This document is a resume for Amany Mohamed ELhusseini. It summarizes her experience working in customer service roles for various banks and companies in Abu Dhabi and Egypt over the past 15 years. She is currently a Customer Relationship Officer at Abu Dhabi Commercial Bank where she is responsible for ensuring high levels of customer satisfaction and promoting the bank's products. Prior to this, she held several senior customer service roles where she consistently received high performance awards. The resume highlights her strong communication, sales, and customer service skills.

1. Amany Mohamed ELhusseini
PERSONALSUMMARY______________________________________________________________________
A wellmannered, articulate and hardworking customer care advisor whohas invaluable
experience of providing a professional and efficientservice to customers. Able to ensure high levels
of customer satisfaction and to exceed their expectation when it comes to customer care. Excellent
client facing and configurationskills and a strong team player with an appreciation and
understanding of the importance of customer care as a functionwithin a business.
I lookforward to becoming a part of an organization, whichI can grow and apply my knowledge.
CERTIFICATES &AWARDS_________________________________________________________________
 ADCBTAMAYOUZAWARD for2015
 ADCBBEST CUSTOMERRELATIONSHIPOFFICER(CRO)for July2015
 APPRECIATIONFROM ADCBYAS MALLBRANCHMANGERFORBEST CUSTOMER
SERVCE ONFeb2016
 BEST SENIORCALLCENTERAGENT FORPROVIDING ANEXCEPTIONALCUSTOMER
SERVICE AND HIGH QUALITYPERFORMANCE ON:
 MARCH 2013
 MAY 2013
 SEP 2013
 SEP 2012
 BEST CALLCENTERAGENTFORPROVIDING ANEXCEPTIONALCUSTOMERSERVICE
AND HIGHQUALITY PERFORMANCE ON :
 APRIL2011
 MAY 2011
WORK EXPERIENCES_______________________________________________________________________________
AbuDhabi Commercial Bank,AbuDhabi
Mar 2015 – Till Date: Customer Relationship officer (CRO) - Yas Mall – Abu Dhabi
Commercial bank - ADCB–UAE
 Take appropriate steps toensure thatthe marketingstrategyiscommunicatedwith
absolute claritytoall membersof the teamto follow.
 Promote Bankproductsby providingconsistent,accurate andtransparentinformationto
customers.
 Maximize oncrosssellinggrowthof existingcustomerbase andidentifynewpotential
sellingopportunities.
 Achieve setof targetsforcustomerwithseveral bankproducts(accounts.creditcards
personal loans.autoloans.home finance etc.
 Followupandclose selling/crosssellingleadreferrals.
 Consistentlyillustratehighlevelsof customerorientationandprofessionalismindayto
day conduct.
 Ensure that all service levelsandagreementsare beingmetconsistentlywithoutanyfail.

2.  Ensure adherence tocut-off timesanddeadlines.
 Performoccasional dutiesassigned.
 Ensure implementationof strategicinitiatives(TSE&Itqan etc.) &channel migration(IB,
MB & Email).
 Educate self onexistingproceduresandproduct.
 Analysisfinance chargesinall productsof the bank.
 Ensure that Bank policies andguidelinesare consistently&strictlyfollowed.
 Performadequate care anddiligence indaytodayconduct to protectBank fromfinancial
and non-financial loss.
 Ensure full awarenessof all productsprovidedandisconstantlyupdatedonall changes
and amendmentsonproductfeatures,proceduresandprocesses.
July 2011 – Feb 2015: Senior Call Center Agent – Contact Center - Abu Dhabi
Commercial bank - ADCB–UAE
 Responsible forassisthighcategorycustomers(Privilege &Excellency).
 Achieve the monthlytargetforcustomerswithseveral bankproducts(accounts.Credit
cards .personal loans.Home finance .etc.
 Update knowledge of promotions,special offersandothermarketingactivitiestoprovide
informationtothe customers.
 Promotingandhandlingall kindof promotions.
 Capitalize oncross –salesopportunities.
 Prepare andsubmitthe teamperformance evaluationreporttothe teamleaderon
weeklybasis.
 Maximize returnsandminimizeriskandenhance relationshipsforthe bank.
 Providingcustomerswithaccurate informationregardingADCBproducts(account.credit
card. loans ...)
 Abilitytoworkat all the bank applications(Siebel/hostfront/FCR/laps/DCMS/MIS/etc. )
 Auditcallsandsystemworkflowsandsubmitthe reportto Managers.
 Buildcustomer’sinterestinthe servicesandproductsofferedbythe bank.
 Handle customerqueries andcross-sellingof ADCBRetail Bankingproducts.
 Communicate wellandprovide feedbackforbothinternal andexternal customersfor
improvementof servicesorprocess.
 Contributestothe overall successof the unitandgenerate ideasthatcanbe implemented
to enhance productivity.
 Update the existingdatabaseswithchangesandthe statusof eachcustomer/prospective.
Dec 2010 - July 2011: customer service agent – Contact Center – Abu Dhabi
Commercial bank - ADCB–UAE
 Build customer’s interest in the services and products offeredby the bank
 Providepersonalized customer serviceof the highest levelfor VIP customers
 Create new leads forall the bank’s products.
 Actively support and apply the principles of Calls Quality Management Initiative,
Continual Improvement and Feedback in all aspects of the job.
 Capitalize on cross sell various retail banking products and generate leads
 Capture complaints and forward them to Service Quality
 Customer focused, minimize returns/risks and enhance relationship for the bank
 Achieve stipulated targets and maintain quality customer service.

3. MurabahatReal EstateSolution,AbuDhabi
Feb 2008 - Dec 2010: CustomerServiceandSalesCoordinators:-
 Handling Sales, customer service, and followingup complaints via phone.
 Holding some tasks in monitoring the results of sales team.
 Responsible fordelegations and management of outlets, shops and booths.
 Keep record of the services provided and ensure the helpdesk database is always
updated.
SigmaPharmaceutical Industries,Egypt
March 2004 - Jan 2008: CustomerService&SalesCoordinator:-
 Holding Sales, customer service, complaints, backoffice,technical support, team-
leading and managerial tasks.
 Responsible fordata entry and organization of customers.
 Responsible of all secretarial tasks (typing, filling, prepare the meeting).
KEY SKILLS AND COMPETENCIES__________________________________________________________________
 A good levelof written and verbal communication skills.
 Able to quickly gain extensive knowledge of a company products & services.
 Able to identify & hunt down sales opportunities.
 Able to workas part of a team and in a busy telephony environment.
 Knowledge of installation, troubleshooting and configurationof PCs and software.
 Excellent telephone manner and customer service skills.
 Able to diplomatically manage customer's expectation.
PERSONALDETAILS__________________________________________________________________________________________
Dateof Birth : SEP, 30 1981
Nationality : Egyptian
Visastatues : Employment Visa
Languages : Fluent in Arabic and English.
Contacts : (+971) 50 - 5020198
E-mail Address:amany.elhusseini@gmail.com
EDUCATION________________________________________________________________
 B.Sc. in Science - 2003
 Mansora University,Egypt
 ICDLCertificate - 2003
 Mansora Branch