Hi, I’m
Mousa Al Raseei
Ajman
Summary
I have experience 15+ years, am a graduated in Finance & Accounting who has transition away. Aspiring to hold a better position by being a dependable, flexible, credible, trustworthy and accountable team player. Looking forward to step away from the banking world and be part of a highly dynamic panel of experts, where I would have the chance to enhance my current set of skills and contribute to the success of the company.
Overview
18
years of professional experience
Work History
Etihad Water & Electricity
Manager Customer Happiness Center
01.2012 - Current
Job overview
- Oversee daily operations of the Customer Happiness Center to ensure smooth and efficient service delivery
- Develop and implement strategies that align with FEWA's customer service goals and the UAE government's happiness and customer satisfaction initiatives
- Monitor key performance indicators (KPIs) such as customer wait times, resolution rates, and satisfaction scores, and take action to improve them
- Ensure that the centre provides high-quality, consistent, and empathetic service to all customers
- Resolve escalated complaints and complex customer issues in a timely and effective manner
- Implement customer feedback mechanisms (e.g., surveys, suggestion boxes) and use insights to enhance service
- Support the digital transformation and smart services goals by promoting self-service kiosks, mobile apps, and online platforms
- Identify and implement process improvements and automation opportunities
- Handle crisis situations or service disruptions professionally, keeping customers informed and managing reputational risks
- Prepare and implement contingency plans to ensure continuity of customer service
- Lead, coach, and motivate a team of customer service representatives
- Conduct performance evaluations, set objectives, and create development plans for staff
- Provide ongoing training and support to ensure the team is up to date with regulations, systems, and best practices
Etihad Water & Electricity
Head of Customer Accounts
01.2012 - Current
Job overview
- Responsible for taking car abo monthly readings and working to reduce reading errors, discovering irregularities in the meters, whether for electricity or water
- Inspecting the meter locations in the event that there are no meter readings
- Working on cutting off the service for customers in the event of non-compliance with paying the monthly bills or monthly installments
- Working on reducing the indebtedness related to the payment of bills
- Dealing with customers who have complaints about monthly readings and cutting off the service and working to solve them
- Submitting monthly reports to the senior leadership regarding the monthly KPIs and working to adhere to the KPIs
Etihad Water & Electricity
Credit Controller Manager
01.2012 - Current
Job overview
- Responsible for taking car abo about monthly readings and issuing invoices to customers
- Communicating with government agencies in the event of any inquiries regarding invoices and their payment
- Working to collect checks that are deposited by customers in the relevant account
- Responsible for the installment system for new delivery bills and violations
- Communicating with customers who have support from the Ministry of Social Affairs
- Work to develop screens in the SAP system to serve the interest and progress of work
- Responsible for the factories that fall under the umbrella of the Etihad for Water and Electricity
Dubai Islamic Bank
Sales and Services Officer
01.2012 - Current
Job overview
- Assigned as the bank's volt significant custodian
- Ensuring the achievement of targets assigned by the Branch Manager by conducting phone calls, field visits, cross selling and referrals
- Migrating customer transactions from the branches to low cost electronic channels to ensure reduce cost for branch operations
- Provide customers with competent, timely and error free services in account opening and account management (Assets & Liability products, after sale, etc.) to ensure high levels of service and customer satisfaction
- Continuing meeting and exceeding service standards set for the customer services
- Guiding customers regarding the right product to meet their needs and promote & cross-sell other Dubai Islamic Bank's products and services to existing customers
- Generating product leads to walk-in/potential customers through interaction and dissemination of product and service information
Emirates Islamic Bank
Sales and Services Executive
01.2009 - 01.2012
Job overview
- Responsible for taking care of the all types transaction deposit Withdrawal
- Handling and minimize the risk of cash excess and shortage in the counter as well as ATM machine
- Performing TT, DD and Khalifa A, Abu Dhabi
- Observing appropriate measures defined for cash & vault security
- Ensuring effective risk management & regulatory compliance for the teller functions
- Ensuring any changes/ modifications to the processes & policies made by H.O are timely implemented
- Enhancing usage of ATM by the customer coaching and ensure minimum risk for ATM maintenance
- Adhere to al policies and processes to ensure an acceptable risk rating of the counter area audit- branch operations
- Ensuring all counter transactions are processed accurately and swiftly and in accordance with the bank procedures and remittances, TM balancing and central bank transactions
Emirates Islamic Bank
Bank Teller
01.2007 - 01.2009
Job overview
- Accept and verify retail and/or commercial deposits, loan payments, process checking and savings account withdrawals
- Ensure that the cash drawer is balanced and always maintained
- Process credit card cash advances
- Assist in ordering, receiving, verifying, and distributing cash
- Answer customer inquiries and refer customers to the proper service area for issues that cannot be resolved at the teller line
- Promotes the bank's products and services
- Perform end of the day recap of money and bank slips
Education
Skyline University College
Finance & Accounting
05.2022
University Overview
- Finish in May 2022.
- GPA: 3.08
Higher Colleges of Technology
Information Technology Diploma
01.2013
University Overview
- Fujairah Men's College
- GPA: 3.43
Mohamed Bin Hamad Al Sharqi Boys School for Public Secondary Education
Scientific Stream
01.2007
University Overview
GPA: 74.1%
Skills
- Team player
- Critical planner
- Problem solver
- Details oriented
- Results oriented
- Oracle Financial Services Software Limited 63
- Customer Acquisition System
- SAP Business Objects
- I-Flex Solutions Ltd
- Microsoft Office Suite 2013
National Service
12/20/14, 09/22/15
Training Courses And Achievements
- Retail Banking Sales-BM-Fundamentals, Mentor Training and Consulting, 2014
- Customer Service Excellence, Synergy for Management Consulting, 2014
- Customer Service Excellence (Front Liners), Synergy for Management Consulting, 2014
- Personal Objective: The Path from Your Objectives to the Organization Objectives, Snapshot Consultancy and Training, 2013
- Perspective and Positive Personal Thinking, Snapshot Consultancy and Training, 2013
- Retail Banking Sales-BM-Fundamentals, Mentor Training and Consulting, 2013
- Retail Banking Sales-BM-Consultative and Advances Sales, Mentor Training and Consulting, 2013
- Interpersonal Skills, Snapshot Consultancy and Training, 2013
- Sharia Criteria Retail Products, Dubai Islamic Bank, 2013
- Recognition of their support and contribution for the success and growth of Emirates Islamic Bank, 2012
- Recognition of his Perfect Attendance in Semester 201110, HCT-Fujairah, 2012
- Student of the week, week 9, in BUSI-1190 Class, Higher Colleges of Technology, 2010 - 2011
- Money laundering & counter Measures, Global Training Center, Dubai, 2008
- The customer experience leadership program, Ajman, 2020
Timeline
Manager Customer Happiness Center
Etihad Water & Electricity
01.2012 - Current
Head of Customer Accounts
Etihad Water & Electricity
01.2012 - Current
Credit Controller Manager
Etihad Water & Electricity
01.2012 - Current
Sales and Services Officer
Dubai Islamic Bank
01.2012 - Current
Sales and Services Executive
Emirates Islamic Bank
01.2009 - 01.2012
Bank Teller
Emirates Islamic Bank
01.2007 - 01.2009
Skyline University College
Finance & Accounting
Higher Colleges of Technology
Information Technology Diploma
Mohamed Bin Hamad Al Sharqi Boys School for Public Secondary Education
Scientific Stream
Similar Profiles
Fatema Salem AlQaydiFatema Salem AlQaydi
Distribution Transformer O&M Engineer at Etihad Water & ElectricityDistribution Transformer O&M Engineer at Etihad Water & Electricity
Fatima Taib AlBukishaFatima Taib AlBukisha
Senior Talent & Performance Management Officer at Etihad Water & ElectricitySenior Talent & Performance Management Officer at Etihad Water & Electricity
Nawal AlbelooshiNawal Albelooshi
Senior Engineer Connections at Etihad Water & ElectricitySenior Engineer Connections at Etihad Water & Electricity
Ahmed Tarek Mahmoud El-GoharyAhmed Tarek Mahmoud El-Gohary
Auto Repair Shop Owner at ManagerAuto Repair Shop Owner at Manager
Zenab HamoudaZenab Hamouda
Legal Assistant at Emirates AuctionLegal Assistant at Emirates Auction