AL-EMAM FATH ALRAHMAN
DUBAI
Summary
Dedicated Customer Service professional with expertise in service delivery, digital banking support, and proven multitasking abilities. Committed to building professional relationships that enhance customer satisfaction and drive business results. Seeking a challenging full-time role to leverage interpersonal skills, time management, and problem-solving abilities. Known for exceptional listening, critical thinking, and a personable approach that prevents escalations and fosters loyalty. Skilled in digital platforms, technical support, and ensuring a seamless customer experience.
Overview
2
2
years of professional experience
Work History
Customer Service Ambassador
Emirates NBD Bank
01.2024 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Assisted customers with product information, helping them make informed decisions and ensuring their needs were met.
- Maintained a high level of professionalism at all times, representing the company positively and consistently exceeding customer expectations.
- Educated customers on company policies, procedures, and promotions, enabling them to maximize the value of their transactions.
- Educating clients on digital baking features to promote app adoption.
- Updating and maintaining accurate customer information.
- Comprehensive understanding of banking products, services, and promotions.
Customer Service Representative
Ministry of Human Resources and Emiratisation
03.2023 - 12.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Handled average of 60+ customers calls per day
- Boosted customer satisfaction by delivering prompt technical support and resolving complex issues.
- Reduced call handling time by efficiently navigating through customer databases and CRM systems.
Education
Bachelor of Science - Information Technology
Sudan Academy Fo Banking And Financial Sciences
Khartoum, Sudan03-2022
Skills
- Complaint resolution
- CRM software proficiency
- Microsoft Excel
- Follow-up skills
- Banking operations support
- Problem-solving skills
- Multitasking
- Time management abilities
- Verbal and written communication
- Technical Support and Troubleshooting
- Work Under Pressure
- Quality Control
Languages
Arabic
Bilingual or Proficient (C2)
English
Advanced (C1)
Timeline
Customer Service Ambassador
Emirates NBD Bank
01.2024 - Current
Customer Service Representative
Ministry of Human Resources and Emiratisation
03.2023 - 12.2023
Bachelor of Science - Information Technology
Sudan Academy Fo Banking And Financial Sciences
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