Summary
Overview
Work History
Education
Skills
Languages
Personal Information
Additional Information & Certificates
Timeline
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Sara Ali Maher Galal

Senior Fraud Investigator
Giza

Summary

Hard-working Senior Fraud Specialist with strong organizational skills. Achieves company goals through exceptional planning and prioritization. Successful at managing multiple priorities with positive attitude. Willing to take on greater responsibilities to meet team goals. Takes on challenging new role harnessing interpersonal skills, collaboration and problem-solving. Driven to deliver high-quality service and consistent results.

Overview

15
15
years of professional experience
4
4
years of post-secondary education

Work History

Senior fraud investigator

HSBC GSC
Egypt
02.2024 - Current
  • Implemented effective controls for reduced financial loss.
  • Managed over 30+ cases per month.
  • Mitigated potential threats by conducting thorough risk assessments.
  • Streamlined reporting procedures using database management skills.
  • Conducted regular audits, ensuring regulatory compliance.
  • Identified fraudulent activity, enhancing company security.
  • Developed anti-fraud strategies to improve risk management.
  • Led complex fraud investigations for swift resolutions.
  • Presented findings in senior meetings, influencing strategic decisions regarding fraud prevention measures.
  • Coordinated with law enforcement agencies to support fraud cases.
  • Enhanced case management systems for optimised workflow efficiency.
  • Analysed financial transactions, identified suspicious activities.
  • Drafted investigation reports, detailing findings and distributing to cross-functional teams for review.
  • Conducted and reported on complex risk assessments, offering data-driven insights to senior leaders.
  • Investigated suspicious financial activity, researching high-value credit card transactions to identify potential fraud.
  • Followed transaction monitoring and account verification models to support data security and reduce vulnerabilities.
  • Analysed transaction data to detect trends and anomalies, reducing instances of fraud.
  • Enforced compliance with financial regulations and reporting requirements to protect corporate interests.
  • Utilised fraud-detection models to flag and research fraudulent activity.
  • Prepared detailed models, reports and charts highlighting complex financial information.
  • Compiled financial data for business forecasting and budgeting.
  • Helped resolve disputed claims as official client representative to tax officials.
  • Assessed accounts and accounting systems in cases of alleged criminal activity.
  • Managed financial updates, watch lists and insurance files.
  • Investigated suspected cases of fraud and theft involving small numbers of transactions or complex systems.
  • Assisted with developing and ongoing control of costing and pricing systems for business goods.
  • Reviewed and certified official financial statements for presentation to shareholders and governing bodies.

Customer Service Representative

Xceed
Egypt
01.2010 - 02.2015
  • I worked for DU account.
  • Joined the launching batch for Mobinil activation.
  • Joined the launching batch for TE Data technical support.
  • Joined the launching batch for DU account home service consumer.
  • Joined the launching batch for DU account enterprise fixed.
  • Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
  • Assisted customers in making informed decisions by providing detailed product information.
  • Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
  • Offered technical support, leading to enhanced user experience.
  • Assisted customers with product complaints, logging issues for investigation and providing replacement items.
  • Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
  • Improved customer satisfaction by effectively handling complaints and inquiries.
  • Handled phone, email and social media enquiries with consistent customer service across multiple channels.
  • Provided warm, positive customer care from arrival to departure, encouraging return visits and repeat spending.
  • Developed strong relationships with customers fostering brand loyalty and repeat business.
  • Processed inbound customer calls, providing information on service or product upgrades
  • Answered customer telephone calls promptly and improved on-hold wait times.
  • Maintained up-to-date knowledge, resulting in effective product promotion.
  • Managed high volume of inbound calls for quick resolution of customer issues.
  • Answered 60+ telephone calls per day with professionalism.

Customer Service Specialist

Orange
Egypt
03.2015 - 08.2019
  • Joined the Corporate Complaint Handling Team on November 2017.
  • Offered solutions to resolve product or service issues, improving brand reputation.
  • Used company CRM system for efficient data tracking and record-keeping.
  • Maintained detailed records, ensuring accurate data management.
  • Provided product information, increasing customer knowledge.
  • Dealt with returns and exchanges to ensure customer satisfaction.
  • Handled high call volumes, managing stress effectively in fast-paced environments.
  • Handled confidential customer information responsibly, adhering strictly to data protection rules.
  • Resolved complaints with effective problem-solving skills.
  • Assisted customers to facilitate their purchasing decisions.
  • Participated in training sessions for professional development.
  • Ensured customer satisfaction by promptly addressing queries and concerns.
  • Ensured all customer interactions aligned with company ethos, upholding brand integrity.
  • Adhered strictly to policies and procedures for continued company compliance.
  • Assisted customers with additional retail services, including alterations, special orders and item loans.
  • Answered customer telephone calls promptly and improved on-hold wait times.
  • Employed active listening and product expertise to successfully resolve inbound queries.
  • Participated in regular training to maintain up-to-date knowledge on company products and policies.
  • Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
  • Consistently achieved service rating targets, managing customer enquiries with personalised care and attention.
  • Processed inbound customer calls, providing information on service or product upgrades
  • Managed high-volume customer queries simultaneously through effective multitasking.
  • Assisted customers with product complaints, logging issues for investigation and providing replacement items.
  • Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
  • Provided warm, positive customer care from arrival to departure, encouraging return visits and repeat spending.
  • Assisted customers with varying questions using product knowledge and service expertise.
  • Handled phone, email and social media enquiries with consistent customer service across multiple channels.
  • Followed scripts when answering common customer questions.
  • Listened actively to offer accurate information and best solution to their needs.
  • Processed and issued refunds, exchanges and credit notes, providing tailored solutions to customer issues.
  • Obtained feedback from customers to improve service experience.
  • Handled in-person, email and mailed correspondence.
  • Implemented customer follow up to uphold service standards.
  • Resolved customer complaints following guidelines and referred complex inquiries to team leaders.
  • Maintained excellent client satisfaction by providing in-depth support.
  • Delivered excellent service to enhance client retention rate.
  • Adhered strictly to company policies whilst providing first-rate customer service experience.
  • Worked as part of a team, improving communication skills within the workplace.
  • Managed difficult situations for improved customer relations.

Collections agent

HSBC GSC Egypt
Egypt
08.2019 - 07.2023
  • Working for the collections department in HSBC since August 2019
  • Joined the dialer team since 2019.
  • Joined the FGT team since 2020.
  • Joined Mortgage UAE Team since 2022.
  • Joined OPS Support collection since September 2022.
  • Handled financial transactions, creating and filing accurate records.
  • Improved customer relations with empathetic and understanding approach to collections.
  • Collected on past due accounts with average [100] months delinquency.
  • Demonstrated professionalism whilst dealing with difficult conversations about finances.
  • Achieved successful debt recovery by maintaining constant communication with customers.
  • Directed day-to-day collections functions, including recruiting, training and developing high-performing teams.
  • Collaborated effectively with team members to meet collection targets.
  • Utilised negotiation skills, leading to increased rates of settlement agreements.
  • Updated client files regularly, ensuring accurate record keeping for future reference.
  • Developed a system of efficient record-keeping to streamline collection processes.
  • Contacted approximately 50 account holders daily.
  • Enhanced knowledge of financial laws through continuous professional development.
  • Negotiated payment plans for improved revenue collection.
  • Managed high-volume calls daily; maintained patience and professionalism at all times.
  • Negotiated with account holders to devise repayment plans and minimise collections receivables.
  • Persistently contacted customers with extremely past due accounts to recover lost revenue.
  • Monitored overdue accounts closely leading to quicker resolutions in outstanding payments.
  • Managed delinquency cycle, including past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
  • Scheduled regular follow-ups with clients; ensured timely debt repayments.
  • Resolved customer complaints swiftly, enhancing overall service satisfaction levels.
  • Maintained compliance with FCA regulations, ensuring ethical debt collection practices.
  • Maintained compliance with fair debt practices and regulatory guidelines.
  • Advocated for customers experiencing financial hardships, providing suitable payment options.
  • Used scripted conversation prompts to convey current account information and obtain payments.
  • Addressed and resolved customer disputes to support favourable collection rates.
  • Exceeded collection target goals with assertive communication and negotiation skills.
  • Maintained records on diary notes and debt status codes to support customer account accuracy.
  • Delivered exceptional customer service on all calls while maintaining calm and professional demeanour in challenging circumstances.
  • Resolved complex collection cases, liaising with debt collection agencies and local courts to foster positive outcome.
  • Negotiated customer repayment plans, consistently maximising early payments to reduce debt recovery time.
  • Performed collection of overdue debts, reconciling high-volume account queries.
  • Investigated cases of debt to uncover details of debtors.
  • Recommended legal action or discontinuation of service in cases of non-payment.
  • Analysed financial risk and worked to maximise compliance with payment plans.
  • Offered debtors assistance with payment planning.
  • Contacted customers to arrange or collect payments.
  • Maintained professional tone when corresponding by phone or email.
  • Communicated with customers diplomatically and respectfully.
  • Facilitated official agreements outlining terms of repayment.

Education

Faculty of Arts - History

Cairo University
EGYPT
09.2005 - 08.2009

Skills

Investigative techniques

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Languages

Arabic
Native
English
Fluent

Personal Information

  • Date of birth: 03/11/87
  • Marital status: Married

Additional Information & Certificates

  • Developed Language and Computer skills.
  • Attending 'FGF' Future Generation Foundation.
  • Basic Business Skills Acquisition.
  • English course at Berlitz.
  • Communication Skills by Dale Carnegie.
  • Enhanced Presentation & Project Development Skills.
  • ICDL by Microsoft.

Timeline

Senior fraud investigator

HSBC GSC
02.2024 - Current

Collections agent

HSBC GSC Egypt
08.2019 - 07.2023

Customer Service Specialist

Orange
03.2015 - 08.2019

Customer Service Representative

Xceed
01.2010 - 02.2015

Faculty of Arts - History

Cairo University
09.2005 - 08.2009

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Sara Ali Maher GalalSenior Fraud Investigator