FATMA AIDAROUSS
Sharjah
Summary
Experienced Senior Digital Teller with over 9 years of banking experience in the UAE, working with leading banks including Emirates NBD (ENBD), Emirates Islamic (EI), and ADIB. Specialized in digital teller systems, financial transactions, and delivering exceptional customer service. Proven expertise in transaction processing, CRM management, staff mentoring, and driving process improvements. Adept at adapting to digital platforms and enhancing operational efficiency. Seeking a team leadership role to leverage skills in advancing service excellence and operational performance.
Overview
11
11
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work history
Senior Digital Teller
Emirates NBD (ENBD)
Dubai
04.2019 - 06.2025
- Handled cheque clearing and digital transaction postings (debit/credit) via ITM systems with high accuracy.
- Performed daily end-of-day (EOD) balancing with zero discrepancies, ensuring financial integrity.
- Verified transactions as Maker/Checker for validation and accuracy.
- Verified customer signatures and identification; managed service requests through CRM tools.
- Mentored and trained new staff through On-the-Job Training programs.
- Proposed and implemented an EOD checklist, reducing closing time.
- Supported ITM troubleshooting efforts, minimizing downtime and improving workflow.
Customer Service Representative
Emirates NBD (ENBD)
Dubai
04.2017 - 04.2019
- Handled inbound inquiries related to accounts, products, and services in a high-volume environment.
- Resolved customer complaints, lost & found issues, and service requests efficiently.
- Processed service requests including account updates, card replacements, and loan applications.
- Assisted customers with product information and advised on banking solutions.
- Escalated complex issues to higher departments for swift resolution.
- Received consistent top-tier performance ratings in monthly evaluations.
- Served as backup for Priority Banking support; coached new agents during onboarding.
- Encouraged cross-selling opportunities while addressing customer needs.
Telecaller – Customer Support
ABID Merchant Acquiring Services / OMA Company
Sharjah
06.2015 - 02.2017
- Provided tele-support for ADIB POS machine users and merchant queries.
- Educated clients on device handling, software updates, and basic troubleshooting.
- Coordinated with technical teams to resolve hardware and software issues remotely.
- Followed up with merchants to ensure service satisfaction and issue resolution.
- Assisted with merchant onboarding by explaining service features and benefits.
- Managed documentation and logs for support calls and case tracking.
Teller / Customer Service Representative
El Nilein Bank
Khartoum
01.2014 - 01.2015
- Delivered teller services including cash handling, deposits, withdrawals, and payments.
- Provided front-desk customer support, greeting and assisting clients efficiently.
- Processed loan applications and insurance policy enrollments.
- Assisted customers with account inquiries, balance checks, and transaction disputes.
- Promoted bank products and services to new and existing clients.
- Handled currency exchange and maintained cash drawer accuracy.
- Ensured compliance with banking policies, regulations, and security procedures.
Education
Master of Business Administration (MBA) -
Geneva Business School
Switzerland - Geneva 12.2019 - 02.2021
Bachelor’s Degree - Banking and Finance
Sudan Academy for Banking and Financial Science
Sudan 12.2009 - 12.2013
Skills
- Proficient in Digital Teller Systems (ITM) and Financial Transaction Processing
- Expertise in Customer Relationship Management (CRM) and Service Request Coordination
- Strong Competence in End-of-Day (EOD) Reconciliation and Financial Accuracy
- Exceptional Customer Service and Complex Complaint Resolution
- Experienced in Staff Training, Mentorship, and Team Development
- Skilled in Process Optimization and Operational Efficiency Improvements
- Adaptable with Excellent Time Management and Multitasking Abilities
- Advanced User of Microsoft Office Suite and Banking Software Applications
Certification
- Certified Management Accountant (CMA) Part 1
- Diploma in Electronic Accounting
- Diploma in Computer Science
- Certificate in High Impact Leadership, Trove School of Business, London, 05/01/19
Languages
Arabic
English
Korean
Personal Information
- Date of birth: 07/30/93
- Nationality: Sudanese
Timeline
Master of Business Administration (MBA) -
Geneva Business School
12.2019 - 02.2021
Senior Digital Teller
Emirates NBD (ENBD)
04.2019 - 06.2025
Customer Service Representative
Emirates NBD (ENBD)
04.2017 - 04.2019
Telecaller – Customer Support
ABID Merchant Acquiring Services / OMA Company
06.2015 - 02.2017
Teller / Customer Service Representative
El Nilein Bank
01.2014 - 01.2015
Bachelor’s Degree - Banking and Finance
Sudan Academy for Banking and Financial Science
12.2009 - 12.2013
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