Ghalya Alshehhi
ABU DHABI
Summary
Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
4
4
years of professional experience
Work History
Customer Service Manager
MASHREQ BANK
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Awareness of all policies relating to operational risk.
- Recommend improvements in processes / procedures to ensure best service levels.
- Review of reconciliation proofs for daily control as well as surprise audit proofing.
- Approvals for daily transactions for remittances and other products, drafts, telegraphic transfers, cashier’s orders, checkbooks, currency exchange where called in for procedures, as well as for transactions exceeding specified Teller limits.
- Identify and report all exceptions on non-compliance with standard control .
- Able to detect any suspicious transactions, Money laundering, forgeries.
Senior Counter Services Specialist
MASHREQ BANK
- Chq withdrew .
- Cash withdrew .
- Chq and cash deposit.
- Manager chq.
- Transfer.
Customer Services Office
MASHREQ BANK
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
E-guarantee
MASHREQ BANK
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Refund Bank Guarantee
- get legal approval.
- print deily report.
- Worked effectively in fast-paced environments.
- Managed time efficiently in order to complete all tasks within deadlines.
Customer Relations Officer
MASHREQ BANK
- Made customers aware of current and new programs and services.
- Liaised between customers and organization with particular focus on working with sales department.
- Created activities and engagements to enhance customer experience, knowledge and patronage.
- Assisted with conflict resolution during partnership negotiations and acquisitions.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded to customer requests for products, services, and company information.
Quality Call Consultant
RAK BANK
01.2014 - 04.2015
- Dealing with customer enquiries face to face, over the phone or via email .
- Evaluating and measuring customer satisfaction and other performance outcomes along with call center agents.
- Contacting prospective customers and discussing their loan requirements.
- Planning and organizing the day to ensure all opportunities are maximized.
- Responsible for personal and auto loan, and credit card application submission.
- Providing reliable, accurate analysis within call Centre.
- Providing measurement, and guidance for skill development.
Call Center Agent
RAK BANK
06.2011 - 01.2014
- Answer calls and respond to emails.
- Handle customer inquiries both telephonically and by email as first level.
- Customer complain handling and escalate whenever required.
- Provide customers information about products, services and promotions.
- Log all customers details, register new customers and update existing customers detail.
- Process orders, forms and applications.
- Identify and escalate priority issues.
- Route calls to appropriate resource.
- Follow up customer calls where necessary.
Education
High School Diploma -
ADVETI
ABU DHABISkills
- Coordinate Events
- Fire Safety Regulations
- Contract Law
- Financial Forecasting
- High Customer Service Standards Adherence
- Quality Assurance Controls
- Staff Management
- Leading Team Meetings
Timeline
Quality Call Consultant
RAK BANK
01.2014 - 04.2015
Call Center Agent
RAK BANK
06.2011 - 01.2014
Customer Service Manager
MASHREQ BANK
Senior Counter Services Specialist
MASHREQ BANK
Customer Services Office
MASHREQ BANK
E-guarantee
MASHREQ BANK
Customer Relations Officer
MASHREQ BANK
High School Diploma -
ADVETI
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