1. Khalid Essam Mohamed
Mob:055-6007131-
0508764566
Dear Sir
I am eager to introduce myself as a candidate for the position in Customer Service
Manager.
I am a graduate of Ain Shams University from the Faculty of commerce,
I have a high range of experience in customer service field or retail for more
than 7 years, which has further sharpened my skills and qualifications.
My experience combined with my educational background provided me with
a solid foundation to establish a career in Customer Service field.
Kindly find herewith attached my resume. I would very much appreciate an
opportunity to discuss it further with you.
Sincerely,
Khalid Essam

2. KHALED ESSAM MOHAMED SOBHY
OBJECTIVES:
I'd like to have the opportunity to join in a Customer Services Manager field.
PERSONAL DATA:
Date of Birth: May 3 1980.
Nationality: Egyptian.
Social Status: Married.
EDUCATIONS
- Faculty of Commerce, Ain Shams University, 2004.
- Applied Accounting from American University in Cairo.
- Computerized Accounting American University in Cairo.
- Got the high school education from an experimental language school.
LANGUAGES
Arabic: Mother tongue.
English: Excellent Command (Both spoken and written).
COMPUTER SKILL
- Professional user of Microsoft Word, Excel, Power Point, Outlook.
- Highly skilled on Arabic & English typing.
- Professional user of the Internet.
- Perfect using T24 Banking System, CTL, AVAYA, CMS (Call Center Management
System), prime (Credit Card), Call Witness, Online issuer and HRMS oracle.

3. PERSONAL SKILLS:
- My Vision to work in multinational Company.
- I used to work under stress for long hours.
-Highly self-motivated, short time orientation, ability to meet tight deadlines.
-Ability to handle multiple tasks & arranges them according to its priorities.
-Have analytical interpersonal & excellent communicational skills.
-Hard worker, effective personality, able to take decision, capable of working in a team or
abroad.
QUALIFICTIONS & EXPERIENCES:
Banking Experience:
Union National bank (UNB) from (19/1/2010 up till now)
Working In UNB - Customer Services Officer
-Acting Customer services officer till: 2011
- Customer services officer till now.
- Taller for 1.5 year .
-Training about banking system, products and Quality assurance …
Department: Branch /Retail Banking Group
Title: Customer Service Officer – CSO
Customer services Officer.
Job Description:
1. Handle simple and uncomplicated walk-in customers' requirements and complaint.
2. Assists in demonstrating the use of alternative service delivery channels.

4. 3. Mange the platform waiting area and comply with the regular requirements.
4. Reach predecided customer satisfaction level and acceptable audit rating.
5. Process all the credit facilities for the customers in the system.
6. Handle objecting customers.
7. Open all kind of accounts for the new and existing customers.
8. Achieve all the bank semi-annual & annual targets.
9. Update all the customers' data.
10. Receive all the customers' requests.
11.Ensure recovery of all retail charges
Title: Teller “working as a teller for 1.5 year “
- Handle all kind or teller transaction with Zero mistake.
- Do all kind of teller transaction
- Additional Tasks & Duties:
Handle UNB Risk Management:
-Job Description:
- Initiating Call Center Cards Risk management manual for system actions & process as well as updating
the same with the policy & procedures applied by CSD Fraud Control. (Risk & Compliance management)
-Reporting the number of alerts received on cards risk management system (CTL Fraud Guard) on daily
basis.
-Reporting the number of Fraud Guard cases resolved by each assigned agents along with their efficiency
ratio (number of resolved case per hour) on daily basis.
-Reporting FG users’ productivity on monthly basis to be sent to all FG users highlighting the agent who
achieved the highest productivity ratio to motivate all users to achieve better performance.
-Providing cards risk management training to users who fail to achieve the required productivity or who
have been reported for repeated mistakes.
-Scheduling assigned agents to handle cards risk management system (CTL Fraud Guard) on monthly
basis.
-Providing the required Fraud Guard system & process training to new joiners.
Handle UNB Outbound Marketing Unit for 1 year:

5. Job Description:
-Perform outbound calls to customers and prospects, by utilizing all leads generated by the call center to
sell and cross sell the banks products based on the customer interest.
-Explore and identify potential customers for cross up selling the bank products.
-Handle special promotional outbound activities.
-Stay up to date with changes, developments of products, services & procedures
-Maintain confidentiality of the bank customers and data.
-Perform customer important dates contacts.
-After sales contact and feedback.
-Customer referral programmed implementation.
-Provide high quality customer service by answering customer enquiries efficiently, politely with correct,
complete information and redirect them where appropriate.
-Work on Migrate customers to Alternative Delivery Channels.
-Educate the customer about organization’s products and services.
-Handle customer complaints to the satisfaction of the customer within the defined authority limits and
escalate more complex complaints where appropriate.
-Continuously learning to keep up-to-date with changes and developments to products, services and
procedures.
Abu Dhabi Commercial Bank (ADCB bank) (from 1/7/2008 tell 10/1/2010)
As a customer services (senior agent) …
-Working in ADCB bank as a customer services.
1- Responsible of the team reports and daily submissions.
2-Achieving and exceeding monthly target.
3-trying to increase the bank profit by suggestive selling.
4-selling bank products.
5-lanching marketing policies, identifying customer’s need and try advising the suitable product, which
meets his need.
Vodafone Egypt Telecommunications
Call center project (senior agent) 21/4/2005 till 10/6/2008 (4 years)

6. 1. Campaigns Management Representative.
2. Trade Line Queue.
3. Retail in Vodafone stores support 10 months (Customer Services Rep.)
4. Call Center Rep. (Last title: senior agent, joining night shift team from 12-05-2007)
Quality assurance Training Specialist:
Have two courses in Quality Assurance training Vodafone co.
Training Course collecting personal data from customers.
Retail in Vodafone stores:
- Selling Vodafone products for individual customers.
- Performing high quality services and proper communication to customers.
- Handling customer's problem and solving them.
- Handling the basic cash operation in the store and guiding it.
Other Experience;
Bank Maser IN Egypt: work as a customer services (cross selling to the Credit card and
account.)
Chips: Summer Accounting Training.
United Egyptian Group: Training for 3 month's customer service.
TRAINING COURSES:
1-Full English studies division in A.U.C.
2-English conversation in AUC, level 4 of 6
3-Had training courses in customer services field in Vodafone Company.

7. 4-Training about banking system, products and Quality assurance …
Take ACHIEVING CUSTOMER SERVICE EXCLLENCE in
Emirates Institute Of Banking and Financial Studies (ADCB Bank)
5- Certificate of Achievement Customer Service Excellency (UNB Bank)
-Self Development: Motivating Yourself to Perform UNB 2010
-Interpersonal Communication: Effective Communication (UNB).
-Total Quality Management: Essentials of TQM(UNB).
-Relationship Management - Building the Client Relationship(UNB).
-Business Finance: Risk Analysis(UNB).
-Managerial Leadership: Motivating Employees(UNB).
-Frontline Leadership: Knowledge in the Workplace(UNB).
-Measuring Quality and Performance. (UNB).
-Overcoming Time Management Challenges (UNB).
-Understanding Banking Basics (UNB).
-Fraud Detection and Prevention(UNB).
-Implementing Project Human Resource Management(UNB).
REFERENCE:
Personal And professional references and certifications will be furnishes upon request.
CONTACT ME:
Mobile number: 0556007131 - 0508764566
Email: - khaled.e.ibrahim@unb.ae
- Khaled.elakaad@gmail.com
HOBBIES:
- Horse Reading.
- Navigating through the Internet.
- Designing graphics using specialized programs.
Hope That My CV meets your requirements and needs, looking forward to be a member at
your honorable company