Customer Experience & Relations Manager

Looking to combining all my 12+ years of experience, constant education and training in a customer oriented organization to assist in achieving the highest customer satisfaction levels, magical creativity and consequently increase sales.

Customer Experience & Relations Manager
HSBC Bank Egypt Cairo - September 2011 to May 2015
Ensuring effective resolution and delivery of a superior Customer Experience, ensuring "treating customer fairly" principles are implemented as per Group polices.
Prepare Complaints Analysis MIs and ensuring the relevant action plans are implemented with all stakeholders.
Maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.
Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
Customer Service Representative
HSBC Bank Egypt Cairo - July 2007 to January 2010
Insurance and financial adviser for HSBC customers.
Maximize product sales to agreed targets by probing customer needs and actively cross selling products identifying and following upon sales opportunities based on potential customer lists.
Provide feedback on required improvements to products and processes.
Branch Administration
HSBC Bank Egypt Cairo - April 2005 to June 2007
Assisting Branch manager.
Managing Branch environment, responsible of all Branch supplies, expenses and filings.
Sending and receiving faxes, Answering incoming telephone calls.
Distributing memos when necessary to all staff.
Arranging the weekly staff meetings and taking minutes.
Office Administrator & HR Coordinator
Mars Incorporation Cairo - April 2004 to March 2005
Maintaining office environment, managing stock of office supplies, handling Hotel accommodations and transportation.
Worked with upper management to complete complex projects on tight budgets within specific timelines.
Tracked and recorded expenses and reconciled accounts to maintain accurate, current and compliant financial records.
Provided logistical support for programs, meetings and events, including room reservations, agenda preparation and calendar maintenance.
Reported on daily office activities to help managers stay on top of dynamic conditions and make proactive decisions.
Performed general office duties, including answering multi-line phones, routing calls and messages and greeting visitors.

Ain Shams University Cairo - Bachelor of Arts English Literature
Majored in English literature/ Minored in American literature
Arabic: Mother tongue
English: Fluent (Speaking / Writing)
French: in progress (B1)

HSBC Products Accreditation
Smart Working Training
Conflict Management Training
Mini Certificate of Human Resources from (AUC)
Business Skills Development (AmCham)
Portrait Drawing (coral, pastel and oil)
Oil Painting

Problem Solving, Adaptability, Collaboration,
Strong Work Ethic, Time Management, Critical Thinking, Leadership, Analytical Thinking, Fast Learning, Motivational Speaking, Creativity, Ambition