Amna AL Shehhe
Dubai,
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
11
11
years of professional experience
1
1
Certification
Work History
AVP Quality Assurance
Bank FAB
08.2023 - Current
- Promoted and led performance enhancement culture by actively coaching and mentoring direct reports.
- Leading the quality of performance of Contact Centre - BDU agent.
- Handling the workflow which includes analytical procedure for Quality Assurance (QA) in the call's evaluation process.
- Identify training gaps, coaching and recommending areas that needs improvements.
- Communicated business concepts and expected functional behavior to developers and other stakeholders.
- Developed and implemented new strategies and policies to establish long-term business objectives and provide strong and sustainable organizational leadership.
- Directed market expansions to propel business forward, meet changing customer needs.
- Developed and implemented new strategies and policies in collaboration with executive partners to establish and achieve long-term business objectives, providing company with strong and sustainable organizational leadership.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Assistant Manager, Regional GTRF Quality Assurance
HSBC
06.2017 - 07.2023
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Monitored security to protect employees, customers and property.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Loan Processing Officer
Emirates Development Bank
02.2015 - 06.2017
- Developed and maintained relationships with customers, government sector communication, lenders and other third parties.
- Monitored pipelines to track and log status of loans.
- Established plans and payoffs for customers' loans, prioritizing control of overall costs.
- Assessed loan portfolios for compliance with underwriting policies.
Customer Service Representative- Teller
ADCB
12.2012 - 02.2014
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Developed and updated databases to handle customer data.
- Implemented and developed customer service training processes.
Education
MBA - MBA in Human Resources And Training Development
Universiti Pendidikan Sultan Idris (UPSI)
Malaysia09.2023
Bachelor of Human Resource - HR
AL Jazeera University
Dubai06.2019
High School Diploma -
RSS
Dubai07.2012
Skills
- Performance Improvement
- Program Oversight
- Growth Planning
- Business Development
- Business Planning
- Operational Management
- Strategic Planning
- Program Management
- Business Administration
Certification
- Emirates Institute for Banking and financial studies: on Building and Leading High Performance Team, and Leading Emotional Intelligence.
- Critical Cinema Institute: Cyber Star for Business Level.
- AETC Training and Development: professional Certified Trainer.
Languages
English
Bilingual or Proficient (C2)
Arabic
Bilingual or Proficient (C2)
Timeline
AVP Quality Assurance
Bank FAB
08.2023 - Current
Assistant Manager, Regional GTRF Quality Assurance
HSBC
06.2017 - 07.2023
Loan Processing Officer
Emirates Development Bank
02.2015 - 06.2017
Customer Service Representative- Teller
ADCB
12.2012 - 02.2014
MBA - MBA in Human Resources And Training Development
Universiti Pendidikan Sultan Idris (UPSI)
Bachelor of Human Resource - HR
AL Jazeera University
High School Diploma -
RSS
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