Mazen Hamed
Preferred Relationship Manager (Grade A1)
Profile summary
Experienced professional with 17 years of experience in relationship management and customer service, specializing in high-net-worth clients within the banking sector. Consistently achieved top performance ratings, including a 105% rating in New Customer Acquisition and a 97% score in Service Quality Management. Demonstrated expertise in managing complex banking operations, implementing CRM systems to enhance customer service, and ensuring strict compliance with AML regulations. Recognized for significantly increasing client retention and satisfaction rates and improving customer feedback scores by 15%. Seeking to leverage this proven track record in a managerial role to drive organizational growth and long-term success.
Career highlights
Exceeded New Customer Acquisition: Achieved a 105% rating in New Customer Acquisition, surpassing target goals and driving business growth within the banking sector.
Maintained High Service Quality: Sustained a 97% score in Service Quality Management, consistently delivering exceptional customer service and enhancing client satisfaction.
Key skills
Professional experience
Main Responsibilities: Manage and nurture relationships with high-net-worth clients, providing tailored financial solutions. Oversee fixed deposits operations, including opening, closing, and breaking deposits. Handle complex customer inquiries and provide expert legal advice on banking matters. Lead initiatives to enhance customer service through the implementation of CRM systems. Ensure compliance with AML regulations and oversee the activation and amendment of SMS services.
- Scored 93% on the Process and System Quiz, demonstrating strong procedural knowledge.
- Maintained a 97% score in Service Quality Management, consistently delivering high customer service standards.
- Achieved a 105% rating in New Customer Acquisition, surpassing target goals.
- Significantly increased client retention and satisfaction rates, contributing to long-term customer loyalty.
Main Responsibilities: Managed client accounts, including opening, closing, and altering accounts, ensuring adherence to bank protocols. Provided expert advice on home, car, and personal loans, helping clients make informed financial decisions. Promoted bank products and services, leading to a 20% increase in product adoption. Coordinated with other departments to resolve customer issues, enhancing service efficiency.
- Improved customer feedback scores by 15%, enhancing overall client satisfaction.
Main Responsibilities: Acted as a liaison between customers and financial advisors, facilitating smooth service delivery. Issued and managed banking instruments such as ATM/Credit cards, certified cheques, and handled overseas transfers. Identified and referred potential business clients, contributing to the branch’s business growth.
- Awarded Certificate of Excellence as 1st Runner Up for Inbound Employee (Q1 2012), recognizing exceptional performance.
Main Responsibilities: Processed cash transactions, verified documents, and managed account balances with high accuracy. Handled large volumes of transactions daily, maintaining error-free records. Balanced currency, coin, and checks in cash drawers at the end of shifts, ensuring accurate calculations. Enhanced branch efficiency by improving cash drawer balancing procedures. Answered customer inquiries, clarified desired information, and sold additional services by recognizing up-sell opportunities.
- Awarded Certificate of Excellence for Star Most Improved CCC Staff (Q1 2012).
- Received Certificate of Excellence for Star CCC Outbound Employee (Q1 2011).
- Recognized with Certificate of Excellence as Star of the Month (September 2009, April 2009).
Main Responsibilities: Visited potential clients to identify new business opportunities and markets. Successfully closed sales and contributed to the branch's revenue growth.