Adnan Shahab
Dubai
"Someone once asked me what's the biggest lie I have been told.?"
................................................................
"It's not that easy ... "
Adnan Shahab
Summary
Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency, and customer satisfaction with 9 years of experience in Customer Experience and Quality Assurance a record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles. Competent Project Leader skilled at team coaching and motivation. Proven success in meeting project deadlines, goals, and objectives. Excellent interpersonal, problem-solving, and organizational talents. Passionate Trainer with extensive knowledge of Applications & Processes training and proven success. Devoted to long-lasting and comprehensive results for every client. Trained in Dubai Islamic Bank.
Overview
7
7
years of professional experience
1
1
Certificate
3
3
Languages
Work History
UAT 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 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 junior team members, fostering their growth and development within organization while elevating collective skill set of 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.
- Reduced project costs by automating repetitive testing tasks through scripting and tool implementation.
Quality Assurance Officer for Bank
Dubai Islamic Bank
04.2023 - Current
- Performed root cause analysis to identify and resolve quality issues and defects.
- Assessed product quality by monitoring quality assurance metrics, reports, and dashboards.
- Investigated customer complaints (8-10 complaints) on daily basis and performed corrective actions to resolve quality issues.
- Developed training programs for employees to enhance their understanding of quality assurance principles and practices.
- 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 fast-paced environment.
- Achieved consistent compliance with industry standards through meticulous quality audits.
- Boosted productivity by training personnel on best practices for QA/QC procedures.
- Conducted evaluations to identify weak areas and identify problematic issues while promoting corrective methods.
- Provided extensive quality assurance training via both in-person and remote teleconferences to more than 200+ staff within 15 days.
UAT Test Lead (HPS - PowerCard)
Dubai Islamic Bank
01.2023 - 04.2023
- Developed comprehensive test plans and strategies, ensuring thorough coverage of all product functionalities.
- Tested functionality and compatibility of new programs or updates in comparison to existing applications.
- 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..
- Implemented risk-based testing approaches to prioritize high-impact areas for targeted testing efforts.
- Monitored resolution of bugs, tested fixes, and helped developers tackle ongoing problems by providing QA perspective.
- Enhanced user experience by identifying and reporting software defects during testing cycles.
- Conducted root cause analysis on test failures, providing valuable insights for future improvements in software development practices.
- Promoted culture of continuous improvement by actively participating in process reviews and incorporating feedback into subsequent UAT efforts.
- Evaluated function, performance, and design compliance of every product against design standards and customer needs.
- Documented testing procedures for developers and future testing use.
- Cultivated interpersonal skills
- Demonstrated leadership skills in managing projects from concept to completion.
- Prepared and conducted Training sessions for 150+ Staff upon completion of project.
Senior Customer Service Representative
Dubai Islamic Bank
05.2020 - 12.2022
- Streamlined customer service processes for increased efficiency and improved response times.
- 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.
- Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both client concerns and company interests.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Worked well in team setting, providing support and guidance.
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions (80 Interactions per day) and outcomes.
- Proven ability to develop and implement creative solutions to complex problems.
- Investigated and resolved accounting, service, and delivery concerns.
Customer Service Representative
Dubai Islamic Bank
05.2017 - 05.2020
- Develop deep understanding of customer sentiment across their journey and act advisor to all teams on areas to focus.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Clarified customer issues and determine root cause of problems to resolve product or service complaints.
- Answered constant flow of customer calls(80-100 calls per day)with minimal wait times (AHT of 3:50)
- Provided coaching and mentoring to new hires, contributing to their successful integration into team.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Paid attention to detail while completing assignments.
- Proved successful working within tight deadlines and fast-paced environment.
Education
Bachelor of Arts - Marketing
02.2017
Associate of Science - Technology And Industrial Arts Education
01.2012
Skills
Microsoft Office 365 Genius
Oracle e-Business Suite
Employee Training
Decision-Making
Attention to Detail
Test Metrics Analysis
Programming: Java, C#, HTML
Excellent Communication Skills
Organizational Skills
Analytical Skills
Accomplishments
- Trained multiple departments on system integration, Implementation, and manual guide.
- Collaborated with a team of 150+ in the development of Temenos (Core Banking Transformation Project)
- Achieved Unified Information by implementing and developing a Knowledge Base tool for the Dubai Islamic Bank Call Center.
Certification
- KYC, Dubai Islamic Bank
- Principals Of Banking, Dubai Islamic Bank
- Customer Service Trainer, Dubai Islamic Bank
- CX engineer, Dubai Islamic Bank
- System Integration Training - 15 Days, Dubai Islamic Bank
Languages
Arabic
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Urdu
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Additional Information
- AI enthusiast
- Tri-Lingual
- MS Office Genius
- Automation of workflows of repetitive tasks
- Customer journey success-oriented.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
UAT Test Consultant (Temenos Core Banking) - Dubai Islamic Bank
04.2023 - Current
Quality Assurance Officer for Bank - Dubai Islamic Bank
04.2023 - Current
UAT 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
Lebanese International University - Bachelor of Arts, Marketing
Arab Unity School - Associate of Science, Technology And Industrial Arts Education
References
Professional References Available Upon Request
References
Professional References Available Upon Request
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