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تم إلغاء حظر المستخدم بنجاح
شادي مبروك,  Customer Care Senior Officer

شادي مبروك

Customer Care Senior Officer·First Abu Dhabi Bank

الإمارات العربية المتحدة

بكالوريوس, Law

الخبرة العملية

مجموع سنوات الخبرة: 17 سنوات, 9 أشهر

Customer Care Senior Officer

أكتوبر 2019 - حتى الآن

First Abu Dhabi Bank

أبو ظبي، الإمارات العربية المتحدة

أكتوبر 2019 - حتى الآن

• 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.

مجال الشركة:
البنوك
الدور الوظيفي:
البنوك

Legal and Collection Officer

مايو 2017 - مايو 2019

EMDC

أبو ظبي، الإمارات العربية المتحدة

مايو 2017 - مايو 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)

مجال الشركة:
الخدمات المالية
الدور الوظيفي:
البنوك

Senior Project Coordinator

يونيو 2016 - أبريل 2017

Me Services

أبو ظبي، الإمارات العربية المتحدة

يونيو 2016 - أبريل 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.

مجال الشركة:
الإدارة العامة
الدور الوظيفي:
الخدمات المساندة

Customer Service Quality Assurance & Training Officer

مايو 2010 - مايو 2016

FGB

أبو ظبي، الإمارات العربية المتحدة

مايو 2010 - مايو 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.

مجال الشركة:
البنوك

Customer Service Representative

مايو 2008 - أبريل 2010

FGB

أبو ظبي، الإمارات العربية المتحدة

مايو 2008 - أبريل 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.

مجال الشركة:
البنوك

التعليم

Tanta University

مايو 2000

مايو 2000

بكالوريوس، Law

مصر

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

اللغات

الانجليزية
متمرّس
العربية
اللغة الأم

التدريب و الشهادات

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

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