Highlights:Dynamic and results-driven banking professional with extensive international experience across multiple countries. Demonstrated expertise in banking operations, loan collections, and sales, consistently achieving performance targets. Adept at building strong relationships with customers and colleagues, fostering a collaborative work environment. Proven ability to adapt and excel in diverse roles, leveraging cross-cultural insights to deliver exceptional results in challenging environments.

Skills:analytical skills, data analysis, observation skills, attention to detail, communication skills, team collaboration skills, organizational skills, interpersonal skills, deadline driven, time management skills, MS office suite, salesforce, oracle flexcube, Natiional Banking System

Certification:International Leadership and Organizational Behavior by Coursera-Bocconi University Certification in Data Analysis by Coursera

UNIVERSAL BANKER 07/2024 - 09/2024
CITIBANK, , CA United States
Industry: BANKING
Orchestrated Teller Operations and peer observations. Directed lobby traffic. Conducted peer observations and provided actionable feedback to management, which significantly improved the Net Promoter Score (NPS) of the branch. Collaborated with peers on sharing best practices to enhance customer experience.
• Delivered exceptional client service by efficiently managing lobby traffic and greeting customers, ensuring a welcoming environment. • Educated customers on digital banking tools, enhancing their experience and promoting adoption of online services. • Spearheaded referral management by strategically introducing clients to appropriate banking specialists, resulting in improved client relationships and sales opportunities. • Executed teller transactions and account servicing requests with accuracy, maintaining high standards of operational excellence. • Conducted peer observations and provided actionable feedback to management, which significantly improved the Net Promoter Score (NPS) of the branch. • Collaborated with branch leadership on records retention, ensuring compliance with internal policies and regulatory requirements.--
COLLECTION TELE-CALLER 08/02020 - 12/2021
MASHREQ BANK, Dubai, Dubai United Arab Emirates
Industry: BANKING
As a Collection Tele-caller, orchestrated risk management, involved in loan collection of defauult accounts. Collaborated with team to share best practices, streamline processes.
• Handled 300 delinquent accounts every month, to manage risk associated with missing loan payments. • Involved in tele-calling, pipeline management and follow-ups with customers for payments and documents. • Navigated multiple software applications concurrently while handling calls, demonstrating strong multitasking abilities under pressure. • Established contact with customers to know the reason for delinquency. • Improved customer satisfaction by addressing inquiries and resolving issues promptly. Educated customers on banking policy. • Maintained detailed records of client interactions, updating customer information accurately in the database. • Maintained compliance with regulatory guidelines and company policies while performing tele calling tasks, ensuring the highest level of professionalism. • Identified areas of improvement within the tele caller process by monitoring call recordings and implementing necessary changes accordingly. • Rigorously followed up for documents and overdue payments, negotiated payment plans if necessary. • Actively identified potential skips and fraud cases, escalated same. • Provided monthly feedback collation and guidance to new staff, thus contributing to team performance. • Contributed to team success by consistently meeting or exceeding set performance targets. • Provided immediate assistance to colleagues when needed, fostering a collaborative work environment within the team. • Collaborated with colleagues to streamline processes and share best practices for efficient tele calling operations. • Documented customer interactions and transactions, maintaining accurate records of all dealings--
Customer Support Executive 05/2019 - 07/2020
TRIUMPH LOGISTICS LLC, Dubai, Dubai United Arab Emirates
Industry: FREIGHT FORWARDING
As a Customer support Executive at this start-up firm, I developed strong relationships with new clients and also facilitated communication between Business Development Manager and all clients.
• Handled general administrative support duties, including emails, calls, and customer enquiries for shipments. • Facilitated communication between prospective customers and Business Development Manager through tele-calling and appointment scheduling. • Promptly responded to inquiries and requests from prospective customers. • Prepared quotations by actively coordinating with different carriers, updated shipment statuses to customers promptly and performed track & trace activities. • Managed office equipments and accurately updated records in database. • Prepared invoices. • Developed strong relationships with clients, resulting in repeat business and positive feedback.--

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