NABIL AHMED ABDULLA
Dubai
Summary
potential candidate with above 14 years of diversified professional experience spanning the corporate banking and telecommunications sectors. Skilled in customer service, quality assurance, operations, business services, cash management, and sales support. Proven ability to manage client relationships, streamline processes, and deliver service excellence in high-pressure environments. Currently pursuing a Bachelor of Human Resource Management at Hamdan Bin Mohammed Smart University (HBMSU), combining academic knowledge with extensive hands-on expertise to contribute to organizational growth and success.
Overview
23
23
years of professional experience
Work history
Call Center Agent
Community Development Authority
Dubai, United Arab Emirates
11.2019 - 09.2025
- Handle inbound and outbound calls through the CDA hotline related to child protection, senior citizens, People of Determination, and other vulnerable groups.
- Provide accurate information, guidance, and emotional support to callers in sensitive and urgent situations.
- Record and update case details in the system while ensuring confidentiality and accuracy of data entry.
- Escalate cases to relevant social workers, specialists, and field teams for timely intervention.
- Ensure compliance with CDA’s policies, procedures, and service standards.
- Assist in coordinating with government entities, healthcare providers, and law enforcement agencies when required.
- Demonstrate empathy, patience, and cultural sensitivity in handling diverse community needs.
- Participate in awareness campaigns, training sessions, and workshops to enhance service delivery skills.
- Provide follow-up calls to ensure caller satisfaction and resolution of reported cases.
- Contribute to improving customer service quality by reporting recurring issues and suggesting process improvements.
- Resolved conflicts in a respectful manner, promoting a positive image of the company.
Associate - Commercial banking, Transaction Banking
Standard Chartered Bank
Dubai, UAE
11.2014 - 01.2019
- Assist clients in implementing cash management solutions including account services, liquidity management, and payment collections.
- Support Relationship Managers in structuring proposals for cash management products tailored to client needs.
- Coordinate with operations teams to ensure accurate and timely execution of payment, collection, and reconciliation services.
- Monitor client utilization of cash management facilities, identifying opportunities to increase product penetration.
- Handle client queries related to electronic banking platforms, payment processing, and account operations.
- Prepare cash flow analysis and reports to support client advisory and decision-making.
- Ensure compliance with KYC, AML, and regulatory requirements for all cash management transactions.
- Provide after-sales support and training for clients on digital banking and cash management platforms.
- Track revenue performance from cash management products and assist in sales pipeline reporting.
Customer Service Officer
Emirates Integrated Telecommunications Company -du
Dubai, UAE
08.2011 - 10.2014
- Handled consumer customer retention calls to reduce churn and strengthen loyalty.
- Provided tailored solutions, loyalty offers, and package adjustments to meet the needs of residential and individual customers.
- Resolved billing disputes, service complaints, and technical queries by coordinating with internal teams.
- Conducted outbound follow-ups with at-risk customers to prevent cancellations and improve satisfaction.
- Updated CRM records with accurate details of offers, complaints, and retention outcomes.
- Monitored customer feedback and churn patterns, escalating recurring issues for management review.
- Ensured every interaction complied with du’s service standards, consumer policies, and telecom regulations.
Trade Finance Service Officer
HSBC Bank Middle East Limited
Dubai, UAE
08.2005 - 09.2008
- Processed and verified Letters of Credit (LCs), Bank Guarantees, and Documentary Collections in line with international trade rules (UCP, URDG, ISP98).
- Handled import and export trade transactions, ensuring accuracy, timeliness, and compliance with client instructions.
- Coordinated with corporate clients, correspondent banks, and HSBC global branches to facilitate smooth trade flows.
- Ensured strict compliance with AML, KYC, and international sanctions regulations, escalating suspicious transactions when necessary.
- Maintained accurate records and audit trails to meet regulatory and internal audit requirements.
- Assisted in resolving client queries and discrepancies related to trade documents, payments, and shipping terms.
- Supported product teams in providing advisory on trade finance solutions to corporate and SME clients.
- Contributed to process efficiency improvements by identifying bottlenecks and suggesting workflow enhancements.
Service Officer Central Operations
Standard Chartered Bank
Dubai
08.2002 - 07.2005
- Processed and verified domestic and international payments, ensuring accuracy, timeliness, and compliance with banking regulations.
- Handled clearing, settlements, and reconciliation activities across multiple banking products.
- Supported Trade Finance and Cash Management operations, including document verification and transaction processing.
- Ensured adherence to AML, KYC, and sanction screening requirements, escalating suspicious cases to Compliance.
- Coordinated with branches, relationship managers, and operations teams to resolve transaction discrepancies.
- Maintained accurate records, audit trails, and MIS reports to meet internal and regulatory standards.
- Assisted in system upgrades and process improvements, contributing to efficiency and error reduction.
- Delivered high-quality operational support while ensuring minimal risk exposure and service disruptions.
Education
Bachelor of Human Resource Management (BHRM)
Hamdan Bin Mohammed Smart University
Dubai, UAE 01.2023 -
High School certificate - General Stream
Continuous Education
Dubai, UAE 01.2021 - 01.2022
Skills
- Problem Solving
- Flexibility and Adaptability
- Decision Making
- Customer Service Oriented
- Leadership Skills
- Conflict Resolution
- Critical Thinking
- Multitasking
- Attention to Detail
- Organizational Skills
- Analytical Skills
- Creativity
- Negotiation Skills
- Interpersonal Skills
- Professional Ethics
Languages
Arabic
English
Affiliations
- Reading and Continuous Learning Traveling and Exploring Cultures Fitness and Outdoor Activities Volunteering and Community Service
Personal Information
Nationality: Emirati
Custom
- Training in Customer Service Excellence Program
- Training in Customer Skill Workshops
- Telephone Training
- Anti-Money Laundering & Fraud Awareness Training
- Group Anti Money Laundering
- Group privacy awareness
- Understanding sanctions
- Best practices for selling transaction banking products
- Fire Safety Fundamentals and proper use of Fire Extinguishers by Emirates Civil Defence Academy
- General English for Mixed Group Programme (British Council)
- Completed Training course in Computer Assembly at Zenith Training Institute
- Completed Training course in Microsoft - Excel at Zenith Training Institute
- Completed Training course in Microsoft PowerPoint at Zenith Training Institute
- Completed Training course in Microsoft Windows 95 at Zenith Training Institute
- Completed Training course in Microsoft Word at Zenith Training Institute
- Participated in Induction Program 'Intelaq'
- Certificate of Achievement of Web Design at Sheikh Mohammed IT Education
- Participated in campus Walk 2012 in associated with Waterloo UAE Campus
Timeline
Bachelor of Human Resource Management (BHRM)
Hamdan Bin Mohammed Smart University
01.2023 -
High School certificate - General Stream
Continuous Education
01.2021 - 01.2022
Call Center Agent
Community Development Authority
11.2019 - 09.2025
Associate - Commercial banking, Transaction Banking
Standard Chartered Bank
11.2014 - 01.2019
Customer Service Officer
Emirates Integrated Telecommunications Company -du
08.2011 - 10.2014
Trade Finance Service Officer
HSBC Bank Middle East Limited
08.2005 - 09.2008
Service Officer Central Operations
Standard Chartered Bank
08.2002 - 07.2005