1. Basem Faeiz Narouz Soliman
Tel.: 055 4689933
E-mail: Bassim_Soliman@yahoo.com
Objectives
Seeking a Banking/Finance position with an interesting and challenging career offering different exposures
in different locations, whereby my educational and interpersonal skills could be used and emphasized, to
enable me to develop my skills in different aspects.
Education
University Bachelor Degree in Mass communication and public relations (June 2006)
Faculty of ARTS – King Marriot University, Egypt
Accumulated Grade: Good
Professional Experience
Dubai First >> From: JAN. 2012 Till date, Sr. Credit Risk Analyst
First Gulf Bank Subsidiary
Dubai, U.A.E
 Analyzing client credit requests and establishes credit lines. Worked closely with a team of
credit operation associates to address any credit resolutions within the portfolio. Liaised between
client, sales, financial alternative, legal, and customer service organizations to ensure success.
 Analyze credit data and financial statements to determine the degree of risk involved in
extending credit or lending money.
 Evaluate customer records and recommend payment plans based on earnings, savings data,
payment history, and purchase activity.
 Complete credit card and personal loan applications, including credit analyzes and summaries
of Credit Card requests, and submit to committees for approval.
 Performing detailed CPV to verify the authenticity of the submitted details.
 Review individual or commercial customer files to identify and select delinquent accounts for
collection.
 Retained a compliance level at or above 85%
 Exceeded or met all of the organization's expectations and metrics for CR-increase requests and
bad debt.
 Maintained high approval rates within the guidelines of the organization’s credit policy with
minimum error rate & ensuring high productivity.
 Acquired all necessary collateral in critical areas of accounts.
 Handling the existing customers by resolving their credit related quires & issues.
 Train new staff
Awards
 Awarded special recognition as going extra 01/2014.
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2. Dubai First >> From: May. 2010 To DEC.2011, Sr. Customer Service Officer (Branch)
Dubai Financial Group
Dubai Group Company (Dubai Holding)
Dubai, U.A.E
 Attend walk in customers with excellent service performing various tasks involving significant
contact with Dubai First customers in person.
 In change of Handling all daily branch activity
 In charge of daily report including ( overdue requests, deceased account, lost employment
accounts and letter requests)
 Follow up with the customer’s request with other departments and make sure the request is closed
and customer updated within TAT.
 Activity responsible for servicing and maintenance of existing customers, providing information and
resolving the problems for clients.
 Minimize customer’s complaints and ensure customer’s complaints are resolved within TAT.
 Sell and cross-selling the products to new and existing customers by assessing customer needs and
determining which product can best satisfy those needs.
 Retain and build a relationship with current clients.
 Auditing all branch files and make sure it’s all in the write format, EOM activity
 Up-to-date knowledge of all standard operating procedures along.
 Handling cases escalated by customer service representatives and officers.
 Train new staff.
Awards
 Awarded the employee of the quarter 2010.
Achievements
 Annual retention target for credit card retention achieved and closing requests within TAT
 Contributed branch process update 2011
Dubai First >> From: Mar. 2008 to Apr. 2010, Sr. Retention Executive
Dubai Financial Group
Dubai Group Company (Dubai Holding)
Dubai, U.A.E
 Focus on customer "retention" through education of product benefit.
 Contribute to achieve financial targets through reaching expected "credit shield" and “credit card”
annual retention target.
 End to End "follow up" with other departments and regularly updating the customer while case is in
progress.
 "Flexibility and availability" as per the requirements.
 Handling VVIP special line “Royal Master Card”.
 Train customers service agents on retaining customers giving required knowledge to enhance their
retention skills
 Auditing retentions done by agents on first call retention.
 Auditing reversal and preparing it seeking approvals from Dep. Head.
 Up-to-date knowledge of all standard operating procedures along.
 Handling escalation calls.
 Train new staff
Achievements
 Annual retention target achieved for credit card and credit shield
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3. Dubai First >> From: Feb. 2007 to Feb. 2008, Customer Care Specialist
Dubai Financial Group
Dubai Group Company (Dubai Holding)
Dubai, U.A.E
 Working in the 24/7 call center in rotation shifts basis.
 Preparing the shift schedules for almost 40 agents in a rotation basis “24/7”.
 Preparing the productivity reports for the team members.
 Retaining the customer who wants the cancellation of the accounts base on the product benefits.
 Cross selling loans and balance transfer.
 Ensure solving customers issue on the spot maintaining calls TAT.
 Handling loans requests explaining to the customers paying back options and book the loans.
 Follow up with other departments on the pending cases taking it to the closure within TAT.
 Outbound calls to the customers informing them with the results of their requests.
 Up-to-date knowledge of all standard operating procedures along.
 Handling escalation calls.
 Trains new staff.
Awards
 Awarded the employee of the month 2007.
 Awarded special recognition as going extra 2008.
 Awarded the employee of the month 2008.
Achievements
 Annual target achieved for calls TAT, ACW and call quality
 Annual target achieved for cross selling LOP, BT and EPP
Mobinil >> From: Sep. 2005 to Feb. 2006, Customer Service
Telecommunication Company
Cairo, Egypt
 Handling all inbound call regarding any quires about the network problems.
 Check with the customer about the network problems and Report it to the concern department so it
takes a place to be checked and solved.
 Handling all inbound calls related to the high tech devices explaining all services we provide.
 Handling VIP customers.
 Activating all the new SIM cards upon the customer request.
 Educating customer on their line facilities and benefits.
Personal Skills
• Have time management is an essential skill which helps in work improvement.
• Creative thinker and able to innovate and come up with new ideas with different approaches.
• Good interpersonal skills in terms of influencing and listening.
• Excellent team player and can lead it to exceed expectation.
• Have ability to succeed in every challenging environment, highly flexible.
• Have ability to learn fast and work in any field.
• Quick in identifying problems and delivering solutions.
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4. Languages
• Arabic: Excellent command of written and spoken, Native language.
• English: Excellent command of written and spoken.
Computer Skills
• CMS (credit card management system)
• Vision plus (credit card management system)
• LMS (Loan management system)
• Finn one CAS (Customer acquisition system)
• CLMS (Customer lifecycle management system)
• Microsoft Office
Courses
• AML training (anti money laundry) Dubai First and FGB Business school
• Attended speechcraft program (ToastMasters international)
• Customer care Excellence at “Amidst” and Customer Chemistry at FGB Business school
• International computer driving license “ICDL”, ”Excel, Word, Access, Power point, Internet”
• English courses in conversation at American university of Cairo “AUC”.
General Information
• Family is in UAE, driving license is Valid and references available upon request
Personal Details
• Nationality: Egyptian.
• Date of Birth: 06th
January 1983.
• Marital Status: Married.
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