Mai shaalan

E-mail : maishaalan94@icloud.com Phone : 01156866628

Education
Operational research /Decision Support 09/2012 — 09/2016
Faculty of Computers and information Cairo University

Work experience
HSBC Egypt Dec 2020 — Present
RFI Centralization Analyst at HSBC

Contributing to the bank's business operations by obtaining additional information to help taking a decision on
transaction monitoring and name Screening alerts associated with financial crime risk management.

Administering RFI cases whilst maintaining quality and compliance.

Ensure compliance, Operational risk controls in accordance with HSBC or regular standards and policies; and
optimize relations with regulators by addressing any issues.

Maintain current knowledge of company products and services and applicable Federal regulations, including Bank
secrecy and know your customer principles, Adhere strictly to compliance with company and regulatory standards,
Policies and practices, report control weakness, compliance breaches and operational loss.

Executed anti-money laundering trainings.

Supervising newcomers.

Formulating all daily, weekly, and monthly reports, presentations for all regions.

Boosting HSBC Egypt’s image through aligning HSBC worldwide with Egypt’s performance during our business calls.

HSBC Egypt Oct 2016 — Dec 2020

Customer Service Executive and Deputy Assistant Manager

Handling HSBC Egypt Customers (Personal banking, Advance, and Premier Customers) for all their Banking inquires.

Check customer’s personal data such as KYC, FATCA & accordingly provide the correct advice.

Provides, continuously, high quality processing service to achieve maximum customer satisfaction within the specified
Service Level Agreements.

Ensure delivery of excellent customer service, working with other departments to resolve customer’s inquiries.

Interpret and handle complex numerical data.

Take ownership and initiative to complete necessary research and customer follow-up or direct the customer to the
appropriate department for resolution.

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 Act as an escalation member to resolve customer’s problems.

Adopt and adhere to the group policy, ethics, regulations, and values

Mentoring and supervising newcomers.

Monitoring “Service Quality” of the team to ensure high customer service standards.

Managing teams through pre-set objectives as well as coaching and supporting them to achieve the business goals.

Ensure work is distributed and duties allocated between team members.

Achieved quality and sales target.

Leading different teams as the following:

Customer Relations Executive and Customer Experience:

Contributing to the Bank’s business operations by handling and resolving customer complaints.

Act as the center point for customer communication in service failure related issues and ensure proper handling by
branch / Department staff within SLA.

Use customer insights and feedback to continuously enhance customer experience, increase loyalty, advocacy, and
retention rates.

Achieved the target (Zero staff complaints and Zero invalid queries)

Centralized Approval Team

Working on minimizing the knowledge gaps and driving staff awareness and conducting the required CAT knowledge
refresher sessions.

Checking the team’s maintenance actions and make sure they were done correctly.

Achieved the monthly Error target.

HSBC bank (Regional queue) 06/2018 — 10/2018

Customer Service Executive

Joined the regional queues to support all Middle East regions (Oman, Qatar, UAE and Bahrain)

Resolving customer's banking and credit cards inquiries across different regions.

Rameda Company 6/2016 — 9/2016

Human resources

Preparing and updating employment records related to hiring.

Ensuring new hire paperwork is completed and processed.

Resume screening.

Qualifications
Very good command of English

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 Leadership skills

Sales skills

Target-oriented

Customer handling and relationship building skills

Analytical thinking

Presentation skills

Team player

Microsoft Office

Handling stress efficiently

References
All references are available upon request.

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