Gulam Abbas Ahmed
Dubai - UAE
Summary
Seeking an opportunity to apply my extensive experience in customer service, operations, and sales, along with my expertise in team development, to help accomplish the goals of both the organization and personal objectives. Experienced Office Executive with history of managing administrative tasks and supporting senior management. Possess practical knowledge in streamlining office procedures, improving efficiency, and implementing cost-saving strategies. Known for strong communication skills and ability to handle multiple projects simultaneously. Previous work has made significant impact on overall productivity by enhancing operational processes.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Middle Office Executive
GTN Financial Services
Dubai
09.2024 - Current
- Effectively communicating with clients to obtain the necessary information and documentation for onboarding processes.
- Checking and maintaining records of KYC documentation.
- Addressing client inquiries, concerns, and requests in a timely and professional manner.
Ensuring a positive client experience throughout the onboarding journey. - Coordinate with a team of KYC/CDD reviewing staff, providing guidance and support.
- Conduct regular training sessions to enhance the team's knowledge and skills.
- Monitoring team performance, ensuring quality and efficiency in client onboarding processes.
- Collaborate with internal stakeholders, including Compliance, Legal, Relationship Managers and Operations teams, to streamline onboarding processes.
- Foster positive relationships with external stakeholders, such as regulatory bodies and third-party service providers.Compliance Oversight:
- Stay updated on regulatory changes and ensure the onboarding processes align with current industry standards.
- Liaise with Compliance departments to implement and enforce compliance policies and procedures to mitigate risks. Conduct periodic reviews to ensure ongoing compliance with KYC/CDD requirements.
- Ensure all reporting is completed within the turnaround time provided.
Retail Banking Executive
Emirates Islamic Bank
09.2023 - 06.2024
- Acquiring new customers, initiating account opening, offering personal loan/finance, and credit cards.
- Delivered exceptional customer service by efficiently addressing issues, queries and providing solutions.
- Meeting with customers to obtain all necessary signed paperwork and to help them complete the required documents for application processing.
- Managed and cultivated important and high-net-worth accounts, ensuring top-notch service delivery, and building lasting customer loyalty.
- Attaining personal target while supporting the team in achieving the monthly target set for them.
- Producing leads for cross-selling home and auto loan/finance and passing them on to the relevant sales team.
- Thoroughly reviewing and authenticating documents in compliance with bank protocols, managing KYC documentation, enforcing sanctions, and adhering to regulatory standards for restricted nationalities.
- Facilitated cross-departmental cooperation to improve the processing of applications and boost operational effectiveness.
- Offered essential support to the team conducting multiple bank visits to ensure smooth completion of buyout and settlement transactions.
- Carrying out CPV (Contact Point Verification) calls for the submitted application and conducting Employer Call or Email Verification (ECEV) to authenticate the submitted documents before proceeding with the disbursement of the loan/finance and approval of credit cards.
Associate- Customer Service & Sales
Abu Dhabi Commercial Bank
04.2014 - 10.2022
- Provided outstanding customer service by effectively resolving issues, answering inquiries, and handling complaints through various communication channels such as inbound/outbound calls, emails, live chat support, social media, online and mobile banking.
- Successfully onboarded new customers, facilitated account setups, processed credit cards, personal and auto loans applications.
- Achieved and surpassed monthly sales goals for cross-selling of Credit Card Loans, Balance Transfers, Personal Payment Plans and Credit Shield Insurance on a regular basis.
- Ensured adherence by meticulously examining customer KYC documents, income proofs, and processing requests for enhancements in credit card limits, additional or supplementary cards, and extensions on personal loans.
- Improved customer satisfaction through the implementation of onboarding experience surveys for Retail and Privilege Banking customers, delivering valuable feedback to management regularly.
- Played a key role in identifying fraud and preventing fraudulent activities, liaising with the fraud monitoring team to mitigate risks, and educating customers on information security.
- Addressed issues related to remittance and payments, resulting in delays caused by incorrect information input, bank holidays, outdated KYC, technical difficulties, or potentially fraudulent activity.
- Managed a team of 10-12 employees for more than 4 years, supervising day-to-day activities, preparing performance reports, and sharing findings with the MIS team.
- Evaluate recorded calls and chat logs, deliver timely feedback and input to team members to improve call quality scores and achieve KPI targets.
- Managed and supervised post-sales service branches in Dubai and Sharjah, assisted employees in greeting and orienting new and current clients, and handled immediate issues.
Senior Associate- Operations and Sales
TECH MAHINDRA
11.2011 - 04.2013
- Overseeing the customer base for Verizon USA, which encompasses both current and prospective clients.
- Effectively managed Level 2 escalations for both B2C and B2B clientele, ensuring resolutions that enhance customer service experience and foster customer retention.
- Attain a remarkable customer resolution rate (CRR) by delivering exceptional customer service and implementing effective issue management strategies.
- Provide extensive guidance to the team, coaching them on product features and services, improving team performance, and aiding in achieving sales targets.
- Perform a call calibration session with the team to assess everyone’s comprehension of the process and product.
- Prepare a weekly schedule and generate management information system (MIS) reports for the team.
Senior Associate- Customer Service & Sales
WIPRO BPO
09.2007 - 10.2008
- Provided support to B2B and B2C clients for HP computers, effectively promoting a wide array of hardware and software solutions.
- Onboarding new clients and managing the existing portfolio, fostering robust customer relationships to facilitate seamless sales operations.
- Demonstrated expertise in resolving technical issues related to desktops, laptop, routers, and printers.
- Consistently met and surpassed monthly and quarterly sales targets through strategic planning and execution.
- Enhanced customer satisfaction through implementation of Net Promoter Score (NPS) and proficiently overseeing order processing and addressing issues related to dispatch, delivery, or technical matters.
Education
Master of Business Administration -
Jahnavi Institute of Technology and Management
01.2012
Skills
- Microsoft Office
- SaaS
- ERP
- CRM
- Siebel
- Finnone
- Finnacle
- Teamwork
- Communication Skills
- Flexibility
Certification
- Certified Islamic Banking Executive
- Sandler’s Sales Training
Hobbies and Interests
- Playing cricket
- Volleyball
Disclaimer
I hereby declare that the information furnished above is true to the best of my knowledge.
Languages
- English
- Hindi
- Urdu
- Telugu
Personal Information
- Passport Number: W6124137
- Father's Name: Ahmed Hussain
- Blood Group: A +ve
- Date of Birth: 06/02/89
- Nationality: Indian
- Marital Status: Married
Timeline
Middle Office Executive
GTN Financial Services
09.2024 - Current
Retail Banking Executive
Emirates Islamic Bank
09.2023 - 06.2024
Associate- Customer Service & Sales
Abu Dhabi Commercial Bank
04.2014 - 10.2022
Senior Associate- Operations and Sales
TECH MAHINDRA
11.2011 - 04.2013
Senior Associate- Customer Service & Sales
WIPRO BPO
09.2007 - 10.2008
Master of Business Administration -
Jahnavi Institute of Technology and Management
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