Organised and dependable Senior Call Center Associate with 4 and half years of experience. Successful at managing multiple priorities with a positive attitude. Willing to take on greater responsibilities to meet team goals.
Hi, I’m
Batool Shabbir
Sharjah,United Arab Emirates
Summary
Overview
4
years of professional experience
4
years of post-secondary education
Work history
Emirates NBDDubai
Senior Call Center Associate
04.2018 - 06.2022
Job overview
- Atending nonstop calls with an average of 80-100 calls per shitt
- Recening in bound calls related to credint Card.Bank Accoumt,Personal Loan,Auto Loans,Priority Banking,Business Banking &Personal Banking
- Receiving &resolving customer complaints (Level 1) assigning to the concemed department (if needed)
- Follow up &resolve pending requests /complaints with all channels to assure prompt action &resolution
- Guiding Customers wth their queries /complaints
- Telemarketing of vald ofters &promotions avallable with the bank
- Bringing new customers to book
- Providing the best customer service to ensure customer sattsfaction
- Gathering feedback on customers'reactions to products
- Upholding code of conduct ðics at all times
- Ensuring the KPrs such as (Avg.Handling Time,Avg.Hold Time &Awg
- Ringing Time)are met an monthly basis as per the call center SLA's
- Shadowing &training new joiners
- Taking the initative to participate in all new projects
- Reporing to the team leader.
Education
Pakistan Islamia Higher Secondary School
l-Com from Intermediate in commerce with the main subjects as Accounting and Commerce.
03.2014 - 04.2016
University overview
Pakistan Islamia Higher Secondary School
Matric from Matric with the main subject as Arts
03.2008 - 04.2010
University overview
Skills
- Customer Service
- Customer Retention
- Time Management
- Complaint Resolution
- Adaptability
- Self-motivated and true team player
- Ability to perform in a multi-task & fast-paced environment
- Excellent communication & resolution skills
- Ability to work under pressure
- Possess interpersonal relationship skills with Clients & Team members
- Calm under pressure
- Problem-solving
Languages
English
Proficient (C2)
Hindi
Fluent
Urdu
Native
Punjabi
Proficient (C2)
Arabic
Beginner
Personal Information
Personal Information
- Place of birth: United Arab Emirates
- Date of birth: 09/08/94
- Gender: Female
- Nationality: Pakistan
- Marital status: Married
Custom
Custom
- Traveling
- Singing
- Listening to music
References
References
References available upon request.Timeline
Senior Call Center Associate
Emirates NBD
04.2018 - 06.2022
Pakistan Islamia Higher Secondary School
l-Com from Intermediate in commerce with the main subjects as Accounting and Commerce.
03.2014 - 04.2016
Pakistan Islamia Higher Secondary School
Matric from Matric with the main subject as Arts
03.2008 - 04.2010