Basic Info

Micheal Ayad

5 years

Cairo, Egypt

Bachelor's Degree

Manager

Work Experience

Assistant manager (customer experince) at Credit Agricole

Experience Details

Assistant manager (customer experince)

Banking

Experienced (Non-Manager)

Manage a portfolio of customers achieving revenue goals, sales/service and portfolio growth targets across a range of products and services for a specific pre-defined set of customers to create a profitable durable relationship.
Assisting in detecting & handling proactively inactive accounts providing different initiatives to handle them along with related KPI of successful implementation achieving the monthly retention ratio.
▪ Assisting in improving the profitability of CAE loans programs & to retain an excellent client’s portfolio that will reflected on the NBI.
▪ Support in complaints handling related to customers, and recommend actions to avoid issues along with related measured KPI for success satisfaction ratio
Assisting in analyzing & reporting data to identify churn and retain customers profitability, and assists in designing processes, operational policies, call handling procedures, desk instructions
▪ Assisting in monitoring the Accounts Anti-Attrition team performance/productivity, developing/coaching to enhance the achievement of monthly retention ratio
▪ Initiate/introduce ideas & tasks to promote and increase loyalty and acquisition of customers.

▪ Participate in Customer survey related to Customer Satisfaction

▪ Participate in the Marketing Communication plan that may affect Customer Satisfaction.
• Ensure delivery of customer promise and practice brand values, continue to maintain and improve the quality of service offered.

• Up-sell and cross-sell other bank products and services to existing customers.

• Orient and educate the walk-in customers on the use of the self-service zone.

• Follow up with others, departments, pipeline credit/ operations dept. on pending cases.

• Ensures handling and covering all customer requests / inquiries to deliver services excellence.


Company Details

Credit Agricole (multinational)

Cairo, Egypt

N/A

Banking

Www.ca-egypt.con

Apr 2013 to present (4 years 8 months)

Education

Bachelor's Degree in Hotel and tourism

Education Details

Bachelor's Degree

Hotel and tourism

Cairo universty, Egypt

B / Very Good / 75 - 85%

N/A

N/A

Cairo universty
2009 - 2012
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Saint Fatima Language Schools

Egypt

2009

C / Good / 65 - 75%

N/A

Saint Fatima Language Schools
2009

Certifications

Certificate details

Customer Service Skills By Scitron Training

Feb 2014

N/A

N/A

N/A

Scitron Traning

N/A

Training and Courses

Training/Course Details

Customer Service Skills By Scitron Training

Jan 2014

Scitron traning

N/A

Training/Course Details

Time Management Course By Dale Carnegie Training

Jan 2015

Dale Carnegie

N/A

Training/Course Details

Customer Experience Journey by Credit Agricole

Aug 2016

Credit agricole

N/A

Training/Course Details

Basic banking Certificate I and II .

Jan 2015

Credit agricole

N/A

Training/Course Details

• Basic Sales & Negotiations Skills by Jobeex

Jun 2015

Jobeex

N/A

This profile is not updated!
Last update more than 5 months ago.

Jobseeker photo

Profile Skills and Keywords

Assistant Manager (customer Experince)BankingBasic Banking Certificate I And II .Being GentleBmwCBSCMSCore Banking SystemCredit AgricoleCrmCustomer CareCustomer Experience Journey By Credit AgricoleCustomer Service Skills By Scitron TrainingCustomer SupportDigital BankingEnglishFrenchGood Work EnvironmentHotel And TourismICCSKick BoxingLeaderMicrosoft ExcelMicrosoft OfficeMicrosoft OutlookMicrosoft PowerPointMuay ThaiNegotiatorPresenterProblem SolverQualityQuality AssuranceRespectSalesSportsTeam PlayerTime Management Course By Dale Carnegie TrainingWork Early Basic Sales & Negotiations Skills By Jobeex

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Fluent

: Fluent

French

French

: Intermediate

: Intermediate

: Intermediate

: Beginner

Tools and Technologies

Crm

Crm

: Expert

: Extreme - I love it!

:

3-5 years

CBS

CBS

: Expert

: Extreme - I love it!

:

3-5 years

Core banking system

Core banking system

: Expert

: High

:

3-5 years

ICCS

ICCS

: Expert

: Extreme - I love it!

:

3-5 years

CMS

CMS

: Expert

: Extreme - I love it!

:

3-5 years

Microsoft Outlook

Microsoft Outlook

: Expert

: Extreme - I love it!

:

3-5 years

Microsoft PowerPoint

Microsoft PowerPoint

: Expert

: Extreme - I love it!

:

5-7 years

Quality Assurance

Quality Assurance

: Expert

: Extreme - I love it!

:

1-3 years

Customer Care

Customer Care

: Expert

: Extreme - I love it!

:

3-5 years

Customer Support

Customer Support

: Expert

: Extreme - I love it!

:

1-3 years

Microsoft Excel

Microsoft Excel

: Advanced

: Extreme - I love it!

:

3-5 years

Microsoft Office

Microsoft Office

: Advanced

: Extreme - I love it!

:

3-5 years

Fields of Expertise

Banking

Banking

: Expert

: Extreme - I love it!

:

3-5 years

Sales

Sales

: Expert

: Extreme - I love it!

:

3-5 years

Digital banking

Digital banking

: Expert

: Extreme - I love it!

:

1-3 years

Quality

Quality

: Expert

: High

:

1-3 years

Key Skills

Leader, Negotiator, Presenter, Problem Solver, Team Player

Online Presence

https://www.linkedin.com/in/michaelmokhtarayad/https://m.facebook.com/SirMikaa?ref=bookmarks

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