Experience

SoulWallet

• United Arab Emirates
• Financial Services
• 1 - 100 Employee

• CUSTOMER SERVICE / TELESALES / TRAINING / COORDINATION

  • Oct 2019 - Present

  • Calling Customers by telephone to promote different products and services.• Explain the Product or service to the potential client.• Updating customer information.• Training the staff on all products.• Answering to prospects inquiries and updating customer databases.• Calling customers and taking complete details and analyzing the situation and offering him the right product.• Call Observation for Quality purpose for the Telesales team. • Calling Customers by telephone to promote different products and services.• Explain the Product or service to the potential client.• Updating customer information.• Training the staff on all products.• Answering to prospects inquiries and updating customer databases.• Calling customers and taking complete details and analyzing the situation and offering him the right product.• Call Observation for Quality purpose for the Telesales team.



RAKBANK

• United Arab Emirates
• Banking
• 700 & Above Employee

• Customer Service Officer

  • Feb 2010 - Feb 2013

   Proper handover of service requests to respective units Completing Service Requests and escalating records that have not been completed within the agreed TAT Handling Retention Functions including non-activated/undelivered cards, undelivered pins, dormant accounts etc. Managing Customer Service Front-Desk for walk-in customers Attending all enquiries related to Cards (verbal and written) to internal and external customers Coordinating with Card Center Units, Call Centers, and Branches to resolve Customer Complaints Following up with the respective Departments for timely resolution of customer complaints Increasing out-bound calls to encourage activation and usage of cards Validating and responding to all customer queries within the agreed SLA Reporting reasons for undelivered cards/pins and take necessary actions to reduce these instances



Citi

• Mexico
• IT Services and IT Consulting
• 100 - 200 Employee

• Team Manager

  • Jan 2008 - Jan 2009

  • Managing a team of 15 members.• Coaching and Feedback on individual performance of staff.• Training and Evaluation of each team member.• Presiding Team meetings.• Taking escalated calls of upset customers.• Achieving Sales & Service monthly team targets.• Preparing daily reports & monthly reports for performances Assisting CitiPhone Officers in their responsibilities Taking one to one trainings o enhance efficiency. Handling individual team cases. Enhancing & improving processes. Delegating responsibilities & assigning individual tasks to team

• Team Manager

  • Jun 2007 - Dec 2007

   Managing a team of 14 members. Developing & training each staff to ensure proper sales. Online coaching & feedback for sales. Responsible for product trainings. Presiding daily team meetings. Ensuring compliance policies & procedures are followed. Delegating Team targets. Discussing objection handling processes. Training Fresh Recruits. Increasing productivity by organizing contests. Preparing month end reports & achievements. Preparing customer database for the team



Citibank

• Banking
• 700 & Above Employee

• Citiphone Officer

  • Apr 2005 - Jun 2007

   Customer Relationship Management for Retail Banking Customer Grievance Handling and Solution Tracking. Management –Consumer Relation Building. Coordinated workflow through operational channels  Generation of new sales opportunities. Assisting customers in their routine transactions  Customer Relationship Management for Retail Banking Customer Grievance Handling and Solution Tracking. Management –Consumer Relation Building. Coordinated workflow through operational channels  Generation of new sales opportunities. Assisting customers in their routine transactions