time Deposits.
Handling clients' inquiries. Promoting investment
certificates
Jan.1994- June1995 Scribe
international for Garments
Accountant
Responsible for all daily bookkeeping activities
Responsible for salaries accounting and delivery
Education 1989-1993 Helwan University
Faculty of Commerce and Business Administration,
English Section
Accounting Major
1989
Graduated from Notre Dame de la Delivrande, French
School (Heliopolis)
Relevant courses
Financial Accounting and introduction to Basic
Credit
EAB Credit course (1st position with an excellent
grade in the presented case studies)
Train the trainer (Diploma) - RITI (TOT)
Other Weekend Accounting Course ( Procter and Gamble)
certificates and Certificat de secr tariat
Diplomas Dipl me de l'Alliance Fran aise
Dipl me Superieur de Fran ais des Affaires
(An exam held by the Chamber of Commerce in Paris
for French speakers. I came third in the country
and traveled to France for 10 days as a prize)
Computer Skills
Very good command of windows, Microsoft office and
good user of internet.
Languages
Arabic : Mother tongue
French and English : Fluent (Spoken and written)
References available upon request
Contact this candidate