LUBNA KHADER SHERIFF
Abu Dhabi
Summary
CAREER SUMMARY Professional with more than 7 years’ experience in banking Industry. Self-motivated, quality focused looking for a position in which I can drive results through listening and understanding business and technology needs and always searching for continuous improvement. CORE PROFICIENCIES Service Request Management Attention to Detail Customer Service Incident Management Process Analysis Stakeholder Communications Communication Ticket Trend Analysis Handling E-Mails Answering Calls ServiceNow Teamwork HP Service Manager Multi-Tasking Monitoring ACHIEVEMENTS Was recognized and rewarded for being the best agent and to extend the business and customer support. Top in the customer satisfaction survey.
Overview
8
8
years of professional experience
7
7
years of post-secondary education
Work History
Customer Service Officer
First Abu Dhabi Bank
08.2015 - Current
- Providing service to the customers by answering their queries and handling the sensitive customer data following the protocols and standards of the organization
- Handling cases of fraudulent transactions and aiding in determining the root cause for the information breach
- Timely reporting of any cases of unusual transactions with customers to assist in avoiding potential financial loss
- Assisting customers with any technical issues experienced with the online banking and mobile application of the bank and escalate any issues to the management appropriately
- Meeting quality assurance requirements and other KPI metrics
- Consistently improve customer experience through expert resolution of conflicts, issues and concerns.
Service Desk Analyst
SunTec Business Solutions
02.2013 - 06.2013
- Provide the required technical and application support to bank users
- Oversee 100% of the requests, incidents and problems
- Providing data and reporting of KPI’s and trends to IT department
- Communicate and document the support issues and escalating to the appropriate IT staff when necessary
- Take overall responsibility of incident management and request fulfillment on the service desk
- Provide exceptional customer service that increases the current customer satisfaction levels
- Troubleshoot and diagnose issues related to software, hardware and networking
- Maintain detailed knowledge of current practice within own area of expertise
- Provide 1st level technical support on Business Applications
- Producing statistics and management reports.
IT Intern
Oxomo Systems International
08.2012 - 11.2012
- Support the IT team in maintaining hardware, software, and other systems
- Assist with troubleshooting issues and provide technical support
- Organize and maintain IT resources
- Lend IT support in areas such as programming, analytics, and data centre management
Education
Master of Computer Applications -
Himalayan University
01.2016 - 01.2019
Bachelor of Computer Applications - undefined
C V Raman University
01.2009 - 01.2012
Diploma - Computer Technology
Amritha Institute
01.2009 - 01.2010
Microsoft Certified Professional - undefined
Tandem - undefined
A+ Certification - undefined
Advanced Diploma - Hardware & Networking
Sree Narayana College of Education
Cisco Certified System Administration-Solution Associate - undefined
Certified Information System Auditor (CISA) - undefined
ITIL V4 Foundation - undefined
Skills
Inbound and outbound calling
Service recommendations
Customers Come First
Attention to Detail
Work Well Under Stress
Willing to Learn
Timeline
Master of Computer Applications -
Himalayan University
01.2016 - 01.2019
Customer Service Officer
First Abu Dhabi Bank
08.2015 - Current
Service Desk Analyst
SunTec Business Solutions
02.2013 - 06.2013
IT Intern
Oxomo Systems International
08.2012 - 11.2012
Bachelor of Computer Applications - undefined
C V Raman University
01.2009 - 01.2012
Diploma - Computer Technology
Amritha Institute
01.2009 - 01.2010
Microsoft Certified Professional - undefined
Tandem - undefined
A+ Certification - undefined
Advanced Diploma - Hardware & Networking
Sree Narayana College of Education