Amjad Hamad
UAE
Summary
Organized and dependable banker with 4years of experience self-motivated, analytical and ambitious team player having extensive experience in process improvement, performance management, sales, and customer service in the Banking and Retail Industry.
Overview
5
5
years of professional experience
Work History
Online Customer Support
ADIB
Uae
03.2021 - Current
- Answering questions about company’s products or services
- Resolving issues and troubleshooting technical problems
- Delivering information about company’s offerings
- Processing orders and transactions
- Providing proactive customer outreach
- Handling customer complaints
- Collecting and analyzing customer feedback
- Tracking customer service KPIs and metrics
- Responding to customer reviews
- Developing and documenting knowledge into helpful content
- Follow up with customers to ensure their technical issues are resolved
Verification Support
ADIB
UAE
09.2021 - 01.2022
- Thoroughly scrutinize requested changes to customer data.
- Confirm authenticity of supporting documents and identification.
- Ensure compliance with established security and KYC (Know Your Customer) protocols.
- Verify financial transactions:
- Examine financial transactions to confirm their accuracy and legitimacy.
- Review transaction records and supporting documentation.
- Detect and report any irregular or suspicious activities to prevent fraud.
- Employ proactive measures to identify and mitigate fraudulent activities.
- Investigate and analyze potential fraudulent transactions.
- Collaborate with relevant teams to develop and implement fraud prevention strategies.
Call Centre Representative
ADIB
UAE
03.2019 - 03.2021
- Maintained call center efficiencies, ensuring clear, effective communication with all departments.
- Optimized customer experience by tailoring responses to individual needs.
- Facilitated strategic decision-making by producing accurate, comprehensive end-of-shift reports.
- Handled customer queries first-call resolution, exceeding company target
- Enabled efficient follow-up by accurately recording customer requirements
- Processed complaints professionally, seeking effective, timely solutions for continued customer satisfaction.
- Attended regular product training to enhance customer advice.
Education
Associate of Applied Science - Banking
ADIB LinkedIn Learning
UAE03.2022
Bachelor of Science - Banking And Financial Studies
Sudan Academy For Banking & Financial Sciences
Sudan11.2017
Skills
- Effective Communication skills
- Sales skills
- Empathy
- Active listening
- Problem-solving
- Persuasion
- Adaptability
- Financial customer support
Languages
English
Advanced
C1
Arabic
Bilingual or Proficient (C2)
Timeline
Verification Support
ADIB
09.2021 - 01.2022
Online Customer Support
ADIB
03.2021 - Current
Call Centre Representative
ADIB
03.2019 - 03.2021
Associate of Applied Science - Banking
ADIB LinkedIn Learning
Bachelor of Science - Banking And Financial Studies
Sudan Academy For Banking & Financial Sciences