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Yahya Waleed Amin

Quality Analyst at National bank of Egypt

Hadayek Alkobba, Cairo, Egypt

Work Experience

  • Quality AnalystFull Time

    National bank of Egypt

    Sep 2024 - Present -10 months

    Egypt , Cairo

    • Job Details:Meticulously conducted mystery calls to assess call center service for a major bank. Creating monthly reports for upper management. Identified chances in order to enhance customer satisfaction. Developing creative strategies. Strove to improve service quality and assure customer satisfaction. My commitment to provide the finest service experience has helped the bank achieve excellence and build long-term customer connections.

  • Monitor and Evaluation officerFull Time

    National Bank of Egypt

    Aug 2023 - Aug 2024 -1 yr

    Egypt , Cairo

    • Job Details:. Monitoring the calls of customer service representatives in order to ensure the quality of customer service is guaranteed and the level of performance is maintained in terms of quality and evaluation . . Consistently suggesting ways to improve the quality and level of customer service. . Ensure that the bank's internal references are accurate to prevent customers from receiving incorrect information.

  • Retail bank advisorFull Time

    National bank of Egypt

    Mar 2022 - Aug 2023 -1 yr, 5 months

    Egypt , Cairo

    • Job Details:. My responsibilities are supporting customers with their banking Inquiries. . Handling Issues with credit card and debit card, Online banking transaction issues and any bank transactions. . Made installment services on credit card transactions. . Makes all requests related to customer's accounts and credit cards. . I have knowledge of all the bank's services, and I have knowledge of all the bank's systems. . Managing clients who are indebted due to investment funds, Treasury bills, and remittance, Cheques - Have tasks like : . Assist agent to follow with the customer to correct a wrong information or take a escalation call as team leader . . Shadowing for the new agents at their first day login to support them with information and way to work on system . . Delegate as a team leader . . I have been assigned tasks to train new employees from the ground up, ensuring they have all the banking experience needed to manage clients.

    • Education

    • Bachelor's Degree in Accounting

      Cairo University (CU)

      Jan 2020 

    Skills

    • Quality Auditing
    • Quality Assurance
    • Banking
    • Microsoft Excel
    • Microsoft Word
    • Microsoft Outlook
    • Computer Skills
    • Fast Typing
    • Follow Up
    • Soft Skills
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    Languages

    • Arabic

      Fluent

    • English

      Advanced
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