Faisal Shamroz
Abu Dhabi
Summary
Experienced customer experience leader dedicated to driving business growth through transformative strategies, personalized experiences, and cultural change. Proven track record of delivering seamless, omnichannel experiences that exceed customer expectations. Expertise in creating customer-centric approaches that foster loyalty and drive revenue. Skilled in strategic planning, data analysis, and team collaboration, resulting in increased customer satisfaction and improved bottom-line results.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Officer Customer Experience
Al Fardan Exchange LLC
12.2023 - Current
- Administered cash handling and remittance transactions with accuracy and compliance
- Executed foreign currency exchange with precision, adhering to company policies
- Successfully onboarded new customers, ensuring seamless integration and adherence to AML/KYC regulations
- Delivered exceptional customer service, addressing inquiries and resolving issues
- Collaborated with the team to optimize branch operations and achieve service excellence
Assistant Manager
House Building Finance Company Ltd
07.2022 - 11.2023
- Collaborated with team members and various departments to optimize mortgage sales strategies, ensuring compliance with regulatory requirements and AML/KYC protocols
- Conducting thorough customer due diligence and risk assessments
- Implementing robust KYC procedures to prevent financial crime
- Consistently exceeded mortgage sales targets, driving overall team success
- Implemented market analysis-based strategies, increasing mortgage market share
- Enhanced customer engagement and loyalty through personalized solutions, while maintaining a strong focus on compliance and regulatory adherence
Customer Service Officer
Mcb Bank Limited
07.2021 - 07.2022
- Seamless client onboarding experiences, ensuring adherence to AML/KYC regulations and policies
- Rigorous name screening and KYC verification processes, identifying and mitigating potential risks
- Ongoing account management and new account acquisition to drive business growth, while maintaining regulatory compliance
- Resolved customer inquiries promptly to ensure high satisfaction levels and retention
- Facilitated accurate and efficient cash transactions, ensuring compliance with regulatory requirements and industry standards
Phone Banking Officer
Js Bank Limited
10.2020 - 07.2021
- Fostered customer trust through open communication, building sustainable relationships
- Provided accurate and complete information using effective methods and tools
- Consistently exceeded personal and customer service targets
- Efficiently handled customer complaints by offering timely solutions and ensuring resolution
Gold Finance Executive
Js Bank Limited
10.2018 - 04.2019
- Achieved targets and optimized portfolio performance by providing customer service for assets and liabilities
- Executed cross-selling strategies and collaborated with CAD
- Ensured compliance with TA guidelines
Loan Officer
Khushhali Microfinance Bank Limited
05.2017 - 10.2018
- Led product marketing, sales, client servicing, loan booking, and document processing for prompt loan delivery and repayment
- Managed portfolio information, quality, growth, compliance, and service quality
Education
M. Com -
University Of Sargodha
06.2018
B. Com -
University Of Punjab
10.2014
Skills
- Customer Service
- Teamwork
- Cash management
- Anti-money laundering
- Compliance procedures
Certification
- Certified Anti-Money Laundering Specialist (CAMS)
- Anti Money Laundering Specialist - ACAMS
Hobbies and Interests
- Social media
- Sports
Timeline
Officer Customer Experience
Al Fardan Exchange LLC
12.2023 - Current
Assistant Manager
House Building Finance Company Ltd
07.2022 - 11.2023
Customer Service Officer
Mcb Bank Limited
07.2021 - 07.2022
Phone Banking Officer
Js Bank Limited
10.2020 - 07.2021
Gold Finance Executive
Js Bank Limited
10.2018 - 04.2019
Loan Officer
Khushhali Microfinance Bank Limited
05.2017 - 10.2018
M. Com -
University Of Sargodha
B. Com -
University Of Punjab