Nesma Fawzy Asham Shafik

About

Senior banking and collections professional with 16+ years of experience in collections operations, quality assurance, and retail banking. Experienced in delinquency management, compliance monitoring, performance auditing, and customer complaint resolution.

Experience

• Senior Quality Assurance Officer
  Commercial International Bank (CIB) · Cairo, Egypt
  Jun 2020 – Feb 2026

  - Conduct quality assurance reviews of collection calls and account actions to ensure compliance with bank policies and regulations. - Evaluate team performance against KPIs and recovery targets, providing structured feedback and corrective recommendations. - Perform audits on delinquent payroll accounts to ensure accurate settlements and proper block code application. - Prepare daily QA and performance reports identifying trends, risks, and process gaps. - Investigate escalated customer complaints and ensure timely, compliant resolution. - Maintain data integrity through regular audits of customer records, especially for unreachable accounts.

• Senior Collection Officer – Loans & Cards
  Commercial International Bank (CIB) · Cairo, Egypt
  Apr 2012 – Jun 2020

  - Managed delinquent payroll, loan, and credit card portfolios, achieving consistent recovery targets. - Coordinated with branches and operations teams to facilitate efficient payroll settlements. - Resolved payroll-related customer complaints while maintaining service quality. - Generated daily resolution and feedback reports to support management decisions. - Executed collection actions including block code administration and release of account holds. - Enhanced recovery outcomes by sourcing updated customer data for unreachable accounts.

• Retail Banking Officer
  Commercial International Bank (CIB) · Cairo, Egypt
  Jul 2009 – Mar 2012

  - Delivered high-quality customer service with a focus on first-contact resolution. - Promoted and sold credit cards and personal loans to retail customers. - Verified customer documentation and ensured compliance during account opening processes. - Supported branch sales and service performance targets.

• Sales & Marketing Representative Officer
  Sabena Travel Agency · Cairo, Egypt
  Jan 2009 – Jul 2009

  Sales & Marketing Representative Officer | Jan 2009 – July 2009 Responsible for sales and reservation Luxor & Aswan Nile Cruises.

• Sales & Marketing Representative Officer
  White bird Travel · Cairo, Egypt
  Aug 2008 – Dec 2008

  Sales & Marketing Representative Officer | Aug 2008 – Dec 2008 Representing & Responsible for all reservation booking and all tours. Whitebird-travel.com

Education

• Bachelor's Degree
  Faculty of Tourism and Hotels Management · Helwan university
  English Guidance Section · Sep 2004 – May 2008

Skills

• Marketing
• Sales
• Quality Assurance
• Reporting
• Team Collaboration
• Compliance
• Retail Banking
• Risk Mitigation
• Collections Management
• Customer complaint resolution
• Analysis
• Regulatory Adherence
• performance auditing
• Delinquent Portfolio Management

🗣️ Languages

• Arabic · Native
• English · Professional

🎯 Hobbies & interests

• playing music