Zinab Abdelhamed Elshahawy

Credit analyst & Fraud Control OfficerFull Time

• Job Details:• Conduct in-depth research of historical financial data; analyze and report the client’s current financial status such as: portfolio – history of payment – late days – due amount – outstanding to ensure loan worthiness. • Prepare spreadsheets, summaries, reports, and opinions for loan officers and loan committees to aid sound credit decisions on new, renewal, and existing loans. • Responsible for detecting, analyzing, reporting & preventing/minimizing any fraud cases, and taking the needed actions with supporting the investigation committee.

Operation Functional LeadFull Time

• Job Details:• Handle Inbound and outbound calls for CS and Marketing. • Handle social media channels (FB and WhatsApp). • Audit the team calls and quality by mining the contacts handled. • Being the highest level of escalation by handling the contacts raised for manager calls. Investigating the issue and the root cause and following up with the customer till the issue is resolved. • Conduct a weekly, Monthly and Quarterly report for the leadership team to review and build the strategy for the path to green and next steps. • Taking part in the new products and campaign alignments. • Conducting a VOC (Voice of the customer) collection session by holding out a survey, in order to have a stronger connection to the customers and their needs.

Social Media Team LeaderFull Time

• Job Details:• Inspect Coached team members effectively to meet 100% of their targets • Oversee day-to-day operations. • Informed the team of their progress hourly, daily, and monthly. • Diagnosed agents’ skills and allocated them accordingly. • Monitored all assignments to ensure data integrity and workflow. • Analyzed customers’ interaction per channel and proceeded with allocating agents to ensure all channels are covered. • Issued instructions and assigned duties to the team members. • Communicated with other departments and management to resolve problems and expedite work. • Resolved complaints and answered questions of users regarding the services and procedures. • Reviewed and checked on the team’s work such as keeping track of the reports.