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The CRM (Customer Relationship Manager) is the primary contact point providing overall customer relationship management including business challenges, talent research, project development and troubleshooting while maintaining an excellent relationship with customers through regular status reports and the need to adhere to the customer's overall goal, risk reduction and efficiency.

General Council For Islamic Banks And Institution (CIBAFI)- Bahrain

Cairo University, Egypt

Benha University, Egypt

Acting Customer Relation Manager @ Aljazeera International Academy, Saudi Arabia 

Ossama Elshebly

Aljazeera International Academy, Saudi Arabia 

Acting Customer Relation Manager

Building long-term relationships with key clients and Insure that customer retention levels are high.
Addressing customer concerns and complaints and analyzing campaign outcomes Developing Admission and registration mechanisms 
coming up and Create plans to address clients’ business needs with new initiatives to improving customer care processes
Guide and lead team members to deliver products/services that meet or exceed the customer requirements.
Deal directly with customers either by telephone, electronically or face to face.
Experience tracking relevant KPIs (e.g. customer satisfaction….etc)
Developed programs for improving the work, which we accomplish. Developed strategies to implement these programs.
Managing client relationships to build a reputation for excellent service and generate repeat business.
Collaborate with internal teams to address customers’ needs


Guide and direct customer service team towards achieving operational goals.
Ensure that customer complaints are resolved in a professional manner.
Provide supervision and technical assistance to customer service team to attain departmental and organizational goals.
Develop standard procedures and policies for improving the service provided to customers.
Conduct meeting with Managers to discuss about process improvements and issues.
Prepare documentation and reports on routine customer correspondence for future reference purpose.


Aljazeera International Academy, Saudi Arabia

Customer Services Supervisor

Manage Service Delivery platform for all our cardholders through Direct Banking channels.
Prepares contracts and maintains customer files.
Monitors product usage and system operation.
Provides clerical assistance in training Bank personnel on the features and benefits of Internet banking and bill payment products and services. 
Managing and maintaining efficient ATM operational processes.
Assist the Channel Manager in implementing business e-strategies aimed towards increased services of the non-branch distribution channels.
Handling daily reconciliation of all ATMs accounts pertaining to the cards department.
Handling ATM Settlement, Reconciliation & Charge back
Prepare the financial entry vouchers for the Credit Card payments & adjustments.
Sharing in ATM Development (Business – Operation)
Developing Web Page content management and design.
Handle Maintenance of both credit & debit cards.


Union National Bank, Egypt

Operation Officer

Processing all Central Operation (CPSD) transactions
Verifying Swift massages.
Process Remittances ((foreign- local)).
Issuing Pay Orders and Drafts chq.
FX deals processing (MT202 & MT300).
Processing local bills discount ((LBD)) and loans chq.
Processing inward and outward salaries.
Posting and processing postdated chq, outward clearing chq and foreign currency chq.
Process daily inward clearing chq on Image clearing chq system (ICCS)
Monthly reconciliation for PDC chq.
Islamic Banking Operation (Wakala Deposit, Wakala Investment, Home Mortgage )
Corporate and Commercial customer services.


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