Summary
Overview
Work History
Education
Skills
Languages
references
Timeline
Generic

Marwa El Kelesh

213 Garrity Crescent , Ottawa,ON

Summary

Experienced banking professional with superior attention to detail and a highly ethical nature. Dedicated to maintaining optimal security and customer satisfaction while meeting ambitious sales targets. Well-versed in industry regulations and asset protection strategies. Looking to grow in the field of administration.

Overview

23
23
years of professional experience

Work History

Client Service Advisor

Royal Bank Of Canada, RBC
12.2018 - 02.2019
  • Enhanced customer satisfaction by consistently providing timely and accurate information on products and services.
  • Reduced client complaints by proactively addressing concerns and implementing effective solutions.
  • Managed a high volume of phone calls, emails, and in-person interactions to provide exceptional customer service for a diverse clientele.
  • Resolved complex issues by conducting thorough research and collaborating with team members to find innovative solutions.
  • Maintained comprehensive knowledge of company policies, procedures, and offerings to effectively address client needs.
  • Handled sensitive client information with discretion, maintaining strict confidentiality standards in accordance with company policies.
  • Actively participated in ongoing professional development programs aimed at refining skills necessary for continued success as a Client Service Advisor.
  • Developed strong relationships with clients and colleagues, fostering a collaborative work environment focused on achieving business goals.

Senior Bank Manager - Customer Service Department

First Gulf Bank
03.2000 - 06.2011
  • With high communication skills, I was involved in day-to-day customer service by managing my team in the customer service department at the Al- Ain city branch.
  • To meet customer's, UAE nationals, needs, and requirements, follow up / coordinate with head office for their applications, and resolve their problems
  • I was involved in staffing issues by setting targets, motivation, training, performance appraisals, and interpersonal issues
  • I was replacing the regional manager and the operation manager as and when required
  • I joined the bank in the year 2000 as a customer service supervisor, due to my commitment to work , hard working, and consistent high performance , I got several promotions and awards through the 11 years.
  • Increased customer satisfaction by implementing efficient banking processes and providing exceptional service.
  • Developed a loyal customer base through personalized service and tailored financial solutions.
  • Coached and mentored staff to improve job performance, resulting in higher productivity and employee retention.
  • Implemented risk management strategies to minimize potential losses and safeguard the bank''s assets.
  • Collaborated with cross-functional teams to develop new products and services that met customer needs.
  • Conducted regular audits to ensure adherence to regulatory requirements, maintaining a strong control environment.
  • Built strong relationships with local businesses, fostering partnerships that benefited both parties.
  • Delivered consistent revenue growth through effective sales strategies, promoting banking products and services tailored to client needs.
  • Negotiated favorable terms on lending agreements with clients while balancing risk exposure for the bank.

Customer Service Officer

Union National Bank
01.1998 - 02.2000
  • I was serving UAE nationals daily being a member of the customer service department, due to my ability to work under pressure and provide quality service to UAE nationals, I received many awards and appreciation letters from my employer as well as my customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
  • Boosted company reputation by providing exceptional customer service through phone and in-person services.
  • Contributed to the achievement of departmental targets by meeting key performance indicators consistently.
  • Managed escalated cases with diplomacy, skillfully negotiating resolutions that satisfied both the customer and company interests.
  • Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
  • Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.

Translator

Sharjah Police Department
01.1997 - 12.1997
  • Translating English and French documents to/from the Arabic language
  • Collaborated with fellow translators to ensure consistency in language usage and style across all documents.
  • Specialized in translating complex technical documents, ensuring accuracy and clarity for end users.
  • Developed a strong working knowledge of industry-specific terminology through extensive research and continuous professional development.
  • Enhanced client satisfaction by delivering accurate and timely translations.

Instructor

Emirates Institute Of Technology
01.1996 - 11.1996
  • Teaching business studies, accounting and mathematics to graduates.
  • Increased student comprehension by utilizing personalized teaching methods and adapting to individual learning styles.
  • Enhanced students'' understanding of subject matter by incorporating real-world examples into lessons.
  • Provided constructive feedback on assignments, helping students improve their writing and problem-solving skills.
  • Implemented creative instructional techniques to address the unique challenges faced by students with learning differences.

Education

Bachelor of Commerce - Business Administration

University of Alexandria
Alexandria, Egypt
06.1996

High School Diploma -

College De La Mere De Dieu
Alexandria, Egypt
06.1992

Canadian Investment Funds Course - Mutual Funds And CIFC

IFSE Institute
Ottawa, ON
11.2018

Skills

  • Excellent Ability to communicate in English (IELTS general module /overall score 7) and Arabic languages, written and spoken
  • Time management
  • Process improvement
  • Industry knowledge
  • Adaptability
  • Project management
  • Interpersonal skills
  • Problem-solving abilities
  • Conflict resolution
  • Resource allocation
  • Product knowledge
  • Attention to detail
  • Team collaboration
  • Customer relationship management
  • Decision-making
  • Client Support
  • Meeting Deadlines
  • Very good ability to communicate in the French language, written and spoken
  • Computer skills
  • Received many training courses all over my career about customer service, quality management, and how to be a trainer
  • Train The Trainer
  • Retail learning and development
  • Developing managerial skills
  • The secrets of superior service
  • ISO 9001:9002 quality management system awareness
  • Received many awards and letters of appreciation for high performance, delighting customers, and achieving financial and non-financial targets
  • Top performer for the year, building up new relationships with VIP customers
  • Certified Bank Trainer
  • Letter of appreciation from CEO

Languages

English
Native or Bilingual
Arabic
Native or Bilingual
French
Full Professional

references

Alia Dakroury

adakrour@uottawa.ca

613-325-2114

Timeline

Client Service Advisor

Royal Bank Of Canada, RBC
12.2018 - 02.2019

Senior Bank Manager - Customer Service Department

First Gulf Bank
03.2000 - 06.2011

Customer Service Officer

Union National Bank
01.1998 - 02.2000

Translator

Sharjah Police Department
01.1997 - 12.1997

Instructor

Emirates Institute Of Technology
01.1996 - 11.1996

Bachelor of Commerce - Business Administration

University of Alexandria

High School Diploma -

College De La Mere De Dieu

Canadian Investment Funds Course - Mutual Funds And CIFC

IFSE Institute

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Marwa El Kelesh