Tousif Malita

Customer-focused professional with 7+ years of experience in retail banking, Islamic finance, and customer service operations across India and the UAE. Recognised for exceptional service delivery with a 95%+ customer satisfaction rate and awarded Employee of the Year - Pan India at ICICI Bank (2021). Adept at client relationship management, complaint resolution, cold calling, sales support, and cross-functional collaboration.

Proficient in CRM systems, Microsoft Office, and AI-driven tools. Available for immediate joining with flexibility for shift work and relocation.

Customer Service Officer - PACT Employment Services - UAE

(2024-01 - 2026-04)

• Managed end-to-end customer service operations including inquiry handling, complaint resolution, and follow-up.
• Collaborated with internal teams on service improvement projects to continually enhance the customer experience.
• Acted as primary point of contact for client queries, ensuring professional and timely resolutions.

Customer Service Representative - Aafaq Islamic Finance - UAE

(2022-09 - 2023-09)

• Managed customer account inquiries, billing issues, and financial transactions, consistently achieving 95%+ satisfaction scores.
• Ensured all interactions adhered to Sharia-compliant finance standards and internal compliance requirements.
• Served as liaison between customers and internal departments for seamless, accurate service delivery.
• Trained and onboarded new team members, improving team consistency and capability.

Customer Service Officer (Retail Banking) - ICICI Bank Ltd - India

(2016-06 - 2022-01)

• Delivered high-quality service across retail banking channels: account inquiries, fund transfers, and account opening/closure.
• Promoted to Senior Officer within 2 years; supervised and mentored junior staff to drive performance improvements.
• Resolved complex customer complaints efficiently, maintaining consistently high satisfaction levels.
• Awarded Employee of the Year - Pan India (2021) for exceptional customer service and performance.

Bachelor of Arts - B.A. - University of Kalyani (2014)