LAILA ALLY LAAY
Dubai,United Arab Emirates
Summary
Customer service professional dedicated to effective team management and customer satisfaction.
Overview
4
4
years of professional experience
Work history
Client Service Officer
CRDB Bank Plc
Dar es salaam, Tanzania
07.2018 - 12.2022
- A seasoned banker with a vast experience in the banking and financial sector and half decade working in CRDB Bank Plc which is the second largest bank in Tanzania
- Equipped with excellent communication, presentation, and consultative skills from the various roles held
- Talented in gathering, analyzing, and defining business requirements to understand operations, needs and expectations of a customer
- Holds a BA in Mass Communication majored in Public Relations and currently pursuing a master's in strategic and Digital Marketing
- Participating on the revenue growth of the bank by ensuring customers are well served and all queries are responded in a timely manner as guided by the bank policy
- Successfully handling service and sales enquiries for the clients to ensure smooth business operation Effectively multilingual to better handle all inbound and outbound calls for all Corporate and Commercial Clients Strategically created solutions for clients by using various bank capabilities
- Improving and maintaining the Bank's No 1 position in quality services and ensure that Group and other Business service levels agreed for various services are met
- Working as a communication channel for all and commercial banking clients on the franchise projects such as automation of audit confirmation
- Effectively used the CRM and Sales force and query tracker to increase bank`s revenue by ensuring customer satisfaction
- Worked hand on hand with stakeholder to ensure the clients are well served
- Executing service requests on a timely manner through branch channels, emails, and service lines
- Logging of service statistics, complaints, enquiries, customer surveys, and product promotions all accurately into the system and ensuring closure
- Executing monthly client calls to ensure the service is up to standard as per the franchise policy.
- Evaluated overall company state, identifying areas of success and opportunities to improve business processes.
- Kept up-to-date with internal and external competition from similar local and national companies.
- Created business strategies to take advantage of company growth opportunities.
- Determined methods of reducing costs, increasing revenues and improving overall company performance.
- Increased company profitability by contributing to sales strategy and execution.
- Directed work of assistant vice-presidents, managers and other senior leaders.
- Oversaw various departments to achieve specific goals each year.
- Identified expansion opportunities into new customer groups, markets and industry developments.
- Represented organisation at relevant conferences, meetings and trade shows.
Education
Master's - strategic and Digital Marketing
De Montfort University
Bachelor of Communication - Public Relations
HELP University
2018
Skills
- Interpersonal and written communication skills
- Interpretation of financial statements and risk analysis
- Strategic Financial Planning and business development
- Customer relationship management
- Experience with payments and transactions
- Ability to multitask and effectively prioritize
- Critical thinker and a proactive individual
- Excellent Microsoft skills
- Relationship building
- Sales team supervision
- Closing strategies
- Integrative negotiation
- Revenue growth
- Brand management
- Corporate presentations
- Targeted marketing
Additional Information
- Interests TED Talks and The Lion's Den Show
Languages
English
Fluent
Swahili
Fluent
Accomplishments
- Collaborated with team of Digital Banking in the development of CRDB Internet Banking and Sim Banking.
- Collaborated with team of Card Service in the Launch of CRDB Mastercard Credit Cards
Timeline
Client Service Officer
CRDB Bank Plc
07.2018 - 12.2022
Master's - strategic and Digital Marketing
De Montfort University
Bachelor of Communication - Public Relations
HELP University
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