Tamer Ibrahim Ahmed is seeking a customer service or operations role where he can utilize his education and 15 years of experience. He holds a Bachelor's Degree from Ain-Shames University. Currently he works as a Front Office Customer Care Representative at DU Telecom, where his responsibilities include handling customer inquiries, complaints, accounts, and providing feedback to improve customer service. Previously he held roles at Emirates NBD including in their IPO Center and Clearing Department where he supervised teams and handled tasks like data entry, application processing, and query resolution. He is proficient in English and Arabic and Microsoft Office applications.

1. Tamer Ibrahim Ahmed
Ajman, United Arab Emirates.
Mobile: (+971) 0525633103
Email: tibrahim@windowslive.com
Objective:
Seeking a challenge position in a reputable organization where my education, experience, training,
and skills can be applied and utilized in addition to develop my proficiency and allow for future growth
and advancement.
Education:
• Bachelor Degree: Faculty of Commerce at Ain-Shames University (November-2002).
Work Experience:
● Front Office Customer Care Representative, Operations at DU Telecom
(April 2015-till Present).
Job Description:
 Deal directly with customers by telephone.
 Respond promptly to customer inquiries.
 Handle and resolve customer complaints.
 Obtain and evaluate all relevant information to handle product and service inquiries.
 Provide pricing and delivery information.
 Perform customer verifications.
 Direct requests and unresolved issues to the designated resource.
 Manage customers' accounts.
 Keep records of customer interactions and transactions.
 Record details of inquiries, comments and complaints.
 Communicate and coordinate with internal departments.
 Follow up on customer interactions.
 Provide feedback on the efficiency of the customer service process.
 Handling billing queries /explanation of bills.

2. Employed by Emirates NBD (25th June 2006-31St March 2012)
 Feb 2010 - Emirates NBD – Group Operations: (RIU).
Job Description:
 Assisted the in-house call center dedicated for the Returned Items Unit with training their staff on
how to tackle customer and branch queries regarding the entire bank’s returned items by mail.
 Provided suggestions to management to aid in reducing client complaints and actively participating
in its implementation.
 Managing the proper handling of sensitive returned items (Credit cards, Cheque Books, Returned
MCs & DDs, etc) based on the Bank’s policy.
 Maintaining a daily record and generating MIS reports on the staff’s activity.
06 /10/ 2008 till 31 /12/2009: (EBI) BOC – Clearing Department:
 Technical Verification, Marking & Uploading RTNs (Inward Clearing).
 Posting, Checking, Scanning, Transfer and RTNs (Outward CLG).
 Start Up of Finacel System (New Bank Core for EBI).
 Verifying Transfer chq.
May 2007 – October 2008 - Emirates Bank International PJSC - IPO Centre:
Job description – Data Entry and Quality Supervisor:-
 Supervised the Authorization team which handled batch authorizations and checking the validity
of the applications, calculating the subscription amount, and comparing it to the report attached to
the batch before debiting the customer’s account.
 Maintained good customer relationships and handled all IPOrelated queries in the shortest possible
TAT.
 Was part of the Testing Team for IPO system.
 Supervised the processing of IPO applications and reconciliation of cheques for all IPOs.
 Appreciated for prompt query resolution.
 Handled the recruitment and training of staff for IPO processing unit.
 Responsible for authorizing the issuance of duplicate allotment letters after insuring that the
necessary checks & compliance requirements are fulfilled.
 Expertise in handling one off cases on client issues.

3.  Updating the IPO system on daily basis and monitoring the Team’s entries.
 Handled the data entry team and supervised the accuracy of the data input into the system.
 Managed the flow of application forms and relevant documents.
 Monitored the screening and scanning of supporting documents before processing.
 Supervised the cross verification and reconciliation of documents at EOD (End of Day).
 Maintained customer files.
 Handled the Back Office Refund process (stopping cheques, issuing cheques and allotment letters,
revalidating the cheques after expiration).
Training and Certificates:
• Professional Business Writing at Emirates NBD (03 April 2011-05 April 2011).
• Delivering Excellent Customer Service at Emirates NBD (16 March 2011-17 March 2011).
• Finacle Training – EBI at Emirates NBD (25 November 2008).
Skills:
Language Skills:
• Arabic is the mother tongue.
• Very good in English.
Computer Skills:
● Professional at Microsoft office.
● Very good at CRM and BSCS systems.
Personal Information:
• Date ofBirth : 07-07-1981.
• Place ofBirth : Egypt.
• Nationality : Egyptian.
• Marital Status : Married.
• Driving license:available.
Reference:
Available Upon Request
Thank you for your kind attention hopping my qualifications Meet your
Requirements.