Adnan Shahab
Dubai
Summary
As an accomplished Consultant, I excel in driving organizational improvements by leveraging my expertise in Project Management, Quality Assurance, and system enhancements. I am adept at collaborating with both employees and leaders to resolve control and procedural issues that impact business operations. My dedication to optimizing costs, processes, and resources is matched by my excellent interpersonal, problem-solving, and organizational skills. Additionally, I am a passionate Employee Trainer, armed with extensive knowledge of System Applications, Policies & Process training, Personal Development, and a track record of proven success.
Overview
7
7
years of professional experience
1
1
Career Essentials in Generative AI by Microsoft and LinkedIn
1
1
Ethics in the Age of Generative AI
1
1
Generative AI for Business Leaders
1
1
(CAPM)® Exam Tips
1
1
Streamlining Your Work with Microsoft Copilot
1
1
Body Language for Authentic Leadership
1
1
Managing Your Emotional Response to Workplace Stress
1
1
Introduction to Artificial Intelligence
Work History
QUALITY ASSURANCE AND INTERNAL CONTROL OFFICER
Dubai Islamic Bank
04.2023 - Current
- Assessed product quality by monitoring quality assurance metrics, reports, and dashboards
- Reduced defect rates through meticulous inspection processes and root cause analysis
- Developed training programs for employees to enhance their understanding of quality assurance principles and practices
- Enhanced call center performance by implementing quality monitoring processes and providing feedback to agents
- Designed custom reports for management highlighting key performance indicators related to quality control activities
- Demonstrated strong organizational and time management skills while managing multiple projects
- Learned and adapted quickly to new technology and software applications
- Proved successful working within tight deadlines and a fast-paced environment
- Improved customer satisfaction ratings in mystery shopper evaluations by analyzing call recordings and identifying areas for improvement.
- Prepared and presented clear and concise audit reports and documentation.
- Personally conducted ongoing reviews of all operating procedures.
PROJECT TEST CONSULTANT (TEMENOS CORE BANKING)
Dubai Islamic Bank
04.2023 - Current
- Enhanced software quality by designing and executing comprehensive test plans
- Streamlined communication between development and QA teams, resulting in improved collaboration and faster issue resolution
- Identified more than 50+ critical defects during system integration testing, ensuring higher-quality product release
- Accelerated defect resolution time to be completed within the given ETA with meticulous documentation of test cases, steps, and expected results
- Coordinated work with various teams to solve problems and improve efficiency for software testing and automation
- Served as mentor and coach for Vice President, Managers, and Assistant Managers, while elevating the collective skill set of the entire testing team
- Contributed to continuous improvement initiatives by analyzing testing processes and recommending enhancements for efficiency gains
- Produced detailed test reports that communicated results to project teams, enabling informed decision-making throughout development lifecycle
- Worked closely with different departments to develop innovative solutions to functionality issues
- Validated application functionality through meticulous regression testing after each software update or patch release.
UAT PROJECT TEST LEAD (HPS - POWERCARD)
Dubai Islamic Bank
01.2023 - 04.2023
- Managed end-to-end test execution, from planning through defect management and resolution
- Maintained detailed records of executed tests to provide insight into historical trends and inform future enhancements
- Promoted a culture of continuous improvement by actively participating in process reviews and incorporating feedback into subsequent UAT efforts
- Improved software quality by designing and implementing comprehensive test strategies and plans
- Monitored resolution of bugs, tested fixes, and helped developers tackle ongoing problems by providing Quality Assurance perspective
- Executed test cases and documented defects, confirming resolution and mitigation of defects.
- Conducted regression testing of existing products.
- Cultivated interpersonal skills
- Demonstrated leadership skills in managing projects from concept to completion.
SENIOR CUSTOMER SERVICE REPRESENTATIVE
Dubai Islamic Bank
05.2020 - 12.2022
- Mentored junior and new team members' soft skills, conflict resolution, company operations, policies, and services to contribute to their professional development and overall team success
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Exercised leadership capabilities by successfully motivating and inspiring others
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions (80 Interactions per day) and outcomes
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
CUSTOMER SERVICE REPRESENTATIVE
Dubai Islamic Bank
05.2017 - 05.2020
- Enhanced customer satisfaction by resolving complex issues promptly and professionally
- Reduced call resolution time through efficient problem-solving and communication skills
- Developed strong relationships with clients, resulting in increased customer loyalty and repeat business
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Utilized CRM software efficiently, updating customer profiles accurately during each interaction
- Exceeded first-call resolution targets by actively listening to customers' concerns and addressing them thoroughly.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
Linked
Bachelor of Arts - Marketing
Lebanese International University
Beirut, Lebanon02.2017
Associate of Science - Technology And Industrial Arts Education
Arab Unity School
Dubai, United Arab Emirates01.2012
Skills
- Microsoft Office 365 Genius
- Continuous Improvement
- Attention to Detail
- Coding Languages: Java, CSS, HTML, Python, VBA, Visual Basic
- Organizational Skills
- Teamwork and Collaboration
- Decision-Making
- Business knowledge
- Control testing
- Excellent Communication Skills
- Project Management
- Critical Thinking Skills
Certification
- [Area of certification] Training - [Timeframe]
Accomplishments
- Trained 12 departments on system integration, Implementation, and manual guide.
- Collaborated with a team of 15 in the Transformation of the core banking system to the new system T-24[Temenos]
- Achieved Unified Information by implementing and developing a Knowledge Base tool for the Dubai Islamic Bank Call Center.
- Tested IVR-related cases on a new product Launch For Dubai Islamic Bank (Shams Credit Card)
- Achieved Unifying Call Center Information by introducing Sharepoint Online to use as a Knowledge Base.
Additional Information
Al enthusiast, Tri-Lingual, MS Office Genius, Automation of workflows of repetitive tasks, Customer journey success-oriented.
Languages
Arabic
Urdu
English
Hindi
References
Professional References Available Upon Request
Quote
Everything negative - pressure, challenges - is all an opportunity for me to rise.
Kobe Bryant
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
HybridImportant To Me
Career advancement4-day work weekPersonal development programsCompany CultureWork-life balanceHealthcare benefitsPaid sick leaveTeam Building / Company RetreatsSoftware
Microsoft Office 360
Programming & Coding
Temenos
HPS [ PowerCard ]
Oracle Business Suite
CRM Software's
Interests
Research & Development
Life Coaching
Clinical Psychology
Patterns & Behaviours
Timeline
QUALITY ASSURANCE AND INTERNAL CONTROL OFFICER
Dubai Islamic Bank
04.2023 - Current
PROJECT TEST CONSULTANT (TEMENOS CORE BANKING)
Dubai Islamic Bank
04.2023 - Current
UAT PROJECT TEST LEAD (HPS - POWERCARD)
Dubai Islamic Bank
01.2023 - 04.2023
SENIOR CUSTOMER SERVICE REPRESENTATIVE
Dubai Islamic Bank
05.2020 - 12.2022
CUSTOMER SERVICE REPRESENTATIVE
Dubai Islamic Bank
05.2017 - 05.2020
Linked
Bachelor of Arts - Marketing
Lebanese International University
Associate of Science - Technology And Industrial Arts Education
Arab Unity School
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