Submitting more applications increases your chances of landing a job.

Here’s how busy the average job seeker was last month:

Opportunities viewed

Applications submitted

Keep exploring and applying to maximize your chances!

Looking for employers with a proven track record of hiring women?

Click here to explore opportunities now!
We Value Your Feedback

You are invited to participate in a survey designed to help researchers understand how best to match workers to the types of jobs they are searching for

Would You Be Likely to Participate?

If selected, we will contact you via email with further instructions and details about your participation.

You will receive a $7 payout for answering the survey.


User unblocked successfully
Shady Mabrouk,  Customer Care Senior Officer

Shady Mabrouk

Customer Care Senior Officer·First Abu Dhabi Bank

United Arab Emirates

Bachelor's degree, Law

Work experience

Total years of experience: 17 years, 9 months

Customer Care Senior Officer

October 2019 - Present

First Abu Dhabi Bank

Abu Dhabi, United Arab Emirates

October 2019 - Present

• Handling complex inbound/outbound telephone calls and other communication channels, accurately capture/document all complaints according to internal policies and procedures.
• Fully investigating and analyze all complaints and provide a resolution to the customer.
• Communicating clear, concise and informative responses to customers, ensuring the customer has been treated fairly during each interaction.
• Working effectively as part of a team and also to a high standard of performance.
• Reassuring customers that the company is committed to resolving problems and improving relationships.

Company industry:
Banking
Job role:
Banking

Legal and Collection Officer

May 2017 - May 2019

EMDC

Abu Dhabi, United Arab Emirates

May 2017 - May 2019

Record information about financial status of customers and status of collection efforts.
 Confer with customers by telephone or in person to determine reasons for overdue payments and review the credit contracts.
 Advise customers of necessary actions and strategies for debt repayment.
 Monitoring calendars, meeting deadlines, documenting actions, inputting information into file database.
 Supports case preparation by preparing case summaries.
 Full administrative support for the manager.
 Preparation of analytical, informational, reference and other information.
 Creating all related requests on MOI and Judicial Department websites and follow up the same.
 Financial documents execution and reporting to Finance dept.
 Translation services (documents and negotiations)

Company industry:
Financial Services
Job role:
Banking

Senior Project Coordinator

June 2016 - April 2017

Me Services

Abu Dhabi, United Arab Emirates

June 2016 - April 2017

• Follow and manage the project activity to ensure the project is on schedule.
• Ongoing evaluation of project activity and reporting on project progress to project manager.
• Regularly collect and review outsourced staff attendance reports to ensure accuracy and system update by HR.
• Prepare routine or ad hoc reports providing information on status and issues involving relevant transactions or activities.
• Manage and analyze clients complaint log by analyzing the number, nature and frequency of complaints. In addition, ensure that complaints are adequately dealt with.

Company industry:
Public Administration
Job role:
Support Services

Customer Service Quality Assurance & Training Officer

May 2010 - May 2016

FGB

Abu Dhabi, United Arab Emirates

May 2010 - May 2016

• Determining, negotiating and agreeing in-house quality procedures, standards and/or specifications.
• Assessing customer requirements and ensuring that these are met.
• Setting customer service standards.
• Specifying quality requirements of raw materials with suppliers.
• Ensuring that manufacturing process comply with standards at both national and international level.
• Monitoring performance and provide feedback, creating action plans if its required, Provide training and testing assessments.

Company industry:
Banking

Customer Service Representative

May 2008 - April 2010

FGB

Abu Dhabi, United Arab Emirates

May 2008 - April 2010

• Determines requirements by working with customers.
• Answers inquiries by clarifying desired information, researching, locating, and providing information.
• Resolves problems by clarifying issues, researching and exploring answers and alternative solutions, implementing solutions.
• Fulfills requests by clarifying desired information, completing transactions, forwarding requests.
• Sells additional services by recognizing opportunities to up-sell products and explaining new features.

Company industry:
Banking

Education

Tanta University

May 2000

May 2000

Bachelor's degree, Law

Egypt

Skills

Insurance
Expert
Insurance
Expert
Quality Assurance
Expert
Quality Assurance
Expert
Service Assurance
Expert
Service Assurance
Expert
COMMUNICATIONS
Expert
COMMUNICATIONS
Expert
CUSTOMER SERVICE
Expert
CUSTOMER SERVICE
Expert
QUALITY ASSURANCE
Expert
QUALITY ASSURANCE
Expert
SERVICE QUALITY
Expert
SERVICE QUALITY
Expert
Able to manage team
Expert
Able to manage team
Expert
Motivated
Expert
Motivated
Expert
work under pressure
Expert
work under pressure
Expert
Insurance
Expert
Insurance
Expert
Quality Assurance
Expert
Quality Assurance
Expert
Service Assurance
Expert
Service Assurance
Expert

Languages

English
Expert
Arabic
Native Speaker

Training and Certifications

Certifications
Business Writing Skills
Feb 2012
English for Bankers
Apr 2016
Time Mangement
Jan 2010

Training
Team Leader Curriculum
FGB Academy
Mar 2015
Train The Trainer
FGB Academy
Nov 2015
Service First
FGB Academy by Ron Kaufman
Apr 2015