• Managed a portfolio of multinational key accounts with an annual premium value of EGP 350M serving over 40K insured individuals.• Developed a new review process to updating clients’ salaries, which has eliminated incorrect salary updates, improving the overall performance of the department and enhancing the customer experience.• Restructured the internal customer transfer process by implementing a step to assess customer consumption prior to approval, effectively reducing costs and enhancing operational efficiency.• Achieved company-wide recognition as Employee of the Month, acknowledging outstanding contributions and dedication.• Conducted presentations and training sessions for teams on various topics including time management and effective communication, fostering skill development and productivity enhancement.• Facilitated resolution of Ops system issues with stakeholders to ensure consistent system performance, thereby safeguarding team productivity and operational continuity.

• Consistently upheld the lowest Average Handling Time (AHT) and highest tickets volume, earning recognition as a top performer for 3 consecutive months, enabling me to provide steadfast support during peak rush hours.• Assigned as Shift Leader, managing customer escalations, and resolving complaints effectively.• Accountable for meeting Service Level Agreements (SLAs) by overseeing the team’s login time and providing end of day reports comparing actual SLA performance to planned targets.

Participated in a comprehensive training program within the Finance department focusing on cash deposits management and the execution of sale and purchase documents.

Gained hand-on experience in the operations department, where I was responsible for executing Letters of Credit (LCs), Letters of Guarantee (LGs), and performing Know Your Customer (KYC) approvals for both corporate and retail loan transactions.