6 years experience in the largest bank in Egypt is represented in the belowNBE {National Bank of Egypt} September 2022 till NowData analystResponsible for extracting, preparing and analyzing data from the CRM system on a daily basis.Sending daily and monthly reports to the departments directors to help take the appropriate decision regarding requests that have not been properly worked on.Analyzing day and month data regarding the number of incoming calls and customer inquiries, requests and complaints that were submitted on CRM system.Responsible for conducting the necessary tests for complaints and requests proposed on the CRM system (the test environment) and commenting on them before launching them on the live system.Receiving suggestions for amending requests, complaints, and activities, and responding to them.Direct communication with Bank's Complaints Department for permanent updating of complaints on CRM system.NBE {National Bank of Egypt} April 2021 till August 2022Officer at Back Office Operations UnitProcessed Customer Requests for Services, such as update data, Transaction Reverse, Travel Note and redemption point.Calm angry Callers, repair trust, Locate resources for problem resolution and design best-option solutions.Described promotional offers and used persuasive sales techniques to upsell servicesHelped with technical issues with logging into accounts online.The responsibility of the entire administration to receive documents and complaints from the Central Bank and the government portal, to contact customers, to identify complaints and to follow up with the relevant departments.NBE {National Bank of Egypt} October 2019 till April 2021System Reviewer at Reviewing Unit.Reviewed Customer Requests for Services, Such as Blocking, Transaction Reverse, Following up all customers’ requests that are registered through the call center and being responsible for Review them.Receiving system reports from Data Ware House department and processing, preparing and comparing them with reports extracted from CRM system.NBE {National Bank of Egypt} March 2018 till September 2019Customer Service Representative.Answer large amounts of inbound and make outbound calls in a timely manner.Following call center “scripts” when handling different topics.Identifying customers’ needs, clarify information, research every issue and providing solutions.