Demiana Georgy
Fairfax,VA
Summary
Hardworking employee with more than 15 years Banking customer service experience , multitasking, and time management abilities leading a staff team Devoted to giving every customer an exceptional service support experience to accomplish business objectives selling products and services and exceeding customer expectations along with Skilled Successfully working as part of team . Known for successfully handling escalated customer support issues and complains, by implementing training , enforcing branch polices, procedures and regulations with deep understanding of customer relations and service operations along to ensure satisfactory audit ratings .
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Service Manager
EBANK -EXPORT DEVELOPMENT BANK OF EGYPT
Shoubra, Egypt
11.2015 - Current
- Provided guidance and education to customers on how to use online banking, setting up their online banking accounts, services, and products for secure access to their funds.
- Processing and verifying loan applications, credit card applications, and any other application to ensure the policies and procedures adhering the best frame time achievement.
- Responded to more than 75 daily phone, online customer service requests, chats, and emails; questions; and complaints within the designated turnaround time to improve customer satisfaction ratings. Delivered fast, friendly, and knowledgeable service.
- Maintained relationships with customers through ongoing communication about products and services available, and offered pleasant service during the entire transaction that ranked our branch as top 5 achievement branches.
- Helped customers open and close accounts, apply for and process loans, credit cards, and make sound financial decisions, along with all related documents.
- Verify amounts , signatures ,fees and integrity of every over limit check and funds transfer, all stop payment orders, with more than 55 daily transactions, and conducted additional special services for customers adhering strictly to established policies and procedures while performing verifications in order to prevent fraud.
- Interviewed VIP customers to obtain all the papers and documents required for approval needed for opening special new accounts, opening accounts for foreign companies, company establishment, power of attorney, or renting safe-deposit boxes.
- Facilitated meetings between probation officers, court personnel, families, attorneys, and community resources.
- Notarized various types of documents such as wills, contracts, power of attorney forms, mortgages and establishing new companies.
- Analyzed financial statements and credit reports to determine creditworthiness of potential borrowers.
- Developed and implemented strategies between customers and internal teams regarding escalated issues and complaints requiring special attention and management-level escalation to provide excellent and exceptional customer service.
- Replace the Branch Manager in case of his absence.
- Evaluated employee job performance, motivated staff to improve productivity, and recruited and trained new employees to meet job requirements, along with regular training sessions for staff on new products, services, customer service techniques, operational procedures, policies, and regulations through created presentations outlining and Provided feedback on employees' performance during one-on-one meetings.
- Worked closely with branch managers on marketing initiatives designed to increase sales volume.
- Created reports on sales activities and customer feedback for management review.
- Completed monthly audits and managed overdraft reports along with contacting customers with overdue amounts.
- Monitored branch activities for compliance with AML, reporting issues to professionals. Monitored and audited customer accounts and identified any discrepancies or irregularities in account activity. Evaluated the overall effectiveness of existing customer service policies and procedures and recommended changes as necessary. Checked payroll, vendor payments, and other accounting disbursements for accuracy and compliance.
- Monitor routine maintenance on ATMs such as changing paper rolls and replenishing supplies and cameras to ensure safety at the branch.
- Coordinated with other branches regarding transfers of funds between accounts.
- Served as a liaison between customers and upper management when needed for complex matters or disputes resolution.
- Conducted regular meetings with employees to discuss goals and performance issues.
- Created strategies for improving customer satisfaction levels at the branch.
- Monitored daily activities within the branch including cash flow management, teller transactions, account openings and closings.
- Supervised and held meetings with a team of 7 staff members to ensure quality customer service, and to discuss progress on current initiatives.
- Received internal audit score and report and work to improve the weakness point .
- Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
- Processed loan applications, credit card applications, and other related documents, through created presentations outlining
Operation Manager
EDBE (EXPORT DEVELOPMENT BANK OF EGYPT)
Shoubra, Egypt
06.2015 - 01.2018
- Verified cash withdrawals and deposits, along with amounts and integrity of every check, deposit, or withdrawal, and balanced daily transactions to ensure accuracy of the transaction.
- Issuing all the required documents to facilitate the import and export process for our customers.
- Handling with over limit cash deposit or withdrawal over 500 k along with Reviewed and approved transactions above limits and authority levels of teller staff.
- Verify payments using various methods such as wire transfers for customers both domestically and internationally, ACH, tax payment requests, money orders, cashier checks, and Governmental bonds.
- Performed check-related tasks including ordering checks, placing stop payment orders, revoking unstop payment checks, and providing additional special services to customers.
- Monitored daily cash levels to ensure accurate balancing of accounts at the end of each day.
- Monitored vault cash levels and ordered currency from the Central vault cash department inside the Bank as needed. Handled cash transactions, balanced cash drawers, performed loan payments, and issued cashier's checks.
- Ensured proper handling of cash drawer limits according to bank policy.
- Assisted in training new tellers on operational procedures, policies, and regulations.
- Served large number of customers during high volume shifts and remained composed and professional in stressful situations.
- Identified opportunities to refer customers to other areas of the bank for additional services.
- Resolved customer complaints quickly and efficiently in order to maintain positive relationships with clients.
- Verified and analyzed customers' identification to ensure compliance with laws and regulations to identify potential fraud cases.
- Performed transactional, operational, and customer support tasks through knowledge of bank procedures and products.
- Transmitted orders to supply cash to meet daily needs.
- Analyzed letter of credit and documentation to comply with government regulations.
- Created reports detailing transactions, deposits, withdrawals, and other banking activities for management review.
- Monitored branch activities for compliance with BSA and AML, reporting issues to professionals.
- Supervised teller team by enforcing policies and procedures related to teller operations, security and compliance.
- Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
Head Teller
EBANK -Export Development Bank of Egypt
Shobra, Cairo, Egypt
11.2014 - 06.2015
- Managed day-to-day operations of the teller line including scheduling staff members.
- Reconciled daily transactions with the general ledger system using specialized software programs.
- Monitored vault cash levels and ordered currency from the central vault department in the Bank as needed.
- Verified cash withdrawals and deposits.
- Ensured proper handling of cash drawer limits according to bank policy.
- Verified amounts and integrity of every check or deposits or withdrawals .
- Balanced bank's vault of daily cash for withdrawals and deposits.
- Reduced errors by double checking transactions.
- Performed currency transaction reports for foreign currency.
- Kept teller window areas clean, organized, and fully stocked.
- Managed supply of cash for the branch, including ordering cash from the vault as necessary.
- Coordinated scheduling of teller staff to ensure adequate coverage during peak hours.
- Balanced ATM machines, including loading of cash in accordance with bank's replenishment schedule.
Senior Customer Service Officer
EDBE (EXPORT DEVELOPMENT BANK OF EGYPT)
MAIN BRANCH, Egypt
01.2012 - 08.2014
- Answered customer inquiries and provided accurate information regarding products and services.
- Conducted regular follow-up calls with customers after resolving their issues.
- Provided accurate information about products and services to customers.
- Answered customer inquiries via phone, email, and chat.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Contacted customers about potential service upgrades, new services and account changes.
- Updated databases with new and modified customer data.
- Researched customer inquiries and complaints regarding their accounts.
- Advised customers on different types of savings or checking accounts available at our bank.
- Utilized various software programs such as Microsoft Excel, Power point, Word, and Outlook.
- Ensured that all paperwork related to setting up new accounts was completed accurately and timely.
- Prepared bank deposits, general ledger postings and statements.
Operations Officer
EBANK (EXPORT DEVELOPMENT BANK OF EGYPT)
MAIN BRANCH, Egypt
03.2010 - 01.2012
- Reviewed and processed daily transactions to ensure accuracy of data entered into the system.
- Answered customer questions to maintain high satisfaction levels.
- Reviewed files, records and other documents to obtain information or respond to requests.
- Opened new accounts for customers including checking, savings, certificates of deposit and certificates of deposit.
- Issued certificates of ownership or titles upon completion of registration processes.
- Issued receipts, refunds, credits or change due to customers.
- Resolved customer complaints professionally in accordance with company policy.
- Processed credit card and check payments, ensuring all transactions were accurate.
- Answered incoming calls from bank customers regarding account information or general inquiries.
- Cross-sold bank products by answering inquiries, informing customers of new services and promotions.
- Ordered checks, placed stop payment orders and conducted additional special services for customers.
- Opened new checking, savings and lines of credit for customer accounts.
Teller
EDBE (EXPORT DEVELOPMENT BANK OF EGYPT)
main branch, Egypt
01.2009 - 03.2010
- Received and processed customer transactions, including deposits, withdrawals, loan payments and other banking services.
- Identified opportunities to refer customers to other areas of the bank for additional services.
- Answered customer inquiries regarding bank products and services.
- Balanced cash drawers on a daily basis.
Operations Representative
EDBE (EXPORT DEVELOPMENT BANK OF EGYPT)
Main Branch, Egypt
11.2007 - 01.2009
- Answered customer inquiries and provided accurate information regarding products and services.
- Answered inbound calls, chats and emails to facilitate customer service.
- Maintained accurate records of all transactions related to new accounts.
- Established accounts for new customers and updated existing accounts with current demographic and order information.
- Processed incoming payments from customers, including checks, wires, ACH payments and credit card authorizations.
- Updated customer records as required based on changes in their account status or contact information.
- Performed daily reconciliation of customer accounts to ensure timely processing of payments.
- Generated monthly statements for customers outlining their current balance information and recent activity details.
Bank Trainee
NSGB - NATIONAL BANK SOCIETE GENERAL
CAIRO, EGYPT
08.2007 - 08.2007
- Provided support to other departments within the bank when needed.
- Participated in training sessions designed to enhance knowledge base related to financial industry practices.
- Provided customer service support at bank branches, responding to inquiries regarding banking products and services.
- Assisted with development and maintenance of policies and procedures related to banking operations.
Trainee
NSGB (National Society General Bank)
CAIRO, EGYPT
08.2006 - 08.2006
- Participated in training sessions designed to enhance knowledge base related to financial industry practices.
- Provided customer service support at bank branches, responding to inquiries regarding banking products and services.
Education
Operational Risk -Best Practices
Central Bank of Egypt - Egyptian Banking Institute
11-2017
Legal Regulations For Banking Operations
Central Bank of Egypt - Egyptian Banking Institute
05-2016
FATCA
Central Bank of Egypt - Egyptian Banking Institute
04-2014
Anti Money Laundry & Terrorist Financing
Central Bank of Egypt - Egyptian Banking Institute
10-2011
7 Secrets For Corporate Selling
Central Bank of Egypt - Egyptian Banking Institute
05-2010
15 Minutes Selling
Central Bank of Egypt - Egyptian Banking Institute
03-2009
Bachelor of Business And Economices - Finance & Investment
Faculty of Business And Economics
Misr University For Science And Technology (MUST) 07-2007
Banking Operations
Central Bank of Egypt - Egyptian Banking Institute
07-2007
Principles of Banking Operations
Central Bank of Egypt - Egyptian Banking Institute
07-2006
Upper Intermediate Level General English
British Council in Egypt
10-2003
High School -
Saint Mary Language English School
Cairo Egypt06-2000
Skills
- Fast Learner
- Training and coaching
- Problem-Solving and Quick decision-making abilities
- Teamwork , Collaboration , Leadership Skills and Motivation
- Business Writing and Presentation Skills
- Business Problem Solving and Negotiation
- Service Delivery Optimization , Quality Assurance and Excellent time Management skills
- Cash Handling
- Customer Relations
- CRM Software
- Skilled Multi-Tasker
Personal Information
- Date of Birth: 01/07/1986
- Gender: Female
- Nationality: Egyptian
- Marital Status: Married
Hobbies and Interests
- Reading
- Walking
- Listening to classic music
Accomplishments
- Customer Service Manager that leads shobra branch to be one of the top 5 branched in achievements during 3-2022
Affiliations
- Honor to be a volunteer at Saint Abanoub church located in springfield , virginia in Sunday schools and many of the kids activities since september 2023 till now.
- Honored to serve in Saint Marimina church located in shobra , cairo , egypt in Sunday schools and many of the kids activities since April 2013 till August 2023.
- Honored to serve in Saint Marimina church located in shobra , cairo , egypt in the youth activities since November 2007 till March 2013.
- Honored to participate in pyramids event for Egypt Tourism campaign.
- Honored to participate in delivery dinner to the homeless in cairo for with my kids during 2015 till 2021
Languages
English
Professional
Arabic
Native/ Bilingual
Certification
- Achieved “Anti-Money Laundry” AML course in Egyptian banking institute May 2017.
- Achieved “Operational Risk - Best practices” course in Egyptian banking institute November 2017.
- Achieved “Legal Regulations for Banking Operations ” course in Egyptian banking institute May , 2016
- Achieved “Team Dynamics” course in Egyptian banking institute December , 2015
- Achieved “FATCA” course in Egyptian banking institute April 2014
- Achieved “Customer Innovation Program” course in West Gate Consultants June- August 2013
- Achieved “Anti-Money Laundry” AML course in Egyptian banking institute October 2011.
- Achieved “Quality Mindset Series” course in Quest – Sheraton May 2011.
- Achieved “ 7 secrets for corporate selling” course in Egyptian banking institute May 2010.
- Achieved " 15 minutes selling" course in Egyptian banking institute March 2009 .
- Achieved “ Anti-Money Laundry “ AML course in Egyptian banking institute November 2008.
- Achieved “Communication Skills “course in ProMark center March-May 2008.
- Achieved “Banking Operations “course in Egyptian banking institute July- 2007 .
- Achieved” Principles of Banking Operations “course in Egyptian banking institute June- July 2006.
- Achieved “ Upper Intermediate level general English” course at the British council from September to October 2003
Computer skills
- Excellent in WORD.
- Excellent in EXCEL.
- Excellent POWER-POINT.
- Excellent in MICROSOFT INTERNET EXPLORER
References
References available upon request.
Timeline
Customer Service Manager
EBANK -EXPORT DEVELOPMENT BANK OF EGYPT
11.2015 - Current
Operation Manager
EDBE (EXPORT DEVELOPMENT BANK OF EGYPT)
06.2015 - 01.2018
Head Teller
EBANK -Export Development Bank of Egypt
11.2014 - 06.2015
Senior Customer Service Officer
EDBE (EXPORT DEVELOPMENT BANK OF EGYPT)
01.2012 - 08.2014
Operations Officer
EBANK (EXPORT DEVELOPMENT BANK OF EGYPT)
03.2010 - 01.2012
Teller
EDBE (EXPORT DEVELOPMENT BANK OF EGYPT)
01.2009 - 03.2010
Operations Representative
EDBE (EXPORT DEVELOPMENT BANK OF EGYPT)
11.2007 - 01.2009
Bank Trainee
NSGB - NATIONAL BANK SOCIETE GENERAL
08.2007 - 08.2007
Trainee
NSGB (National Society General Bank)
08.2006 - 08.2006
Operational Risk -Best Practices
Central Bank of Egypt - Egyptian Banking Institute
Legal Regulations For Banking Operations
Central Bank of Egypt - Egyptian Banking Institute
FATCA
Central Bank of Egypt - Egyptian Banking Institute
Anti Money Laundry & Terrorist Financing
Central Bank of Egypt - Egyptian Banking Institute
7 Secrets For Corporate Selling
Central Bank of Egypt - Egyptian Banking Institute
15 Minutes Selling
Central Bank of Egypt - Egyptian Banking Institute
Bachelor of Business And Economices - Finance & Investment
Faculty of Business And Economics
Banking Operations
Central Bank of Egypt - Egyptian Banking Institute
Principles of Banking Operations
Central Bank of Egypt - Egyptian Banking Institute
Upper Intermediate Level General English
British Council in Egypt
High School -
Saint Mary Language English School
- Achieved “Anti-Money Laundry” AML course in Egyptian banking institute May 2017.
- Achieved “Operational Risk - Best practices” course in Egyptian banking institute November 2017.
- Achieved “Legal Regulations for Banking Operations ” course in Egyptian banking institute May , 2016
- Achieved “Team Dynamics” course in Egyptian banking institute December , 2015
- Achieved “FATCA” course in Egyptian banking institute April 2014
- Achieved “Customer Innovation Program” course in West Gate Consultants June- August 2013
- Achieved “Anti-Money Laundry” AML course in Egyptian banking institute October 2011.
- Achieved “Quality Mindset Series” course in Quest – Sheraton May 2011.
- Achieved “ 7 secrets for corporate selling” course in Egyptian banking institute May 2010.
- Achieved " 15 minutes selling" course in Egyptian banking institute March 2009 .
- Achieved “ Anti-Money Laundry “ AML course in Egyptian banking institute November 2008.
- Achieved “Communication Skills “course in ProMark center March-May 2008.
- Achieved “Banking Operations “course in Egyptian banking institute July- 2007 .
- Achieved” Principles of Banking Operations “course in Egyptian banking institute June- July 2006.
- Achieved “ Upper Intermediate level general English” course at the British council from September to October 2003
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