Operation Team – inbox handling (2019-08 – 2021-06)
- Managed the Operations team inbox, handling and responding to customer emails, following up on pending requests, coordinating with relevant departments, and ensuring timely and accurate resolution of inquiries.
Promoted to Diamond Banking ( priority Call Center Agent) at Abu Dhabi Islamic Bank (2017-06 – 2019-07)
- Dealing with high profile customers of the bank, classified as priority banking segment customers, answering queries of bank account, cards, bank product and applying services.
- De-escalate situations involving dissatisfied customers, offering patient assistance and support.
- Guide callers through troubleshooting, navigating the company site or using the products or services.
- Review customer or client accounts, providing updates and information.
- Help to train new employees and inform them about the company’s customer management policies.
- Providing support to other departments such as complaint unit/back office/verification teams/tele-sales whenever needed.
- Cross sell Bank products to achieve monthly target of 1,000,000 AED monthly bases for Personal finance, Auto finance and covered card.
Inbound Call Center Agent at Abu Dhabi Islamic Bank (2016-09 – 2017-06)
- Obtains client information by answering telephone calls; interviewing clients; verifying information.
- Determines eligibility by comparing client information to requirements.
- Establishes policies by entering client information, confirming pricing.
- Inform clients by explaining procedures; answering questions; providing information.
- Maintain communication equipment by reporting problems.
- Maintain and improves quality results by adhering to standards and guidelines, recommending improved procedures.
- Update job knowledge by studying new product descriptions; participating in educational opportunities.
- Accomplishes sales and organization mission by completing related results as needed.
Front Desk at Royal Creation Real State (2013-02 – 2016-07)
- Receiving and answering incoming and out coming Customers Calls over 250+ per month.
- Processed all data into a web-based database.
- Updating personal contact information as needed for clients.
- Completing requests for customer via Emails and Via telephones.
- Assisted all client on statues checks on requests and creating invoices.
- Transferred clients to correct helpdesk if reached the incorrect desk.
- Provided technical support for computer, printer, and software related issues.
