Ola O. Email and Phone Number
A professional and hardworking banker with 17 years of experience. Very experienced in the customer service field. Handled customer complaints indulgently and reduced the number of complaints from 1000 to 200 per year. In just a few years was able to become a senior performance and business development manager. Using people skills, managed the customer satisfaction department and maintained solid client relationships. Strategically plan for the bank's long-term strategy by designing and executing customer acquisition campaigns with the CRM team. Trusted to manage all annual contracts renewal and collaborated with the HR department in hiring new staff members. Prepare a legal responsibility to maintain the bank's legal rights. An enthusiastic leader who keeps a keen eye on new market trends through data analysis and market research. Achievements:- Reducing the number of complaints from 1000 to 200 per year.- Developing a computerized system for complaints and suggestions via the Bank website.- Cooperating with legal affairs in responding to complaints according to the rules of the Central Bank.Expertise:Customer Relation Management | Complaints Escalation | Serveries Improvement | Business Development | Bank Products Management | Reporting Techniques | Data Analysis| Problem – Solving Business Process Improvement |Business Strategy | Business Planning |Market Research |Executive Management |Programming |Human Resources (HR) |Customer Service Management |Retail Banking |Conflict Resolution |Issue Management |Customer Support |Risk Analytics |Customer Experience |Business Intelligence (BI) |Complaint Investigations |Complaint Management |Communication |Strategy |Business Development |Leadership |Reporting & Analysis |Training & Development |Service Improvement |Strategic Planning |Problem Solving |Data Analysis |Customer Relationship Management (CRM) |Banking
Alexbank
View- Website:
- alexbank.com
- Employees:
- 3024
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Performance And Business DevelopmentAlexbank Nov 2020 - Present• Trains and coaches managers, supervisors, and others involved in employee development efforts.• Develops and maintains organizational communications such as intranet bulletin boards and newsletters to ensure employees know training and development events and resources.• Ensuring that the department is aligned with the company's strategic goals and objectives.• Collaborate with the HR department in the hiring process of new staff members and the renewal of annual contracts.• Conduct regular performance evaluations of individual employees or groups of employees to measure their progress toward meeting goals and achieving objectives.• Providing coaching and feedback to employees on how they can improve their performance.• Creating employee evaluation forms and conducting performance evaluations.• Manages the distribution of the required target to all branches.• Provide logistical support, course development, delivery, evaluation, process measurements, and cost management.• Develop a growth strategy focused both on financial gain and customer satisfaction.• Build long-term relationships with new and existing customers.• Maintain the Bank's reputation and values at all times, especially while interacting with clients, customers, or future clients.• Gather useful information from customer and competitor data.• Coordinate with sales teams to develop mutually beneficial proposals.
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Senior Payroll Support OfficerAlexbank Jan 2017 - Nov 2020Egypt• Handel all contracts renewal, labor office issues, social insurance issues, medical insurance issues, hiring procedures, and resignation procedures and calculate vacation records.• Responding to employee questions about compensation, taxes, benefits, and deductions.• Accurately updating payroll data in the payroll system, showing all necessary information.• Collecting daily, weekly, and monthly employee timesheets.• Review the acquired businesses to ensure that they meet AlexBank's requirements in terms of Quality and risk rating requirements to improve Cross Selling to both new and current payroll firms, increasing penetration rates, and delivering a wide choice of product options.• Oversee research, investigation, and resolves issues identified through exception reports and payroll certification inquiries.• Analyses data to identify areas of risk and trends designed to improve the management of the Institute's data.• Assist the HR department.• Develop and manage a customer acquisition program with the CRM team.Achievements:• Developing a computerized system for complaints and suggestions via the Bank website.
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Customer Relationship Manager – Remittances BusinessAlexbank Jan 2015 - Dec 2016Egypt• Building and maintaining good relationships with key customers.• Keeping customers updated on the latest products in order to increase sales.• Handling issues and inquiries about payment instructions from the bank and money exchange companies.• Strategically plane customer relationship methods with the bank's senior management and other personnel, the customer relationship managers may make informative presentations outlining their plans in detail.• Follow up with the branches about Western Union's activity and any targets attained.• Monitoring the actions of the banks' ad exchange companies cooperating with the bank and developing ways to improve those activities to maximise the return on those services.• Taking feedback from customers to ensure they are satisfied with the service.• Researching the competitors and devising plans accordingly.• Solving customer issues and complaints.
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Customer Satisfaction And Complaint Handling OfficerAlexbank Aug 2012 - Dec 2014Cairo• Build sustainable relationships and trust with customer accounts through open and interactive communication.• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.• Manage any consumer complaints that CBE has received, respond to each one, and email copies of the responses to both the customer and CBE.• Prepare quarterly, semi-annual, and yearly reports on complaints to deliver to the top management and the Italian group.• Ensure customer satisfaction and provide professional customer support.• Keeping records of customer interactions, transactions, comments, and complaints.• Prepare a legal response to maintain the bank's legal rights.• Make recommendations to management to improve customer experience.• Use questioning, trouble shooting and listening skills that support effective telephone communication and help in solving the customer’s problems & complaints.Achievements:• Reducing the number of complaints from 1000 to 200 per year.• Cooperating with legal affairs in responding to complaints according to the rules of the Central Bank.
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Performance & Business Development OfficerAlexbank Feb 2008 - Jul 2012Egypt• Develop strategic plans and set goals for business and revenue growth.• Research and Identify new business opportunities - including new markets, growth areas, trends, customers, partnerships, products and services - or new ways of reaching existing markets• Understanding of the businesses' products or services and advise clients about them.• Liaise with the finance team, warehousing and logistics departments as appropriate.• Develop a growth strategy focused both on financial gain and customer satisfaction.• Maintain current client relationship and identifying areas for potential clients.• Identifying opportunities in target markets for the bank’s products and services.• Closely monitoring performance and provide regular reports and data to senior management.
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Customer Service Representative At Mortgage Services CentreEgyptian Arab Land Bank (Eal Bank) Feb 2006 - Feb 2008Egypt• Resolve customers’ concerns and answer customers’ questions.• Promoting the product and company positively, answering questions and addressing concerns as they arise.• Acknowledging and resolving customer complaints.• Maintaining a positive, empathetic, and professional attitude toward customers at all times.• Build sustainable relationships and trust with customer accounts through open and interactive communication.• Meet personal/customer service team sales targets and call handling quotas.• Keep records of customer interactions, process customer accounts and file documents.• The first point of contact for all customers who wish to discuss their Mortgage needs.• Follow communication procedures, guidelines, and policies. -
English TeacherAgyal Integrated Language School Jan 2002 - Jan 2006Egypt• Planning, preparing, and delivering lessons to a range of classes and age groups.• Providing periodical, informative feedback.• Identifying, adapting, and designing different instructional resources and methods to meet students' varying needs and learning styles.• Responding to students inquiries in a professional manner.• Recording and maintain accurate student attendance records and grades.• Building trusting relationships with students, parents, and other staff.
Ola O. Education Details
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Very Good
Frequently Asked Questions about Ola O.
What company does Ola O. work for?
Ola O. works for Alexbank
What is Ola O.'s role at the current company?
Ola O.'s current role is Microfinance Performance and Business Development | Customer Satisfaction Manager | Performance Development Manager |.
What schools did Ola O. attend?
Ola O. attended Ain Shams University.
Who are Ola O.'s colleagues?
Ola O.'s colleagues are Rehab Mukhtar, Mohamed Shawkey Safy, Khloud Nail, Nayra Sharara, Ahmed Shaban Sharaky, Tarek Elsherif, Samer Ahmed.
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