Sue Abou-Orm

My responsibilities:

• Actively listening to customer inquiries, ensuring tailored product recommendations.
• Cultivating positive customer relationships through effective communication and friendly interactions.
• Resolving customer complaints swiftly, fostering satisfaction, and loyalty.
• Acknowledging and empathizing with customer concerns, and documenting issues for resolution at FPOC.
• Maintaining detailed records of customer interactions and transactions for future reference.
• Identifying opportunities for process improvements in customer service, and recommending actionable changes.
• Delivering accurate product and service information to effectively address customer inquiries.
• Collaborating with departments to resolve complex issues, ensuring optimal solutions.
• Greet customers upon entering the branch and direct them to appropriate personnel or services.
• Conducting account openings and closings for clients, renewing TDs, and processing payments.
• Approaching prospective clients through emails and calls to consistently meet sales targets.
• Onboarding new personal and business customers, and following up with the KYC department.
• Processing personal, unsecured lending applications via Branch systems.
• Apply the GCC framework with every customer interaction.
• Educating customers daily on how to use self-service machines, online banking, and navigate the company website.

• Implemented efficient systems for tracking stock movement.
• Prepared monthly reports on sales figures, expenses, profits.
• Created weekly work schedules for store personnel.
• Ensured compliance with safety regulations and company policies.
• Resolved customer complaints in a timely manner.
• Managed daily banking activities such as deposits and withdrawals.
• Conducted daily store operations, including opening and closing procedures and cash handling.
• Monitored inventory levels and placed orders to restock shelves.
• Reviewed customer feedback to make operational improvements and promote satisfaction.
• Built customer confidence by actively listening to concerns and complaints and quickly resolving issues.
• Monitored employee performance and identified performance gaps for corrective action.
• Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
• Trained and mentored associates to teach daily tasks and procedures.
• Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
• Formed and sustained strategic relationships with clients.