Walid Abd Elmaksoud
banking specialist
Parramatta,NSW
Summary
Relentless professional known for working hard to determine risk levels. A well-spoken Fraud Analyst promoting exemplary talents in reviewing accounts and identifying issues.
With Five-years of experience. Trained in project, and time management. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
Banking Specialist
UBank
Sydney, NSW
05.2022 - Current
- Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
- Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.
- Evaluated customer data to identify and prevent fraudulent activities.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Opened, closed, and updated accounts for customers.
- Produced detailed reports of fraud investigations and presented findings to senior management.
Customer Service Representative
Bank Of Queensland
Sydney, NSW
11.2021 - 04.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Investigated and resolved accounting, service and delivery concerns.
Customer Service Team Manager
Centro Global Solutions
, Cairo
03.2020 - 07.2021
- Defined clear targets and objectives and communicated to other team members.
- Effectively supervised staff of 18 personnel by implementing company policies, protocols, work rules and disciplinary action.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Met inbound customer needs while maintaining strict performance targets. Resolved issues based on thorough investigations of concerns.
Customer Service Representative
Centro Global Solutions
, Cairo
08.2019 - 03.2020
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
Technical Support Representative
Vodafone UK
, Giza
06.2018 - 08.2019
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Translated complex technical issues into digestible language for non-technical users.
Bank Advisor
Barclays Bank
, Cairo
01.2017 - 04.2018
- Informed existing customers about bank's products and services and worked to resolve issues.
- Maintained friendly and professional customer interactions.
- Answered telephone inquiries on banking products including checking, savings, loans and lines of credit.
Education
Bachelor Of Business Administration - Business
Helwan University
Cairo, Egypt 09.2015 - 07.2018
Diploma - Business Administration
Commercial Technical Institute
Sohag, Egypt 09.2013 - 06.2015
Skills
Strong multi-tasking skills
Adaptability
Microsoft office
Capability to analyze data
Key stakeholder relationship building
Fraud detection
Timeline
Banking Specialist
UBank
05.2022 - Current
Customer Service Representative
Bank Of Queensland
11.2021 - 04.2022
Customer Service Team Manager
Centro Global Solutions
03.2020 - 07.2021
Customer Service Representative
Centro Global Solutions
08.2019 - 03.2020
Technical Support Representative
Vodafone UK
06.2018 - 08.2019
Bank Advisor
Barclays Bank
01.2017 - 04.2018
Bachelor Of Business Administration - Business
Helwan University
09.2015 - 07.2018
Diploma - Business Administration
Commercial Technical Institute
09.2013 - 06.2015