Summary
Overview
Work history
Education
Skills
Certification
Languages
Timeline
Generic
HAMDA SALIM JUMA

HAMDA SALIM JUMA

UAE

Summary

Hardworking, highly motivated professional eager to lend combined knowledge and skills to enhance business performance. Operates well in both individual and team capacities, leveraging seasoned work ethic to quickly adapt to different processes and drive company objectives. Resourceful and results-driven with a passion for growth and efficiency to meet company needs and increase service value.

Overview

9
9
years of professional experience
1
1
Certification

Work history

Excellency Center customer service

ADCB
Abu Dhabi, Uae
07.2024 - Current
  • Delivered exceptional service by handling complex enquiries promptly and professionally.
  • Cultivated a supportive work environment, promoting teamwork amongst colleagues.
  • Audited calls and service levels to maintain high standards.
  • Improved customer satisfaction ratings through responsive query resolution.
  • Followed up customer queries to check provided solutions met expectations.
  • Coordinated with other departments for efficient problem resolution.
  • Prepared letters, information sheets and order documentation and distributed to clients.
  • Maintained up-to-date client records in database systems.
  • Recorded customer interactions, providing valuable data for management review.

Customer Onboarding Analyst

ADIB Securities
07.2022 - 12.2024
  • Checking and approving all documents and account information for trading accounts
  • Checking and approving all KYC for existing customers
  • Direct debits approvals
  • Supervising a team of four
  • Approving all updates of clients requests

Onboarding Checker

ADIB
07.2022 - 07.2023
  • Supported new staff with planning, prioritizing and achieving job requirements for improved efficiency
  • Set up new starters on software systems and demonstrated use, function and benefits
  • Anticipated new starter needs and worked responsively to maximize training outcomes
  • Onboarded staff with appropriate training, coaching and mentoring to maximise potential
  • Answered frequently asked questions from applicants and employees about standard policies, benefits and other HR related processes
  • Coordinated employee exit interviews and paperwork
  • Screening resumes
  • Gathering feedback and complaints

Onboarding Specialist

ADIB
12.2018 - 07.2022
  • Hiring overseas candidates and arranging visa, medical and paperwork
  • Approving and handling all expenses on new candidates
  • Creating new staff IDs and software's for candidates
  • Followed up with candidates via phone and email to assist in completing onboarding tasks before given deadlines
  • Issued background checks and drug screens to new hires to verify authorization to work

Complaints Handler

DIB
05.2017 - 12.2018
  • Assisted customers with varying questions using product knowledge and service expertise
  • Handled customer complaints, providing appropriate solutions to guarantee positive outcomes
  • Answered customer telephone calls promptly and improved on-hold wait times
  • Consistently achieved service rating targets, managing customer enquiries with personalized care and attention
  • Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns
  • Participated in regular training to maintain up-to-date knowledge on company products and policies
  • Boosted monthly sales revenue by skillfully promoting diverse product and service options
  • Upsold new products and accessories to customers, capturing significant increases in add-on sales
  • Maintained excellent working relations with numerous external clients, providing timely quotes and shipping information
  • Assisted customers with additional retail services, including alterations, special orders and item loans
  • Addressed customers courteously using suitable methods and problem-solving skills

Customer Service Representative

12.2015 - 08.2016
  • Identified complaint trends and patterns to report to supervisors and guide changes
  • Served as first line of contact for customers filing complaints
  • Used time-management skills to minimize complaint lifecycle and meet regulatory timelines
  • Owned end-to-end complaint handling and resolution in line with established procedures
  • De-escalated aggressive behavior using effective conflict resolution techniques
  • Identified root causes of complaints through effective questioning
  • Offered personable and helpful service to exceed customer expectations and reach positive conclusion
  • Responded to customer feedback within target timescales
  • Expressed care, patience and empathy when handling customer interactions for personalized experience
  • Managed high-volume customer queries simultaneously through effective multitasking
  • Communicated customer feedback through appropriate channels to help fuel continuous improvement

Education

Mass Communication - undefined

HCT
SHARJAH

Skills

  • Computer knowledge (Word, Excel, Outlook)
  • Initiative
  • Integrity
  • Ability to adapt to a changing work
  • Ability to perform multiple tasks simultaneously
  • Attention to detail
  • Ability to work under pressure
  • Ability to resolve conflicts and complaints
  • Team Work

Certification

Harvard Business Publishing

Languages

English
Advanced
C1
Arabic
Upper intermediate
B2
Russian
Beginner
A1

Timeline

Excellency Center customer service

ADCB
07.2024 - Current

Customer Onboarding Analyst

ADIB Securities
07.2022 - 12.2024

Onboarding Checker

ADIB
07.2022 - 07.2023

Onboarding Specialist

ADIB
12.2018 - 07.2022

Complaints Handler

DIB
05.2017 - 12.2018

Customer Service Representative

12.2015 - 08.2016

Mass Communication - undefined

HCT

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HAMDA SALIM JUMA