Hina Parveen
CUSTOMER SERVICE
Abu Dhabi,AZ
Summary
Customer-focused banking professional with 8 years of UAE banking experience across customer service, personal lending and business banking. Experienced in handling customer enquiries, resolving service issues, processing applications, documentation, follow-ups and coordinating with internal teams. Strong communication, relationship management and problem-solving skills, with hands-on experience in banking systems and CRM tools. Seeking Customer Service, Customer Support, Call Centre, Banking Operations or Back Office opportunities. Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.
Overview
3
3
Languages
15
15
years of professional experience
Work History
Sales Executive/Customer Service& Banking Support
Emirates NBD Bank
Abu dhabi, UAE
06.2024 - Current
- Managed a portfolio of personal loans, monitoring repayment progress and proactively addressing delinquencies.
- Coordinated closely with underwriters to ensure accurate documentation and expedited processing times for each application.
- Provided exceptional customer service, addressing client inquiries and concerns promptly and professionally.
- Improved loan approval rates by conducting thorough applicant evaluations and credit assessments.
- Identified opportunities to cross-sell and upsell loan products to customers.
- Approved loan applications based on customer creditworthiness and provided detailed financial advice.
- Evaluated loan requests and documents to verify accuracy and completeness.
- Processed loan applications and monitored progress from start to finish.
- Assessed loan portfolios for compliance with underwriting policies.
- Supervised loan personnel and motivated to maintain customer service and performance standards.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Provided product information and guidance, enhancing customer satisfaction and loyalty.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained files, records, and chronologies of entry activities.
- Managed and organized documents for data entry tasks.
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence, and creating reports.
Relationship Officer
RAKBANK
Dubai, UAE
03.2022 - Current
- Retained and grew portfolio of relationships by performing proactive, mobile and value-adding partnership role.
- Monitored, followed-up and escalated cases to meet customer response commitments.
- Know about customer’s business how they will generate their business’s ,make KYC according to the customer’s business .
- Liaised with clients by phone, email and text messaging to meet client needs and define expectations.
- Facilitated meeting and discussions between clients, sales and delivery
- Maintained and built close relationships with customers through regular contact and visits.
- Utilized IBPS and RACK-TRACK CRM applications for recording and tracking client interactions.
- Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
- Achieved goals for sale of bank products and services and exceeded performance metrics for customer service.
- Created and maintained databases to track customer discussions and preferences for accurate, updated records.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Maintained knowledge on banking products and distribution to provide optimal service support.
- Met with customers to assess needs and propose customized solutions.
- Facilitated meetings and discussions between clients, sales and delivery teams.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
SR. Corporation Manager
HDFC LIFE L.t, HDFC BANK
Moradabad, U.P.
12.2020 - 12.2021
- Sales: Accept leads generated from in-branch lead generators as well as warm leads provided by the bank from the database as well as generate own leads
- Make appointments, explore the customer’s financial needs in life-related investment and insurance needs areas, select appropriate product to meet these needs from the company’s product range, gain customer agreement to purchase, accurately complete sales documentation
- Sales completion process: Responsible for sales completion by facilitating completion of medical reports & ensuring prompt issue of policy document
- New markets/segments: Explore opportunities to develop new markets/ segments in line with company sales strategy from time to time
- Customer Relationship Management: Arrange meetings of banks branch managers & staff with existing clients at least once a year, acknowledging birthdays & anniversaries to review their financial circumstances & life insurance needs as well as to obtain referrals to further prospects
- After Sales Service: Accept & follow up on suggestions, request & complaints received from clients, ensure claim requests are serviced
- Supporting colleagues & bank sales team: Support other Relationship Managers and the bank sales team where requested by the sales manager by coaching them in company knowledge, products, services & selling skills, accompanying them on client visits & modelling relevant behaviour.
Customer care service
HDFC Bank Ltd
Moradabad, U.P.
02.2020 - 09.2020
- Responsible for developing new business and following up with existing clients
- Also in charge of looking to bring opportunities and for managing the full negotiation and close process with clients from start to finish
- Duties :
- Attending to customer queries promptly and thus contributing to effective management of grade of service
- Sell consumer financial products such as Open Saving , Current , NRI Account
- Personal Loan , Home Loan , Auto Loan and Investment Products
- Ensure that sales target are meet or exceeded
- Handling all HNI customer queries and cross selling new bank products to account holders
- Maintain updated knowledge of company management products , processes and policies
- Perform an extra due diligence while gathering applications and ensure that bank’s standard operating procedures are properly implemented to avoid any conflicts.
Customer care service/ hr asiss
Winsome International
Moradabad, U.P.
02.2019 - 01.2020
- I provide customer service to customer about our products or any other queries they may have
- My responsibility include :
- Generating new packaging products in response to briefs
- Ensure about packaging products meet set requirements and specifications
- Producing samples to try out different materials and design
- Liaising with marketing, purchasing and production staff
- Running trials to check packaging for suitability and testing for performance under various conditions.
- Worked well in a team setting, providing support and guidance.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Organized and detail-oriented with a strong work ethic.
- Developed and maintained courteous and effective working relationships.
- Proven ability to learn quickly and adapt to new situations.
Documentation Coordinator
Affan Global Logistics Inc
Moradabad, U.P.
03.2017 - 02.2019
- I worked as a Documentation Coordinator which includes maintaining of files , drafting , communication with clients and negotiating with clients
- Process Commercial Invoice documents by validating data integrity and accuracy
- Communicate with appropriate internal/external customers , including trading desks , loading facilities, freight forwarders
- Insure timely processing of export and import shipment
- VGM , BL , GSP Invoice Packing , maintain daily status report commination with buyer by mail , maintain files and register online check rail out detail.
H.R. Assistant
Royal Pressing & Components Kashipur
07.2011 - 08.2013
- I work as H.R
- Assistant which includes arranging meetings , status report , audit arrangement , record of training sheet maintain
- Compile and update employee records ( hard and soft copies )
- Deal with employee request regarding human resource issues , rules and regulations
- Process documentation and prepare reports related to personal activities ( staffing recruitment , training , grievances , performance evaluation )
Education
PGDM / MBA -
07.2017 - 1 2020
Skills
Relationship building and management
Business relationship cultivation
Client Relationships
Product knowledge
Service support
Customer Service & Customer Support
Customer Query & Complaint Resolution
Banking Operations & Back Office Support
Customer Relationship Management
CRM & Banking Systems
Loan Application Processing
Award
Best employee of the month in March and April 2023 (Rakbank)
Best product seller ( wilsome)
Best employee of the year ( AFFAN global inc)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Sales Executive/Customer Service& Banking Support - Emirates NBD Bank
06.2024 - Current
Relationship Officer - RAKBANK
03.2022 - Current
SR. Corporation Manager - HDFC LIFE L.t, HDFC BANK
12.2020 - 12.2021
Customer care service - HDFC Bank Ltd
02.2020 - 09.2020
Customer care service/ hr asiss - Winsome International
02.2019 - 01.2020
Sikkim Manipal University (SIKKIM) - PGDM / MBA,
07.2017 - 1 2020
Documentation Coordinator - Affan Global Logistics Inc
03.2017 - 02.2019
H.R. Assistant - Royal Pressing & Components Kashipur
07.2011 - 08.2013