Islam Saleh

Emirates Nbd Bank

• Complaints officerFull Time

  Feb 2024 - Present -1 yr, 5 months

  Egypt , Cairo

  • Job Details:As a Complaint Resolution Officer, I specialize in addressing a diverse range of client concerns, including product issues, service delays, digital banking challenges, and feedback from social media platforms. Utilizing tools such as CRM systems, CCTS, Bedaya, and direct client communications, I ensure timely and effective resolutions. Collaborating with departments like Credit Risk, Branches, Collections, and Account Opening, I work to resolve issues for both individual and SME clients. My initiatives have led to a 70% reduction in loan-related complaints through proactive strategies and communication enhancements. Additionally, I played a key role in migrating 15 complaint types to a new CRM system and established a streamlined process for Good Faith Requests. My commitment to excellence is reflected in maintaining a 100% quality score in complaint handling and error rates below 1%.
• Bank Teller – OperationsFull Time

  Jan 2020 - Feb 2024 -4 yrs, 1 month

  Egypt , Sohag

  • Job Details:• Performed daily banking transactions with precision and speed, increasing throughput by 20%. • Provided high-quality customer support, contributing to a 25% increase in customer satisfaction scores. • Cross-sold credit card products, meeting personal sales targets and contributing to team revenue. • Conducted daily end-of-day reconciliation and financial reporting. • Trained and mentored three new tellers, improving onboarding efficiency and service consistency. • Reduced cash discrepancies by 20% through improved currency management protocols.