Pioneered the implementation of customer-level methodology in collection activities, deviating from traditional account-level approaches. This innovative strategy resulted in one of the lowest delinquency ratios in the industry, outperforming benchmarks in a large secured portfolio.Successfully trained and developed Relationship Managers (RMs) to effectively engage with customers, striking a balance between bank and customer interests. This adaptability and customer-centric approach led to high customer satisfaction rates, fully aligned with Central Bank of Egypt (CBE) regulations.Generated and supported novel ideas that extended customer lifecycles and stabilized existing portfolios. Additionally, contributed to the development of deviation frameworks for new cases, ensuring proactive delinquency management and portfolio optimization.