Karim Gamal El
Syed Ibrahim Omar
+971501659950
kareemammar77@gmail.com
Dubai, UAE
WORK HISTORY
06/2016- Current
PERSONAL INFO
Mashreq Bank- / Dubai, UAE
Senior universal banker (SSO / branch officer) –
Senior Relationship Officer ( Retention and EOSB specialist).
Date of Birth:18th March 1987
Nationality: Egyptian
Marital status: Single
Residence of UAE
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PROFESSIONAL SUMMARY
Having over 10 years of
experience in customer
relations Generating high
revenues and bringing
consistent results. Expert in
building long lasting
relationship with loyal clients.
I am customer-focused,result
driven, detail oriented
professional that can
maximize profit through
understanding customer's need
and decoding information and
making it useful for analysis.
Skilled at learning new
concepts quickly, working well
under pressure and
communicating ideas clearly
and effectively. Well
organised and excellent team
player. Able to gain the trust
of customers by interacting
with people from all
backgrounds.
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Communicating with customers and sales representatives.
Open accounts for new customers and prepare new account
paperwork, applications and request the required
identification
Identify the needs of new and existing customers and offer
appropriate services currently available
Provide additional information to customers regarding
promotions, contests and new account options
Promote and upsell credit cards available through the
financial industry as well as and banking services to current
and potential customers
Answer questions and customer concerns regarding checking
and savings accounts
Proactively identify and inform customers of account status
deficiencies and disputed transactions while providing
options to resolve
Process and post various loan payments, record information
in the database and issue a receipt confirming the
transaction
Gathering information about customer complaints.
Negotiating with customers to renew contracts and retain
business.
Meeting with the sales team to propose customer retention
solutions.
Writing and presenting customer behavior reports.
Building positive relationships with customers and business
associates
01/2015 - 06/2016
Aramex | Dubai ,UAE
CRM Manager
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Supervises customer service representatives.
Ensures that customers receive the quickest service possible.
Assists representatives in handling disappointed customers.
Determines a course of action to resolve customer problems.
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LANGUAGES
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 Arabic-Fluent
 English- Fluent
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EDUCATION
06/2010
Alexandria University,
Alexandra, Egypt
Bachelor Degree:
Art of Anthropology
KEY SKILLS
Excellent interpersonal
Communication skills
Creative thinking skills
Perseverance & motivation
Teamwork skills
Organizational skills
IT skills
Decision making
Negotiating & Multitasking
Influencing skills
Attention to details.
Fast-learner and responsible.
COMPUTER SKILLS
Proficient in:CRM, POS and
banking System, MS-Office
(Word, Excel, Outlook)
Platforms: Microsoft
Windows® XP and Microsoft
Windows
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Interacts with customers using phone, fax, email, the
company website and in person.
Provides assistance to representatives during extremely busy
times.
Ensures that customer service representatives follow all
company policies and procedures when dealing with
customers.
Collects customer payments.
Issues customer refunds.
Takes customer complaints to upper management when
necessary.
Interacts with vendors.
Coordinates employee meetings, parties and continuing
education.
Generates reports for upper management.
Helps create, update and maintain call script for
representatives.
Maintains database of customers for follow up
Ensure the account opening process is handled correctly and
in a timely manner.
Manage the CRM system and ensure all sales teams are
trained & equipped to use the system.
Ensure continuity of customer data integrity in the system.
Prepare non - financial CRM reports as needed.
Manage the efficiency of the lead management process.
Enhance customer satisfaction by providing timely corrective
actions.
Implement CRM policies and procedures within corporate
standards
01/2013- 01/2015
Mashaweer Company / Alexandria, Egypt
Branch manager assistant / Operation manager / Logistic
supervisor / Quality control director
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Assists manager in efforts to reach profit, performance, and
customer service goals.
Oversees banking services, especially customer service, to
ensure excellence; contacts or assists customers and
prospective customers.
Reviews and manages staffing procedures, ensuring that staff
assignments and responsibilities are reasonable, and that
salary structure is equitable.
Coordinates communication with branch staff.
Works to meet branch performance standards including
operating loss control, bank secrecy, and compliance with
policies and procedures.
Oversees and assists with the preparation of all branch
reports for approval by manager.
Attends and participates in periodic staff meetings.
Manages branch operations when manager is absent.
Performs other related duties as assigned.