Summary
Overview
Work history
Education
Skills
Training
Accomplishments
Languages
Websites
References
Timeline
Generic

Fatema Abdulla Mohammed AlHadeyya

Umm Al Quawain,United Arab Emirates

Summary

A dedicated professional with expertise in relationship management, communication, and customer service excellence. Adept at developing and sustaining long-term relationships with priority clients by understanding their financial needs and ensuring personalised service. Skilled in compliance and regulatory awareness, problem-solving, negotiation, confidentiality, integrity, and cultural awareness. Committed to providing timely and professional service while handling sensitive financial information with discretion.

Overview

3
3
years of professional experience
4041
4041
years of post-secondary education

Work history

Customer Relationship Officer

Mashreq Bank
Ajman
01.2022 - 01.2024
  • Served as main contact for clients, handling and resolving inquiries, complaints, and escalations for average of 100+ customers daily, ensuring each client felt valued and supported.
  • Maintained up-to-date knowledge on company policies, procedures and offerings for accurate information dissemination to customers.
  • Managed sensitive issues with tact and professionalism, preserving company reputation.
  • Communicated client feedback to leadership teams and identified improvement possibilities.
  • Educated customers about company products, services and special offers.

Personal Banking Advisor

Mashreq Bank
RAK
01.2021 - 01.2022
  • Handled high volumes of inbound and outbound client calls with professionalism, improving customer satisfaction scores.
  • Resolved complex inquiries on accounts, cards, online banking, loans, and other retail banking services, reducing repeat calls.
  • Assisted clients with transaction processing and account updates, ensuring accuracy and timely issue resolution.
  • Educated customers about various banking services and products, increasing their financial literacy.
  • Built strong relationships with customers, fostering loyalty and repeat business.

Education

Enjaz Certificate of Business - Focused on employability skills, business communication, customer service, problem solving, and work

Higher College of Technology
Sharjah

Enjaz Certificate of Business - Focused on employability skills, business communication, customer service, problem solving, and work

Higher College of Technology
Sharjah

Skills

  • Relationship Management – develop, strengthen, and sustain long-term relationships with priority clients by understanding their financial needs, ensuring personalized service, and building trust and loyalty
  • Communication Skills – explain financial products clearly and handle client concerns with confidence
  • Customer Service Excellence – provide personalized, timely, and professional service
  • Compliance & Regulatory Awareness – ensure all interactions follow banking regulations and policies
  • Problem-Solving – resolve client issues quickly and effectively
  • Negotiation Skills – manage client expectations and close high-value deals
  • Confidentiality & Integrity – handle sensitive financial information with trust and discretion
  • Cultural Awareness – adapt to clients from diverse backgrounds

Training

RAK Government Public Services Department 2020 ( one month )

Accomplishments

    Best Customer Relationship Officer Across all Mashreq Branches 2024

Languages

Arabic
Native
English
Fluent

References

References available upon request.

Timeline

Customer Relationship Officer

Mashreq Bank
01.2022 - 01.2024

Personal Banking Advisor

Mashreq Bank
01.2021 - 01.2022

Enjaz Certificate of Business - Focused on employability skills, business communication, customer service, problem solving, and work

Higher College of Technology

Enjaz Certificate of Business - Focused on employability skills, business communication, customer service, problem solving, and work

Higher College of Technology

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Fatema Abdulla Mohammed AlHadeyya