Summary
Overview
Work History
Skills
Accomplishments
Timeline
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Mohamed Hamze

Mohamed Hamze

Melbourne

Summary

Passionate and results-driven banking professional with a proven track record in customer support, stakeholder management, and problem-solving. Seeking a dynamic role that values analytical thinking, effective communication, and a proactive approach to identifying risks and implementing solutions.

Overview

3
3
years of professional experience

Work History

Home Owner Solutions

ANZ
11.2022 - Current
  • Engaged with stakeholders, including brokers, to address inquiries related to loan applications and existing loans
  • Coordinated and prioritized tasks effectively to conduct through reviews of customers' loan interest rates,
  • Applied analytical skills to navigate discussions with customers regarding overdue loans.
  • Maintained high level of customer satisfaction by providing prompt and accurate loan status updates
  • Provided support to customers facing financial challenges

Retail Banking

ANZ
12.2021 - 11.2022
  • Demonstrated problem-solving ability in investigating and resolving customer complaints within appropriate timeframes
  • Implemented proactive measures to identify and prevent potential scams and fraudulent activities
  • Strong Knowledge of CAP and general banking processes.
  • Provided empathetic and respectful assistance to vulnerable customers who had encountered scams

Retail Assistant

Kathmandu
12.2020 - 08.2022
  • Greeted customers, helped locate merchandise, and suggested suitable options.
  • Maintained tidy and organized store environment to comply with cleanliness standards.
  • Increased sales and customer satisfaction through personalized servicing

Skills

  • Proven analytical, influencing, and problem-solving skills
  • Excellent communication and stakeholder management skills, with a customer-facing experience and a data-driven mindset
  • Outside the box" thinker with a proactive approach to investigation and problem-solving
  • Experience in retail banking and specialized hardship knowledge

Accomplishments

  • Implemented customer service initiatives resulting a 10 in customer satisfaction scores
  • Optimized call efficiency by reducing average handling time from 1000 to 700, ensuring timely and effective customer service
  • Maintained a 95% adherence for the month to compliance protocols during customer interactions, contributing to a risk-free calling environment
  • Achieved consistently high scores in call quality assessments, showcasing a commitment to delivering a superior customer experience

Timeline

Home Owner Solutions

ANZ
11.2022 - Current

Retail Banking

ANZ
12.2021 - 11.2022

Retail Assistant

Kathmandu
12.2020 - 08.2022

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Mohamed Hamze