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10 ans d'experience

Competences

B2B Sales B2C Sales AI‑Powered Sales Tools CRM & Pipeline Management Key Account Management Cross‑Selling & Upselling Negotiation Team Leadership & Coaching KPI & Performance Management Lean Six Sigma Process Improvement AML/KYC Compliance Lead Generation & Forecasting Revenue Growth Customer Relationship Management Strategic Planning

Experience

Customer Service Supervisor

National Bank of Egypt (NBE)

2025-04 - 2026-05

Supervised and coached a team of customer‑service representatives, improving resolution times and satisfaction scores through structured performance monitoring. Handled complex, high‑priority issues, reducing the escalated‑case backlog. Designed and delivered onboarding training on banking products, CRM systems and compliance, accelerating new‑hire productivity. Partnered with branch management to align team output with sales and service targets, contributing to overall branch performance.

Customer Relationship Officer (Sales)

National Bank of Egypt (NBE)

2021-04 - 2025-03

Consistently exceeded monthly sales targets by 15‑20% through cross‑selling personal loans, credit facilities and other banking products. Leveraged AI tools (Apollo.io, ChatGPT) to automate lead qualification, increasing conversion efficiency. Built and retained a high‑value client portfolio by delivering consultative account management. Ensured zero compliance incidents by enforcing AML and KYC regulations. Co‑created upsell campaigns with branch management, generating incremental revenue.

Customer Service Representative (Sales‑Focused)

Vodafone UK

2020-03 - 2021-02

Achieved individual monthly sales targets by proactively cross‑selling and upselling Vodafone products during inbound calls. Boosted average revenue per user (ARPU) through effective upsell conversion. Resolved billing, technical and account issues promptly, maintaining high post‑call satisfaction scores. Utilized CRM tools to track interactions and performance metrics.

Gym Manager

Dark Knight Gym

2018-01 - 2019-01

Managed daily operations of the gym, overseeing staff scheduling, member relations and facility maintenance. Implemented membership sales strategies that increased new sign‑ups and retention. Trained fitness instructors on customer service standards and safety protocols.

Formation

MBA

Langues

Arabic

fluent

English