Abanoub Mounir

Experience

• 

  EGYPTAIR

  Aug 2014 - Sept 2014

  Trainee

  -Gaining new knowledge about accounting principles. -Learning how to enter transactions on computer. -Entering company invoices.

• 

  Arab African International Bank

  Jul 2016 - Aug 2016

  Trainee

  -Dealing with different types of customers.-Learning more about the banking field, operations and its departments.-Helping customer A.A.I.B customers with their daily transactions.-Providing A.A.I.B customers with the best way to manage their accounts.

• 

  Vodafone

  Jan 2017 - Apr 2017

  International Account Advisor

  -Customer Engagement and Interaction.-Resolving customer needs and issues.-Ensure customer level agreements are met.-Promoting Vodafone services to achieve customer satisfaction.

• 

  Careem

  Aug 2017 - Dec 2017

  Captain Support Agent

  -Answer telephone enquiries regarding captain trips, pricing, cancellations and billing queries.-Ensure all customer interactions adhere to our internal quality standards – and are focused on a near perfect Captain Satisfaction Score. -Adhering to the company policies and the tasks assigned by the direct management and meeting the KPIs assigned by them.

• 

  CIB Egypt

  Feb 2018 - now

  • Provide customers with basic information on all Bank’s products/services to increase Customer awareness & ensure a high level of quality service• Achieve assigned targets/volume/attrition/x-sell/deep-sell for the branch in both assets and liabilities to ensure that targets are met through walk-in customers, relationship building, existing customer base, companies & new to bank clients in a transparent & ethical way.• Track customers’ inflows and outflows and contact customers to seek information on reasons for unexpected behaviors to maintain better-quality service level and meet set budgets. • Ensure that every customer interaction is conducted as a superior service experience and in line with the defined CIB customer experience standards TAT and bank service indicators (including wait time, telephone timeliness, reply to customer queries and messages etc.).• Handle customers’ queries and complaints and ensure effective closure of complaints within the set TAT& SLA to reach customer satisfaction and loyalty• Contribute with the Deputy Branch Manager/Branch Manager in setting the sales plan and daily sales activities.• Transfers knowledge, guide and act as role model for younger staff and to ensure that the new hires on-boarding process is strictly adhered to.• Prepare daily sales report (DSR) including sales activities and call reports, share it with Deputy Branch Head and branch head to track sales performance achievement versus budget and work on alternative plans when needed.• Introduce and promote alternate channels to customers to reduce traffic in branches.• Monitor the sales performance of the sales team by establishing a system of reports and communications that includes Sales Reports, Cyclical sales meetings, sales newsletters & electronic bulletins. Show less •Sales & Service: 1. Manage & upgrade portfolio of existing Plus Customers & acquire NTB along with cross selling all exclusive products to be able to meet the annual approved plan.2. Track Plus customers’ inflows and outflows on daily basis and contact customers to seek information on reasons for unexpected patterns to maintain better-control & quality 3. Handle all Account opening & it’s related operations process including system input & data entry.4. Maintain high level of customer service by effectively dealing with CIB Plus Customer’s queries and complaints and ensure effective closure of complaints within the set TAT& SLA to while providing competitive customer service.•Reporting & Communication:5. Prepare daily sales report (DSR) including sales activities and call reports, share it with supervisor and branch head to track sales performance achievement versus budget and work on alternative plans when needed.6. Respond positively and diligently to colleagues and coordinate and communicate effectively with branch staff and support units to ensure that customers’ requests are processed timely and efficiently.•Product Support:7. Work Closely with Product Team to address Plus customers needed service and products to ensure providing best-in-class services and products.8. Seek and continuously develop knowledge and information about competitor activity, pricing and tactics and communicate this within division to keep ahead in the market.9. Ensure that the work area is maintained in good condition and that product materials are available and prominently displayed. Show less • Provide customers with basic information on all Bank's products/services to increase Customer awareness & ensure a high level of quality service.• Achieve assigned targets/volume/attrition/x-sell/deep-sell for the branch in both assets and liabilities to ensure that targets are met through walk-in, relationship building and depending of existing customer base and companies as well as new to bank clients in a transparent & ethical way.• Track customers' inflows and outflows and contact customers to seek information on reasons for unexpected behaviors to maintain better-quality service level and meet set budgets.• Ensure that every customer interaction is conducted as a superior service experience and in line with the defined CIB customer experience standards TAT and bank service indicators (including wait time, reply to customer queries and messages etc.).• Handle customers' queries and complaints and ensure effective closure of complaints within the set TAT& SLA to reach customer satisfaction and loyalty.• Complies with all relevant CBE regulations, banking laws, AML regulations and internal CIB policies and code of conduct in order to maintain CIB's sound legal position and mitigate any potential risks. Show less • Perform all the onsite ATM related functions including preparing daily proof sheets, replenishment and reports.• Introduce alternative channels to customers to reduce traffic in branches according to bank SOP's.• Process all the cash counter transactions accurately in accordance with the set objectives.• Cross sell products based on customer potential and needs without affecting their primary work and service standards contributing in the achievement of the branches KPIs.• Adhere to the bank standards related to the average waiting & serving time in addition to the productivity reports.• Handle customer requests efficiently and raise any problems to the Head Teller/Operation Officer in order to meet customer satisfaction & to reach customer delight• Follows all relevant department policies, processes, standard operating procedures and instructions.• Adhere to the bank clean desk policy• Follows the day-to-day operations related to own jobs in the concerned department to ensure continuity of work• Complies with all relevant CBE regulations, banking laws, AML regulations and internal CIB policies and code of conduct in order to maintain CIB's sound legal position and mitigate any potential risks. Show less

  • Sales & Service Officer

    Jul 2022 - now

  • Plus Banker

    Nov 2021 - Jun 2022

  • Senior Personal Banker

    Mar 2020 - Oct 2021

  • Bank Teller

    Feb 2018 - Feb 2020