Customer Service Manager

Curriculum Vitae

Name: Medhat Isaac Faik Hanna

Address: ***** */* ******* **., Reseda

N0 tionality: Egyptian

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Mobile: 818-***-****

E-mail: ******.*****@*****.***

Date of Birth: 19th April 1985

Career Objective

Currently pursuing a challenging job in a highly competitive and

reputed firm, that will enhance and make use of my skills and

experience.

Achievements

W orked in different specialties, that enhanced my skills

and experience as attached in the CV.

Have gained good experience in dealing with various clients

to satisfy their needs and requirements.

Work History

05/2011 – 12/2013 Deputy Corporate Manager AL-KHARAFI GROUP

Egypt (Corporate Supervisor) (EMAK LEASING)

.

Analyzing SME and business banking cases

Negotiating corporate structure and facility types.

Following up on facility limits and utilization

Preparing quarterly reports on accounts utilization, excess, seasonality and new

business needs

Handling a portfolio of corporate accounts diversified industries / activities.

Planning, oversee designing and production of all corporate marketing.

Evaluating various data presented to determine the credit worthiness of prospective

customers and participate in the establishment and negotiation of credit terms.

Following-up, reviewing &/or preparing full credit proposals &/or memos either new

or renewals for clients in different economical activities [including spreading and full

analysis of financial statements, cash flow projections, marketing survey & industry

analysis, business activity analysis in order to reach the appropriate structure of

facilities that match with the actual needs of the clients] for submission to the

appropriate credit authorities.

Planning and implement marketing strategy with top management.

Developing different types of lease structures.

Soliciting new profitable business opportunities with multinationals and large -scale

local corporations.

Responsible for all aspects of the lease transaction until closure of the deal (legal,

credit approval, funding, documentation…etc.)

Identifying risk areas in order to avoid that EMAK LEASING runs into a loss

producing situation& to immediately report such events to the responsible Chief

Credit Officer& Chief Executive Officer.

Negotiating with the customer in order to tailor the package of services that suits his

needs &complies with his financial capabilities.

Preparing the credit study in order to obtain the proper approvals.

Monitoring market competitiveness, developing new ideas, conducting relative

surveys

Participating positively in all meetings concerning innovating or setting new

strategies

Supervising in the follow up on lease repayments.

Serving as principal point of contact with operations activities(L/Cs, L/Gs,Collections)

Establishing and maintain relationships with key customers.

Extensive credit analysis.

09/2009 – 05/2011 Corporate Service Head National Bank of Greece- Egypt

Analyzing SME and business bank ing cases

Negotiating corporate structure and facility types.

Following up on facility limits and utilization

Preparing quarterly reports on accounts utilization, excess, seasonality and new

business needs

Handling a portfolio of corporate accounts diversified industries / activities.

Exercising daily supervision of all my clients' accounts to ensure transactions

compliance with the pre-approved facilities [i.e. reviewing interests & HDB comm.,

issued L/Gs, L/Cs, transfers either internal or out going, withdrawn cheques,

discounted & purchased cheques, monitoring loan repayments, installments, bank

securities, insurance policies, and their maturity as well as taking necessary

actions to handle past-due accounts and overruns.

Evaluating various data presented to determine the credit worthiness of prospective

customers and participate in the establishment and negotiation of credit terms.

Following-up, reviewing &/or preparing full credit proposals &/or memos either new

or renewals for clients in different economical activities [including spreading and full

analysis of financial statements, cash flow projections, marketing survey & industry

analysis, business activity analysis in order to reach the appropriate structure of

facilities that match with the actual needs of the clients] for submission to the

appropriate credit authorities.

Handling direct relationship with complex accounts of my corporate customers in

order to solve unusual problems arising from customers that require good

judgment and on-the-spot decisions.

Developing new business, follow informal market survey, and cross -sell all my

banks' services [i.e. Individual products, leasing, insurance].

Reviewing & preparing reports on clients' outstanding exposure as permanent

supervision on monthly basis, provisions on quarterly basis, stamps sheet on

annual basis, watch lists & sensitive sheets for high risk rated clients on semi -

annual basis.

Reviewing the finalization of the credit documentation process

01/2008 – 08/2009 Assistant Credit Manager Barclays Bank Egypt

Analyzing SME and business banking cases

Negotiating corporate structure and facility types.

Following up on facility limits and utilization

Preparing quarterly reports on accounts utilization, excess, season ality and new

business needs

Following up accounts movement.

Handling a portfolio of corporate accounts diversified industries / activities.

Exercising daily supervision of all my clients' accounts to ensure transactions

compliance with the pre-approved facilities [i.e. reviewing interests & HDB comm.,

issued L/Gs, L/Cs, transfers either internal or out going, withdrawn cheques,

discounted & purchased cheques, monitoring loan repayments, installments, bank

securities, insurance policies, and their maturity as well as taking necessary

actions to handle past-due accounts and overruns.

Evaluating various data presented to determine the credit worthiness of prospective

customers and participate in the establishment and negotiation of credit terms.

Following-up, reviewing &/or preparing full credit proposals &/or memos either new

or renewals for clients in different economical activities [including spreading and full

analysis of financial statements, cash flow projections, marketing survey & industry

analysis, business activity analysis in order to reach the appropriate structure of

facilities that match with the actual needs of the clients] for submission to the

appropriate credit authorities.

Handling direct relationship with complex accounts of my corporate customers in

order to solve unusual problems arising from customers that require good

judgment and on-the-spot decisions.

Reviewing the finalization of the credit documentation process

01/2007 – 01/2008 Consumer Banking Barclays Bank Egypt

Operation (assistant team leader)

W orking in the centralized department for time deposits & saving certificates in

Barclays bank – Egypt.

Receiving all the applications related to new and modified time deposits & saving

certificates.

Handling of the relationship with the contact persons in the branches to update the

special rates of the time deposits (if any).

W orking closely with other team members in our branches teams to achieve the

better service can be reached to our customers in respect of time deposits &

saving certificates.

Preparing the daily statistics related to time deposits & saving certificates.

W orking in the centralized department for account opening in Barclays bank –

Egypt.

Receiving all the account opening applications relat ed to new and modified

accounts team.

Preparing and proceeding with all daily statistics related to account opening.

Handling of the relationship with the contact persons in both of the branches

teams in respect of their queries related to account opening applications and its

related procedures.

Reviewing all the received documents related to Retail, Corporate & SMES

accounts opening forms.

Ensuring that all the received forms complied with the agreed rules of KYC and

Compliance instructions.

W orking closely with other managers in our branches and corporate teams to reach

the better service could be reached to our customers.

Handling all the queries received from our retail branches / corporate teams related

to account opening/time deposits.

Proceeding with manual transactions related to corporate teams.

To deliver a world-class standard of services to our business partners.

Receiving any complain or queries from the V.I.P customers and take prompt

actions to solve it.

Flexibility, including willingness to work flexible schedule.

Proceeding with corporate payrolls.

Education

Feb 2012 Banking Credit and Global Institute of Finance&Banking

Egypt Risk Management

Core of Course:

1) Industry analysis.

2) Trade Finance.

3) Lending Rational.

4) Financial Statement Analysis.

5) Cash Flow Mechanics.

6) The fact sheet.

7) Cash flow projections

8) Financial institutions.

9) The Basel II Agreement.

10) Risk Rating (ORR)

11) Report writing& facilities structure.

12) Credit Administration.

13) Banking Information.

14) Legal Aspects.

15) Non-performing loans

Sep 2011 PSYCHOLOGY OF EXCELLENCE Red Dragon Couch

Egypt IN SALES & NEGOTIATIONS Academy

Core of course:

1)Find the confidence to focus on the big win rather than the

easy sale

2)How to get to the decision-maker fast

3) Handle the only 4 sales objections you'll EVER get

4) Identify what the client really wants with precise

questioning techniques

5) Build trust quickly and demonstrate your competence

6) How to get a “no” faster to avoid wasting time

7) Create desire for your products and services

8) How to use body language to deliver proposals congruently

Introduction for L/C’s& L/G’s Course

June 2010 Egyptian Banking Institution

Egypt

Bachelor of Business

June 2006 Faculty of Management &Finance

Administration

Egypt 6 October University

GPA Grade: Good

Cumulative Grade (Good).

Graduation Project Grade (Very Good).

Jan 2006 Business Administration & SIRA ACADEMY

Egypt Entrepreneurship Training partner of

California USA

April 2004 Conversation Programmatic British Council in Egypt

Egypt Advanced Level

Al - Jameel Language School

Sep 2002 School Secondary Education

of Kuwait

Kuwait

Skills

Computer

Microsoft Word

Microsoft Excel

Microsoft

PowerPoint Internet

Language

Arabic: Mother tongue

English: Very Good Command of written and spoken

Personal

Proven Inter-Personal and Communication

Skills Problem Solving

Negotiation Skills

Effective Leadership & Staff Management

Focused Customer Service Self-

Confidence

Ambitious

Time Management

Team Working

Patient

Ability to Deal with Different Levels of People.

References

Name: Mr. Rami Nada

Title: Operation Manager

Company: Barclays Bank

Phone: +2-016-*******

Mail: ****.****@********.***

Name: Mrs. Gihan Nabih

Title: Corporate Manager

Phone: +2-010-*******

Company: Barclays Bank

Mail: *****.*****@********.***

Name: Mr.Karim Attalla

Title: Credit Deputy Manager

Phone: +2-010-*******

Company: National Bank of Greece

Mail: *.******@***.**.

Name: Mr. Ibrahim Deif

Title: CEO

Phone: +2-012-********

Company: KHARAFI GROUP (EMAK LEASING)

Mail: *******.****@*********.***

Contact this candidate