Basic Info

Ahmed Yehia

7 years

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

Senior - Customer Service Officer at Citi Bank Egypt

Experience Details

Senior - Customer Service Officer

Banking, Customer Service/Support, Sales/Retail

Experienced (Non-Manager)

• Handle inquiries & transactions on banking & credit card products.
• Answer & support customers with routine account-related requests such as: [balances, funds transfers, installments, credit card dues, bills payments, payments, service charges, credit & debit card activation, usage & limits, checking & savings accounts transactions, printing & deliver statements - deliver loan & App. docs. - check books request - Online banking].
• Provide high quality processing service to achieve maximum customer satisfaction within the specified service level agreements.
• Manage & handle customer's complaints & problems in a timely manner to maintain & increase customer satisfaction.
• Take ownership & initiative to complete necessary researches & customer follow up or direct customer to the appropriate department for resolution.
• Verify information on debit, credit cards & accounts applications to the information in customer system database.
• Monitor the block & account status alert to obtain & update customer's data & inform fraud department.
• Aware customers with all services & facilities available & recommend most suitable for their needs with deliver superior customer service to ensure a superior Citibank experience to our customers with the ultimate aim of projecting a professional Bank image.


Company Details

Citi Bank Egypt (multinational)

Cairo, Egypt

501-1000 employees

Banking

http://www.citibank.com/egypt

Dec 2013 to Feb 2016 (2 years 2 months)
Customer Care Advisor at Vodafone Egypt

Experience Details

Customer Care Advisor

Customer Service/Support

Experienced (Non-Manager)

• Provide customers with all required information related to the company products & services with delighting them with a superior customer service.
• Identify, research, & resolve customers billing issues using the computer system.
• Prioritizing & achieving multiple tasks, establishing & meeting deadlines.
• Follow up all customers related issues & provide timely feedback to customers.
• Provide customers with superior recommendations & actions, & be a driver for customer’s satisfaction & loyalty.
• Own & manage the customer relationship through managing the customer complaint & retain them in an efficient & timely manner.
• Follow complaint management processes & policies while living up passion for our customers, to be a driver for customer satisfaction & loyalty.
• Create a smooth communication channel with different departments to resolve customer problems & requests when needed.
• The ability to handle many tasks at the same time (projects, assigned tasks, meetings, etc).


Company Details

Vodafone Egypt (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

www.vodafone.com.eg

May 2010 to Oct 2013 (3 years 5 months)
Supervisor Operations Officer at NSGB Bank

Experience Details

Supervisor Operations Officer

Banking, Sales/Retail, Customer Service/Support

Experienced (Non-Manager)

• Maintain branch accounting and prepare periodic reports.
• Act as an internal auditor to the branch operations.
• Oversee the efficient operations of teller stations and exercise
supervision of cash tellers.
• Carry out any operational transactions requested by clients.
• Ensure that all cash functions are performed properly.
• Review and corrects daily transactions of the branch.
• Ensure customer focus to develop branch business.


Company Details

NSGB Bank (multinational)

Sharm el-Sheikh, Egypt

More than 1000 employees

Banking

www.nsgb.com.eg

May 2009 to Feb 2010 (9 months)
Senior CS & Operations Coordinator at Arab Banking Corporation (ABC bank)

Experience Details

Senior CS & Operations Coordinator

Banking, Sales/Retail, Customer Service/Support

Experienced (Non-Manager)

•Develop branch business in connection with existing accounts as well as potential customers.
•Serve as a primary point-of-contact for customers requesting Individual Banking products.
•Receive and process card and loan applications, funds transfer, collections, standing orders, bank drafts and other means of payments.
•Administer loans to the assigned group of individuals.
•Provide competent sales and sound adherence on granting loans.
•Take advantage of every opportunity to delight customers, sell the Bank `s products, and demonstrate interest of providing other services.


Company Details

Arab Banking Corporation (ABC bank) (multinational)

Sharm el-Sheikh, Egypt

501-1000 employees

Banking

www.arabbanking.com.eg

Mar 2008 to Mar 2009 (1 year)
Trade Finance Officer - Letter of Guarantee at Arab Banking Corporation (ABC bank)

Experience Details

Trade Finance Officer - Letter of Guarantee

Banking, Accounting/Finance, Business Development

Entry Level

-Execute for all tasks related to Local, Foreign, Financial & Export L/G's with different types.[ Issue-Extend-Amend-Renew-Confiscation-Cancellation-Expiry ]
-Issue Foreign & Export L/G's
-Prepare swift messages for L/G's
-Checking & reviewing accounting entries.
-Preparing all required reports obtained to L/G'S & L/C'S
-Preparing files & all filing works (save & store).
-Daily following of payments commissions in foreign accounts.
-Answer all inquiries from branches, correspondent banking division, corporate group, financial control & customers.


Company Details

Arab Banking Corporation (ABC bank) (multinational)

Cairo, Egypt

501-1000 employees

Banking

www.arabbanking.com.eg

Feb 2006 to Feb 2008 (2 years)

Achievements


Star Of The Month - Aug'14..:
announce that Ahmed Yehia has been identified as the STAR of The Month. He has the highest records across the whole Unit with regards to the KPIs.


- Working as Complaint and Retention Management Representative.
- Member of Escalation team to represent as Managerial position.


- Act as exchange unit manager.


First booking of Auto loan product.


Education

BSc in Management Sciences

Education Details

BSc

Management Sciences, Business Administration , Banking Management

Sadat Academy for Management Sciences, Egypt

C / Good / 65 - 75%

N/A

N/A

Sadat Academy for Management Sciences
2001 - 2005
High School - Thanaweya Amma

High School Details

Thanaweya Amma

El Malk Fahd High School

Egypt

2000

A / Excellent / 85 -100%

90% science

El Malk Fahd High School
2000

Certifications

Certificate details

IT training program - Super user project - Office Administration track.

Jan 2006

100 out of 100

N/A

N/A

International Business Management [ IBM –Egypt ]

N/A

Certificate details

Banking Training - Graduate program.

Apr 2010

100 out of 100

N/A

N/A

Egyptian Banking Institute [ EBI ]

 Development of the Banking S

Certificate details

Microsoft Office Specialist

Jan 2006

100 out of 100

N/A

N/A

International Business Management [ IBM –Egypt ]

Microsoft Word Expert. Microsoft Excel Expert.

Training and Courses

Training/Course Details

Banking Training - Graduate program.

Apr 2010

Egyptian Banking Institute [ EBI ]

 Development of the Banking Sector.  Introduction to customer services concepts.  Bank account & deposit.  The 15 minute cycle for retail selling.  Credit & financial Analysis.  Treasury & investment operations.  Foreign trade finance operations.  Retail Banking Operations.  The legal aspects of commercial paper & clearing settlements.

Training/Course Details

Electronic Payment Systems

Jun 2007

Federation Egyptian banks [ FEB ]

N/A

This profile is not updated!
Last update more than 3 months ago.

Jobseeker photo

Profile Skills and Keywords

AccountingArab Banking Corporation (ABC Bank)ArabicBankingBanking ManagementBanking OperationsBanking Training - Graduate Program.BusinessBusiness AdministrationBusiness DevelopmentCarsCiti Bank EgyptCustomer Care & SupportCustomer Care AdvisorCustomer ServiceElectronic Payment SystemsEnglishFinanceHard WorkerIT Training Program - Super User Project - Office Administration Track.InsuranceLeaderLetter Of GuaranteeManagement SciencesMicrosoft ExcelMicrosoft OfficeMicrosoft Office SpecialistMicrosoft OutlookMicrosoft WordNSGB BankOrganizerProblem SolverRetailSalesSenior - Customer Service OfficerSenior CS & Operations CoordinatorSupervisor Operations OfficerSupportTeam PlayerTechnologiesTelecommunicationsTrade Finance Officer - Letter Of GuaranteeVillasVodafone Egypt

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Microsoft Office

Microsoft Office

: Expert

: Extreme - I love it!

:

More than 7 years

Microsoft Excel

Microsoft Excel

: Expert

: High

:

More than 7 years

Microsoft Word

Microsoft Word

: Expert

: Extreme - I love it!

:

More than 7 years

Microsoft Outlook

Microsoft Outlook

: Expert

: Extreme - I love it!

:

More than 7 years

Fields of Expertise

Customer Care & Support

Customer Care & Support

: Expert

: Extreme - I love it!

:

5-7 years

Banking operations

Banking operations

: Advanced

: Extreme - I love it!

:

5-7 years

Customer service

Customer service

: Advanced

: Extreme - I love it!

:

5-7 years

Letter of Guarantee

Letter of Guarantee

: Intermediate

: Extreme - I love it!

:

1-3 years

Key Skills

Leader, Hard worker, Organizer, Problem Solver, Team Player

Online Presence

https://eg.linkedin.com/in/ahmedshaaban1https://eg.linkedin.com/in/ahmedshaaban1

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