senior Customer relationship Executive
Dubai Export Development Corporation
Total years of experience :11 years, 3 months
• Continuously deliver a high standard of customer service and take full responsibility for the dealing with relevant customer complaints, queries and requests.
• Ensure that both an appropriate and adequate process and procedures take place in all queries and complaints and utilize these complaints to help identify root-cause issues and to promote solutions to those issues
• Record all communications between the various parties and all information taken into consideration.
• Carry out relevant research, projects as required and requested by Customer Service Director to build business network.
• Work closely with Customer Service Director in ensuring that all relevant standards within the customer charter are met.
• Meet the objectives and performance measures agreed and maintain strong inter-relationships across divisions, keep al relevant parties informed of assigned work
• Developing customer service procedures, policies and standards;
• Participate in events and exhibition locally and internationally.
• Translating from Arabic to English and Vice Versa.
• Preparing events (preparing materials, booking hotel and sending invitations)
• Presentation.
• Handling Export Assistance Program project.
January 2006 - December 2007 HSBC Working in Corporate Banking -assistant corporate Manager
• Follow up with clients regarding transaction issues, deficiencies
• Solving client's operational issues
• Documentation complying to Bank's policy
• Promoting Internet Banking and ATM Banking services for the clients.
• Review client files and ensure they are constantly updated in line with the bank's internal audit standards.
• Help in carrying out due diligence on client transactions
• Prepare call reports.
• Ensure all the critical issues solves in time between the related department and the client with the specific deadline
Working as Compliance officer.
• Ensure all employees complete Anti Money course online with in due date.
• Co-ordinate with the Senior Manager Compliance and provide support to him, on all compliance matters and activities.
• Support Line Management in discharging their responsibilities to comply with relevant Regulations and policies.
• Account reviews and internal/regulatory reporting requirements and follow client's transactions.
• To assist the Compliance manager in regular monitoring of compliance activities such as review of large transactions, KYC
• Check KYC and ensure all mandatory information is in the system
• Investigate in case of threshold.
• Keep record of all suspicious accounts
• To understand, and ensure compliance with, all relevant internal and external rules, regulations and procedures that apply to the conduct of the business in which the job holder is involved.
• To assist in developing AML policies, procedures and monitoring tools.
• To ensure the AML procedures are followed by all Operational staff.
• To ensure that the Bank adheres to all regulatory requirements and report issues related to Money Laundering by any regulatory body
Working as Customer Service
• Interact inbound and outbound with customers and staff using telephone, mail and fax.
• Give training courses for the new entries about internet banking, customer service and sales, service excellence and customer relationship management system.
• Provide support at customer events during or outside normal office hours when required.
• Manage and coordinate different projects.
• Take ownership of specific of specific customer complaints from initial contact to problem resolution.
May 2005- December 2005 Amlak Finance PJSC
Working in Amlak Finance PJSC as Customer Relation Associate. My roles were
• Provide internal and external customers with a high level of customer service and satisfaction by ensuring that they received a quick response to their enquiries.
• Studying the finance application
• Opening accounts
• Preparing customer documents and send it to credit analysis
• Following up with the customers and answers their queries.
• Attending workshops and presenting the company and its services for the new customer.
• Provide support at customer events during or outside normal office hours when required.
• Build and maintain client relationships and resolve complex problems essential.
• Verifying documents and ensuring that all the information in the application is identical with the attached documents
• Check both central bank bad cheques and Commercial Credit System of the Risk Bureau.
• Contact point verification.
• Study customer applications, banks statements and calculate eligibility.
• Manage the team.
• Ensure punctuality
• Solving staff problems and ensure that they are comfortable with the given task or assignment
• Ensure sending to proper course to develop there skills and knowledge
• Interact with customers to provide information in response to inquiries about products and services.
• Handle and resolve customer's complaints and assist individuals interested in opening accounts for communication services such as cable television and telephone.
• Use multiline telephones, fax machines, and personal computers.
• Providing customer service via e-mail.
• Data entry.
• Assisting Billing and Collections in peak days of payment and resolving issues.
• Escalating customer service issues to the concerned colleagues and resolving.
• Attending workshops
• Sites and e-mail are providing more efficient and targeted customer service.
• Understand customer requirement
• Marketing the products
• Conduct survey
The program included excellent core subjects concerning marketing online and offline, managing a good website and principle of marketing. In addition, learning some computer skills and work with some common offices.
1996-1998, Secondary School Certificate (Art Section), Al Ittihad Secondary School.