Ihab Alsholi
Charlotte
Summary
Experienced professional with many years serving industry customers. Skillfully educate customers, troubleshoot issues, and process payments. Security-conscious, proficient in regulations and successful in using multiple systems and interchangeable technologies to handle customer concerns.
Overview
31
31
years of professional experience
Work History
Senior Customer Service Representative
Wells Fargo
Charlotte
12.2023 - Current
- Delivering exceptional customer service by addressing and resolving inquiries related to everyday banking products, including checking and savings accounts, debit cards, and online banking services .
- Achieving and maintaining performance metrics related to customer satisfaction, call handling time, and sales targets.
- Handle escalated, high-level, or sensitive customer complaints, providing swift, professional, and satisfying solutions.
- Manage high-volume, complex inbound calls.
- Monitor performance, contribute to service improvements, and ensure service-level goals are met.
- Assisted customers with account inquiries and transaction issues.
- Resolved customer complaints through effective communication and problem-solving skills.
- Collaborated with team members to streamline service processes and improve efficiency.
- Maintained accurate records of customer interactions in the database system.
- Implemented feedback from customers to enhance service delivery methods.
- Handled difficult situations with tact, diplomacy, and professionalism.
- Resolved escalated customer complaints in a timely manner.
- Managed incoming calls from customers while providing exceptional service.
- Educated customers about products, pricing and policies to address and resolve issues.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
- Monitored customer feedback surveys to identify areas of improvement.
- Oversaw and guided team in handling customer call escalations, mentoring new employees on customer service.
- Met and exceeded performance goals to support long-term company growth and market dominance.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Senior Relationship Banker
BB&T Bank
Charlotte
12.2021 - 07.2023
- Analyzed clients' financial situations and recommended appropriate banking products and services, including loans, mortgages, investment options, and wealth management solutions.
- Conducted regular follow-ups with customers on a weekly and monthly basis to ensure high levels of satisfaction and effective account management.
- Meet sales targets by recommending needs-based solutions, including deposit accounts, loans, and, in some cases, referring to specialized partners (investments, mortgage).
- Ensure compliance with all banking regulations, policies, and procedures.
- Guided clients in selecting appropriate banking products and services.
- Managed account openings, closings, and maintenance for diverse clientele.
- Educated clients on digital banking tools and resources available.
- Resolved client inquiries efficiently to ensure satisfaction and retention.
- Participated in weekly sales meetings to discuss progress towards goals, challenges faced.
- Maintained up-to-date knowledge of regulations related to banking operations.
- Advised customers on bank products, services and financial planning options.
- Collaborated with mortgage and wealth management partners to assist customers with specialized needs.
Senior Branch Operation
Arab Bank
03.2003 - 03.2018
- Supported branch operations and addressed customer inquiries efficiently.
- Partnered with the sales team to meet and exceed monthly revenue goals.
- Managing daily workflows, banking operations, and administrative functions to ensure high-quality service and accuracy.
- Conducting audits, ensuring adherence to regulatory policies, mitigating risk, and managing security.
- Monitoring branch Key Performance Indicators (KPIs), controlling expenses, and implementing process.
Assistant manager
Arab Bank
Jordan
09.1995 - 03.2003
- Managed the operations of a full-service branch, focusing on nurturing existing customer relationships and cultivating new personal and business connections.
- Monitored and managed branch budget and expenses ensured cost-effective operations while maximizing profitability.
- Supervised, coached, and developed branch staff while ensuring adherence to bank best practices, policies, procedures, and regulations.
Education
Bachelor of Business - marketing
University of North Carolina at Charlotte
Charlotte, NCMaster - Banking and Finance
The Arab Institute for Banking and Financial Studies
Amman, JOSkills
- Antimoney laundering
- Customer service excellence
- Effective selling skil
- Specialized banking products and services
- Foreign exchange
- Branch Operations Management
- Client Service & Satisfaction
- New System Implementation
- Product Promotions
- Team Leadership & Motivation
- Transaction Processing
Professional Educational Profile
Dedicated Personal Banker who can provide thoughtful and trustworthy customer solutions and financial option exploration. Adept at providing personalized banking advice and service, developing customer relationships, and processing deposits and funds. Specialize in providing comprehensive and reliable customer service and assistance., Antimoney laundering & customer service excellence, Effective selling skill, Team building, Customer relationship management and business development, Specialized banking products and services, Foreign exchange, Branch Operations Management, Client Service & Satisfaction, New System Implementation, Product Promotions, Team Leadership & Motivation, Transaction Processing
Timeline
Senior Customer Service Representative
Wells Fargo
12.2023 - Current
Senior Relationship Banker
BB&T Bank
12.2021 - 07.2023
Senior Branch Operation
Arab Bank
03.2003 - 03.2018
Assistant manager
Arab Bank
09.1995 - 03.2003
Bachelor of Business - marketing
University of North Carolina at Charlotte
Master - Banking and Finance
The Arab Institute for Banking and Financial Studies