Murtaza Shabbeer Motiwala

- Assist clients with premium banking services such as preferential rates, dedicated channels, and global banking support.
- Ensure strict adherence to compliance, KYC, and AML regulations.
- Collaborate with internal teams (investment, credit, and operations) for smooth service.
- Build and maintain strong relationships with new and existing customers.
- Provide excellent customer service ensuring client satisfaction and loyalty.
- Handle customer queries, complaints, and service requests efficiently.
- Ensure compliance with Emirates NBD’s policies, procedures, and regulatory guidelines.

- Overseeing all activities within a team.
- Responsible for deciding how to approach tasks and develop a plan to accomplish them.
- Distribute information to the team members and stakeholders.
- Determine the goals that members will work towards.
- Develop team strengths and improve weaknesses.

- Executed training programs that significantly improved team skills and morale.

- Coordinated resources effectively to meet project deadlines and achieve desired results.

- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.

- Supervised operations staff and kept employees compliant with company policies and procedures.

- Led hiring, onboarding and training of new hires to fulfill business requirements.

- Developed and implemented strategies to maximize customer satisfaction.

- Prepare regular progress reports and presentations for stakeholders.

- End-to-end execution of key client projects.

- Increased profit by streamlining operations.

- Communicate with clients & provide update on existing or upcoming order details.
- Maintain hard copies of invoice & delivery or dispatch details.
- Contacting potential clients to establish rapport and arrange meetings.
- Finding and developing new markets and improving sales.
- Increasing the value of current customers while attracting new ones.
- Have a good understanding of the businesses' products or services and be able to advise others about them.

- Negotiated and closed long-term agreements with new clients in assigned territory.

- Mentored junior team members, fostering a positive work environment that encouraged professional growth.

- Exceeded sales targets by motivating team members and providing ongoing coaching.

- Enhanced customer satisfaction through proactive problem-solving and consistent followup.

- Developed strong relationships with key clients, resulting in increased repeat business.

- Trained and coached sales team members on best practices for customer service and sales techniques.

- Reduced employee turnover by recognizing top performers and creating tailored development plans for underperformers.

- Facilitated regular team meetings to discuss challenges, successes and strategies.

- Report fraudulent activities on transactions done on credit cards to prevent losses.

- Ensure that the business and the customers are protected from any risks and losses.

- Interact with identity theft victims and ask them for recommendations to prevent future fraud.

- Responsible for closing fraudulent accounts and blacklisting the corresponding addresses.

- Analyzed large amounts of data to find patterns of fraud and anomalies.

- Contacted customers directly to notify of fraudulent activity and minimize impacts.

- Provided exemplary level of customer service to clients and company personnel.

- Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort.

- Coach and help develop team members..

- Help keep the team focused and on track.

- Participated in cross-functional team-building activities.

- Prepared reports by analyzing trends and data.

- Evaluated individual knowledge, skills and strengths and assigned team positions to maximize talent areas.

- Maintained and improved operational performance by completing action plans, resolving problems and controlling implementations.

- Catered to customers of Barclaycard UK credit card for Customer Services & Upselling.

- Answer calls professionally to provide information about products and services, take/cancel orders, or obtain details of complaints.

- Refer unresolved customer grievances or special requests to designated departments for further investigation.

- Follow up to ensure that appropriate actions were taken on customers' requests.

- Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.

- Answered multi-line phones and used active listening skills to assess client's issues and challenges.

- Maintained up-to-date knowledge of product and service changes.

- Cultivated a professional demeanor when dealing with difficult customers, displaying empathy while remaining assertive in achieving desired outcomes.

- Optimized account prioritization by analyzing customer data, enabling more targeted and effective collection efforts.

- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.

- Counseled debtors on payment options and arranged installment agreements.

- Researched accounts and completed due diligence to resolve collection problems.

- Used skip tracing and other techniques to locate debtors.

- Negotiated to collect balance in full.