Amina Gad

Customer Operations & Monetics Specialist

May 2024 - Apr 2026 • 1 yr 11 mos

• Core Banking Expertise: Proficient user of Temenos T24 for daily banking operations and transaction monitoring. • ​Monetics, Complaint Management & CRM: Managed end-to-end resolution for card-related disputes(Chargebacks), focusing on ATM withdrawals and online payment failures.Managed an average of 100+ complex claims per month with high resolution rates. • ​Digital Banking Support: Provided technical support for the bank’s mobile application and e-banking services. • ​Process Improvement: Actively participated in the launch of new card products and banking services. Contributed to regular workflow optimizations to reduce complaint processing time. • Workflow Coordination: Managed the distribution of client files and tasks to portfolio managers for efficient processing. ​Risk & Debt Monitoring: Followed up on "Impayés" (Unpaid cheques and bills of exchange), and managed Debit/Credit cards" to maintain compliance and reduce operational risks. • Training: Developed training materials for new staff on financial products and services. Customer Service: Analyzed customer feedback to enhance service delivery and client satisfaction.

​Front-Desk / Polyvalent Teller (Commercial de Guichet)

Mar 2018 - May 2024 • 6 yrs 2 mos

• Cash Management: Managed ordinary and main cash desks, including daily balancing and secure handling of funds. • ​Currency Operations: Executed foreign exchange transactions and international currency services for local and travel clients. • ​Front-Office Support: Provided direct customer service at the counter, handling deposits, withdrawals, and immediate administrative requests. ​Back-Office Integration: Performed daily administrative reconciliations between front-desk operations and central bank records, and handled back-office tasks related to client accounts and payment tools.