NAJAT ABDIRAHMAN ABDULLAHI
Sharjah,UAE
Summary
Customer service and operations specialist with 8+ years of experience in banking, fintech, and government. Skilled in CRM systems (Zoho, eDirham), financial transaction processing, SOP documentation, and omnichannel support. Proven ability to resolve complex issues, meet KPIs, and improve workflows using tools like Excel and Figma. Fluent in both Arabic and English.
Overview
11
11
years of professional experience
Work history
Operations Support Officer
VaultsPay
Sharjah
08.2022 - 04.2025
- Process financial transactions and ensure regulatory compliance.
- Develop SOPs and design onboarding journeys for mobile/web platforms.
- Collaborate using Figma on UI/UX flows; work with QA and product teams to enhance usability.
Account Advisor | Contact Centre Agent
Concentrix (Ministry of Finance (MoF) eDirham)
10.2019 - 08.2022
- Supported eDirham and banks (FAB, CBD, ADIB) via calls, chat, and email.
- Resolved service issues, maintained CRM data, and supported user onboarding.
- Delivered top-notch customer service for enhanced client retention rates.
Customer Service Representative
Commercial Bank International (CBI)
10.2017 - 11.2018
- Assisted clients with banking services, including accounts, loans, and ATM support.
- Ensured service accuracy and regulatory compliance.
Customer Service Representative
RTA (Roads & Transport Authority)
10.2014 - 05.2017
- Provided customer support for government services and handled service escalations.
- Maintained service logs and met SLA requirements.
Education
Bachelor of Commerce (B.Com) -
Osmania University
Diploma in HR - undefined
Institute of Zurich
ICDL & Computer Skills - undefined
Gulf Education Institute
Skills
CRM Systems: Zoho, eDirham
Design & Workflow Tools: Figma
Productivity Tools: Microsoft Office (including Excel)
Process Documentation: SOP development and implementation
Performance Monitoring: SLA and KPI reporting
Customer Support: Omnichannel communication (email, chat, phone, social media)
Issue Resolution: Complaint handling and escalation management
Call Center Platforms: Avaya, Genesys
Languages
Arabic
Native
English
Fluent
Timeline
Operations Support Officer
VaultsPay
08.2022 - 04.2025
Account Advisor | Contact Centre Agent
Concentrix (Ministry of Finance (MoF) eDirham)
10.2019 - 08.2022
Customer Service Representative
Commercial Bank International (CBI)
10.2017 - 11.2018
Customer Service Representative
RTA (Roads & Transport Authority)
10.2014 - 05.2017
Diploma in HR - undefined
Institute of Zurich
ICDL & Computer Skills - undefined
Gulf Education Institute
Bachelor of Commerce (B.Com) -
Osmania University
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