RADWA SHERIF
Riyadh
Summary
Customer service manager with 10 years of experience in the industry. Proven ability to establish rapport with clients and enhance customer satisfaction. Expertise in quality improvement, process optimization, and team collaboration. Results-driven professional focused on cultivating partnerships and driving business growth.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Team Leader Account Services
Mashreq Bank
01.2025 - Current
- Work closely with the Account Managers to ensure a seamless onboarding experience for new Ultimate customers, setting the foundation for a long-term support partnership, such as Emaar and Futtaim companies.
- Engage daily with technical support team and leadership to stay on top of open issues, share updates, and align resolutions that reflect customer priorities.
- Deliver clear, thoughtful, and timely updates that reflect the urgency and impact of each case, ensuring customers are always informed and reassured.
- Facilitate structured reviews of open support cases with internal and customer-facing teams to make sure the right issues are being prioritized, and nothing falls through the cracks.
- Take full ownership of critical issues—guiding the resolution process end-to-end, keeping the customer in the loop.
- Participate in service performance reviews by highlighting what’s working well and identifying areas where improvements can be made, both tactically and strategically.
- Experienced in managing high-stakes communications with C-level executives, ensuring resolution plans are clear, timely, and actionable.
Assistant Manager / Corporate Operations
HSBC Bank
09.2022 - 12.2024
- Conduct monthly quality checks for the team to ensure adherence to standards and regulatory compliance.
- Perform audit checks on transactions to ensure accurate entries in customer accounts.
- Provide daily progress reports to the onshore team, detailing the activities and performance of the account services team.
- Monitor service delivers very well to ensure it meets client expectations and complies with service level agreements (SLAs).
- Collaborate with various teams to promptly and effectively address client issues.
- Handle requests for changes in account details, including updating personal information, contact details, and account preferences.
- Manage client escalations, ensuring timely resolution and effective communication throughout the process.
- Proactively identify areas for improvement in service delivery and client satisfaction, and work with internal teams to implement enhancements.
- Perform international payments as a form of compensation for customers.
- Address and raises of complaints received through various channels from customers, ensuring they are resolved appropriately.
- Providing support and assistance to customers regarding their account-related inquiries and issues.
- Conducting reconciliation by resolving discrepancies and problems related to account transactions and services.
- Processing account closures and transfers as requested by customers.
Customer Relations / Social Media Executive
Upwork Freelancing
01.2018 - 01.2022
- Managing Customer response on social media through Facebook and Twitter
- Responsible for creating and publishing content on all social media platforms, including Facebook, Twitter, and Instagram, to grow an audience, build brand awareness.
- Handling Customer Emails, Chat, and business emails through different applications
- Monitoring website quality and listing products through different platforms such as Shopify, WordPress, WIX, and Webflow
- Working on web research and data entry projects
- Check to ensure that appropriate changes are made to resolve customers' problems through different social media platforms.
Senior Customer Relations and Loyalty / Dupty Manger
HSBC Bank
03.2016 - 06.2018
- Handled different types of complaints such as FCR (First Call Resolution), normal and breached cases, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Built client relationships by responding to different queries and complaints, identifying and assessing clients, resolving problems, and following up with existing clients until their problem is resolved.
- Delegated tasks to the support team concerned and used cloud-based tools to help solve complex Complaints.
- Communicated with a higher customer experience team and arranged virtual meetings to enhance and develop new ways for handling customers.
- Delivered training for the newcomers in the contact center to teach them different ways of handling frustration and to introduce them to our system.
- Developed new materials for contact center employees to enhance their performance in handling customer complaints and queries.
- Created different sheets for my team to accelerate our process for handling our complaints and queries log.
Customer Service Executive
HSBC Bank
01.2014 - 01.2016
- I worked as a customer service representative, and I was handling the UAE department.
- I was responsible for answering questions about the bank’s products or services.
- Processing customers' orders and transactions regarding bank A/C or credit card
- Logging customer complaints and queries to the system for the complaints team to handle.
- Resolving issues and troubleshooting technical problems
- After 9 months, I was chosen to join the premier team for my performance, which is handling the MENA region
- After 3 weeks of joining the premier team, I was chosen to be the SPOC for a new project called Just Talk. A new application used by the contact center team to accelerate their call process
Education
Bachelor's Degree - Business Administration
Helwan University
01.2012
Skills
- Enterprise Customer Support & SLA Management
- Critical Incident & Escalation Resolution
- RCA & Customer-Facing Statements
- Onboarding & Relationship Management
- CRM & Ticketing Tools (Salesforce, Zendesk, Freshdesk)
- Data Trend Analysis (Power BI, Excel Dashboards)
- Coaching, Mentoring & Team Enablement
Certification
- TOEFL IBT Course.
- Building Rapport with Customers
- Strategic Thinking.
- Communicating with Confidence.
LANGAUGES
Arabic :Native
English: Fluent
Timeline
Team Leader Account Services
Mashreq Bank
01.2025 - Current
Assistant Manager / Corporate Operations
HSBC Bank
09.2022 - 12.2024
Customer Relations / Social Media Executive
Upwork Freelancing
01.2018 - 01.2022
Senior Customer Relations and Loyalty / Dupty Manger
HSBC Bank
03.2016 - 06.2018
Customer Service Executive
HSBC Bank
01.2014 - 01.2016
Bachelor's Degree - Business Administration
Helwan University
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