1. I
Mostafa Samir Mohamed Ghoniem
Building NO.13, ParkView Compound, Fifth Settlement, New Cairo, Egypt.
Mobile: (+2) 01005362857
Email: mostafa.ghoniem@icloud.com
PersonalDetails
 Date of Birth: 8th January’88
 Nationality: Egyptian
 Marital Status: Single.
 Military status: Accomplished.
CareerObjective
A four years experienced professional banker with impressive hands on
knowledge base encompassing the entire spectrum of management and business
administration seeking a vacancy at a multinational environment to develop my
skills, enhance my professional conduct and furnish my career with the
necessary experience.
Work Experience
September,2015 – Till Present
HSBC BANK
Team Manager “Cards Retention, Telemarketing & Voice of customer”
Job Duties:
Manages all customerretention &salesactivities, Takesinitiativesincustomersatisfactionviaprocess
improvementplansandefficientreportingandflow of information, Maintainsindustryrelationshipsand
developsbudgetsandcontrolscosts.Responsible forleadingateamof retention &salesmembers,

Leading a team of eleven members of (Retention, Telemarketing & Voc) to achieve team
targets
Step-up a (daily, weekly & monthly) MI’s shows team versus targets
Communicating with credit & CVM department regarding Wealth customer upgrades &
credit card issuance
Dealing with branches regarding customers who outside Cairo and need to apply for bank
products

2. II
Add remove securing hold for credit cards
April,2014 – August’15
HSBC BANK
Team Manager Operations “Wealth Management”.
Job Duties: In addition to the normal job duties undertaken by me as a team manager
mentioned below; my current job duties include but not limited to the following:
 leading a team of twelve members on the wealth management queue (Premier &
Advance Customers Only) to achieve team targets.
 Daily tracking for the generic mails regarding lost & stolen cards
 Daily tracking for the emergency encashment generic mails between HSBC world-
wide that links all countries to support HSBC customer for any emergency case.
 Handling premier& advance customers; such customers expect an immediate
solution for their complaints/requests.
 Assist floor management daily with fund transfer, credit card payments & internet
banking approvals
 reviewing yearly the manual of the contact center process
 supporting the training department for the new batches and also for optimizing new
processes for the current Staff
 Member of the audit committee that is responsible for spreading Staff awareness and
that also ensure compliance and risk policies are followed.
 Member of the Champions Trainers at HSBC, to spread FATCA (Foreign Accounts
Tax Compliance Act) awareness and assist agents for their inquiries regarding this
topic
 August,2013 – April,2014
HSBC BANK
Team Manager Operations.
Job Duties:
 leading a team of fourteen members to achieve team targets
 Tracking and validating quality, handling time, Errors, adherence, &
compliance for my team
 Handling complaints received from customers regarding agents or faulty
banking procedures.
 Coaching agents monthly to improve team performance
 Calling for monthly team meetings, to review overall team performance
 preparing a monthly report for deductions and/or overtimes
 Immediate handling for floor escalations from angry customers to assure
customers satisfaction and to reduce complaints
 Tracking agents’ performance daily reports to avoid any abuse
 Updating daily the system with agents log in time and update missing ones

3. III
 Assist for any ad hoc requests from our business partners.
 September, 2011 – July, 2013
HSBC BANK
Customer Service Executive
Job Duties:
 Handling and assisting HSBC clients for better banking experience.
 Delivering high quality customer support for all banking products and
services provided by HSBC; to name just a few: loan inquiry, debit card, credit
card, term deposits, money market funds, saving certificate and internet
banking, etc…
 Tracking and assuring customer satisfaction to decrease quantity of
complaints and hence decrease the rush on the queue
Job Accomplishments:
 Interviewed and nominated as a co-trainer for the new comers; the job which
includes but not limited to giving condensed sessions on all banking aspects,
supporting new comers as a mentor during the on job training period.
 Team delegate to rate the monthly quality of the team and then send it to
quality department for auditing
 Floor delegate to handle the escalated calls and assist angry customers
 June, 2010 - June, 2011
National company for road construction and development "owned by
The Egyptian Army"
As a soldier served at the military service
Job Duties:
 Custody of the Secretary
 Data analysis
 Data entry

4. IV
Education
 June, 2009
BSc in Business Administration
Management Section
Academy of Akhbar Al Yom
(Equivalent to the bachelor's degree in Business Administration (English Section) of
Cairo University)
Honors:
 First year: Excellent.
 Second year: Excellent.
 Third year: Very Good.
 Fourth year: Excellent (86%).
 Graduation project: Excellent (95 out of 100) – (1st place).
 Totality: Excellent (85.12 %) - (6th place).
 June, 2005
General Secondary Certificate
Om El-Abtal Language School
Training Courses
 July 2006
National Bank of Egypt
Spent one month as a traineein the bankcredit department
Projects and presentations
 Graduation project about "The 2008 Global Financial Crisis"
 Internal auditing presentation at the Academy Of Akhbar Al Yom
 Time management presentation at the AUC
 Communication & interviewing skills presentation at the AUC
Languages
 Arabic Native
 English Fluent (written and spoken)

5. V
Computer Skills
 Microsoft Windows applications
 Internet
Extra Curricular Activities
 Business Course about how to be an Entrepreneur - (lecturer Dr. Amr Othman)
 Certificate in English Conversation course at the AUC (level 6 out of 6).
 Preparing the “CMA, Certified Management Accountant”
 Appreciation awards from “HSBC”.
 “100 Club” Award from HSBC
Soft Skills
 Negotiation skills
 Tendency towards leadership
 Capability of working within group
 Self motivation
 Ability to handle high operation volume under pressure