• Handling Complaints & queries related to the branch (CMS Champion) & responsible forthe branch's quarterly awareness sessions.• Responsible for educating the branch staff regarding HSBC's digital channels (DigitalChampion).• Handling marketing materials & making sure all they updated (MerchandisingChampion).• Daily processing of all operational transactions of the branch (Personal & Corporate),including but not limited to: cheques. transfers, taxes, term deposits & cashier orders.

• Ensure all customer needs are met and sales opportunities are maximized.Ensure Direct channels are fully utilized by the customer.• Undertake effective Individual Reviews.• Achieve cross sale penetration rates and wealth referrals achieved for account opening, lending and other sales.• Building a high personal and corporate profile in the community.Fully utilize and input to Customer Relationship Management data, ensuring all customerinformation is complete and kept up to date.

•Handled premier customers' issues & queries for HSBC's "Global Service Center"

• 1st line technical advisor and before it as a billing advisor.• Responded to customers over the phone and resolved their inquiries.• Generated hourly reports of Average Handling Time for calls to current team, makingsure Sales target is achieved along with delivering policy and new projects' updates toteam members.• Supported new colleagues as an on loan floorwalker for knowledge and system queriesand handled their escalations or call-backs if required. Also, served as a support toadvisors for the launch of a new system.• Recognized as a VIS top performer for the 1st/2nd quarter of 2014/2015 by VIS directorSherif Bakir and on monthly basis through the monthly rankings.