Basic Info

Karim Mabrouk

13 years

Cairo Governorate, Egypt

Bachelor's Degree

Experienced

Work Experience

Business Risk Quality Assurance assistant manager at HSBC

Experience Details

Business Risk Quality Assurance assistant manager

Quality

Manager

Perform periodic quality assurance reviews of government reporting related to BSA/AML (Currency Transaction Reports, Suspicious Activity Reports, etc.)

 Conduct ongoing reviews of AML case investigations, including alert resolution and documentation related to decisions

 Analyse CDD (Customer Due Diligence) and EDD (Enhanced Due Diligence) data to ensure accurate and sustainable customer profiles

 Provide feedback/training to BSA Analysts and AML Investigators

 Preparation of reporting to Senior Management and the Board

 Assist with special projects

 Maintain and update written procedures for assigned job responsibilities


Company Details

HSBC (multinational)

Cairo, Egypt

501-1000 employees

Banking

N/A

Dec 2015 to present (1 year)
Sr. complaint analyst at Etisalat Misr

Experience Details

Sr. complaint analyst

Customer Service/Support

Experienced (Non-Manager)

Main responsibilities include:
Responsible for answering and follow a thorough investigation for complaining customers , either by compensating them or clarifying the error and taking the corrective action with due course.
Full Analysis of the root cause of the complaint, while reporting the errors and the causes to the process and the business development team to make sure that the error is eliminated if it is a system error or a process enhancement needed to overcome any future complications
Managing the admin work, running reports, monitoring and watching closely the team’s performance throughout meeting targets and achieving the desired service level.
Maintains an accurate score for the team’s productivity (adherence/conformance) level.
Reconcile training schedules with training coordination when needed, and responsible for training of the new comers


Company Details

Etisalat Misr (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

www.etisalat.com.eg

Nov 2009 to Dec 2015 (6 years 1 month)
English instructor at Berlitz

Experience Details

English instructor

Education/Teaching, Training/Instructor

Experienced (Non-Manager)

Main responsibilities include:
 Responsible for training and conversing in English language to educate and monitor the progress and the fluency for English as a second language. Ages varied throughout 18-62.
 Enrolled as a mentor after 2 months to train new instructors on the Berlitz methods for learning Modern languages


Company Details

Berlitz (multinational)

Cairo, Egypt

501-1000 employees

Education

www.berlitz.com.eg

May 2009 to Nov 2009 (6 months)
Public adminstrator at H.B.K

Experience Details

Public adminstrator

Project/Program Management

Experienced (Non-Manager)

Main responsibilities include:
 Responsible for documents follow up in government facilities, ministry of power, Ministry of water and Electric power,.
 Works as a liaison to ensure the flow of work doesn’t get affected with delays.
 Provide and obtain the required data and information from the chosen agencies which the company chooses to strike contracts with.


Company Details

H.B.K

Doha, Qatar

501-1000 employees

Construction - Residential & Commercial/Office

N/A

Jan 2009 to Apr 2009 (3 months)
Technical support advisor at Vodafone AU

Experience Details

Technical support advisor

Customer Service/Support

Experienced (Non-Manager)


Main responsibilities include:
Data support for Vodafone Australia where I mainly assisted and advised customers with their data (GPRS, 3G Broadband and Blackberries) enquiries and helped in solving their network issues.
Was the technical complaint spokesperson, which negotiated for solutions with the technical team, based in Melbourne to solve and deliver the maximum customer satisfaction.
Promoted to Team Leader’s assistant, was responsible for the admin work regarding my team from making sure that the team data is updated daily by doing the calculation charts, creating presentations for meetings, taking meeting points and make sure that they are worked upon and helped to invoke a team working environment
Also, managing the team’s productivity and going through the service level accuracy and their adherence and conformance, managing their annual/casual leaves as well with the workforce and the HR.
Was responsible for team orientations for any new product the is introduced through technical channels


Company Details

Vodafone AU (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

N/A

Aug 2006 to Dec 2008 (2 years 4 months)
Enior Analyst & Team manager’s assistant at E-Group

Experience Details

Enior Analyst & Team manager’s assistant

Sales/Retail

Experienced (Non-Manager)

Main responsibilities include-:
Marketing home improvement estimates to California residences’ over the phone.
Training new analysts and conducting their quality to meet the best customer experience and the sales targe


Company Details

E-Group

Cairo, Egypt

501-1000 employees

Marketing and Advertising

N/A

Jan 2005 to Mar 2006 (1 year 1 month)
Telesales representative at Amico Tech

Experience Details

Telesales representative

Sales/Retail

Entry Level

Main responsibilities include-:
Marketing and selling websites domains to US residences’ over the phone.
Marketing for the 011 campaign which was selling call packages to US, Canadian, and Irish residents over the phone


Company Details

Amico Tech (multinational)

Cairo, Egypt

501-1000 employees

Marketing and Advertising, Telecommunications

N/A

Jul 2002 to Jan 2005 (2 years 6 months)

Achievements


Acting as team leader since 2012


Got promoted to mentor after 2 months


`


Got promoted within the first 6 months


Advisor of the month 5 times


.


Education

Bachelor's Degree in Management information System

Education Details

Bachelor's Degree

Management information System

Modern Academy in maadi, Egypt

B / Very Good / 75 - 85%

N/A

N/A

Modern Academy in maadi
2002 - 2006
High School - Thanaweya Amma

High School Details

Thanaweya Amma

orouba language school

Egypt

2002

A / Excellent / 85 -100%

N/A

orouba language school
2002

Training and Courses

Training/Course Details

Soft Skills

Aug 2012

AmidEast

How to manage your manager How to work effectively Time Management

This profile is fresh!
Last update 6 days ago.

Jobseeker photo

Profile Skills and Keywords

Adobe DreamweaverAdobe PhotoshopAmico TechApple Related ProductsArabicBankingBerlitzBooksBusiness DevelopmentBusiness Risk Quality Assurance Assistant ManagerChallangesCommunicatorConstruction - Residential & CommercialCustomer ServiceEducationEnglishEnglish InstructorEnior Analyst & Team Managers AssistantEtisalat MisrFrenchGermanHSBCHandles StressHistoryLeaderManagement Information SystemMarketing And AdvertisingMicrosoft OfficeMoviesOfficeOracleProblem SolverProgram ManagementProjectPublic AdminstratorQuality AssuranceQuality ControlResearchRetailSalesSiebelSoft SkillsSr. Complaint AnalystSupportSupportiveTechnical SupportTechnical Support AdvisorTelecommunicationsTelesales RepresentativeTrainingVodafone AUWriting

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

German

German

: Intermediate

: Beginner

: Intermediate

: Beginner

French

French

: Intermediate

: Beginner

: Intermediate

: Intermediate

Tools and Technologies

Siebel

Siebel

: Expert

: Extreme - I love it!

:

More than 7 years

Apple related products

Apple related products

: Expert

: Extreme - I love it!

:

More than 7 years

Microsoft Office

Microsoft Office

: Expert

: Extreme - I love it!

:

More than 7 years

Adobe Photoshop

Adobe Photoshop

: Intermediate

: High

:

3-5 years

Adobe Dreamweaver

Adobe Dreamweaver

: Intermediate

: High

:

1-3 years

Oracle

Oracle

: Intermediate

: High

:

More than 7 years

Fields of Expertise

customer service

customer service

: Expert

: High

:

More than 7 years

Technical support

Technical support

: Expert

: High

:

3-5 years

training

training

: Advanced

: High

:

3-5 years

Leader

Leader

: Advanced

: Extreme - I love it!

:

3-5 years

Key Skills

Leader, Communicator, Problem Solver, Handles Stress, Supportive

Online Presence

https://eg.linkedin.com/pub/karim-mabrouk/a6/962/214www.facebook.com/kmabroukwww.twitter.com/kiks85

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