Amr Shoukat Ali Baloch
Dubai,UAE
Summary
Accomplished professional with expertise in Customer Relationship Management and Retail Banking Operations, adept at Complaint Resolution and Cross-Selling & Upselling. Demonstrates comprehensive Financial Products Knowledge and proficiency in KYC & AML Compliance, ensuring adherence to regulatory standards. Skilled in Core Banking Systems, Call Handling & Queue Management, and Data Entry & Documentation, complemented by strong Problem-Solving & Communication Skills. Proficient in Microsoft Office & Banking Software, recognised as a Collaborative Professional with a team-oriented approach.
Focused Customer Service Representative skilled in customer relationship development and sales. Providing unsurpassed support to demanding customers with a passion for consistently improving numbers, enhancing knowledge and exceeding expectations.
Overview
1
1
year of professional experience
Work history
Customer service representative
Emirates NBD Global Services
Dubai, UAE
10.2024 - Current
- Delivered exceptional front-line customer service in a fast-paced retail banking environment.
- Handled customer inquiries related to accounts, credit cards, loans, online banking, and other financial products.
- Processed daily banking transactions including deposits, withdrawals, remittances, and account updates in compliance with banking policies.
- Resolved customer complaints efficiently, ensuring high levels of customer satisfaction and retention.
- Promoted and cross-sold banking products such as credit cards, personal loans, insurance, and digital banking solutions to achieve sales targets.
- Performed KYC (Know Your Customer) verification and ensured full compliance with AML (Anti-Money Laundering) regulations.
- Maintained accurate documentation and updated customer records in core banking systems.
- Assisted customers with online and mobile banking activation and troubleshooting.
- Coordinated with internal departments to escalate and resolve complex customer issues.
- Managed high-volume inbound and outbound calls while maintaining service quality standards.
- Ensured adherence to UAE Central Bank regulations and internal compliance policies.
- Supported branch operations and contributed to achieving monthly performance KPIs.
Education
High School Diploma - As level
Arab Unity School
DubaiSkills
- Customer Relationship Management (CRM)
- Retail Banking Operations
- Complaint Resolution
- Cross-Selling & Upselling
- Financial Products Knowledge
- KYC & AML Compliance
- Core Banking Systems
- Call Handling & Queue Management
- Data Entry & Documentation
- Problem-Solving & Communication Skills
- Microsoft Office & Banking Software
- Collaborative Professional
- Team-Oriented
Languages
English
Native
Urdu
Native
Hindi
Native
Accomplishments
Received a Certificate of Appreciation in the third quarter of 2025 in recognition of outstanding performance, dedication to customer service excellence, and consistent contribution toward achieving team and organizational goals.
References
References available upon request.
Timeline
Customer service representative
Emirates NBD Global Services
10.2024 - Current
High School Diploma - As level
Arab Unity School