Rebecca Aroon Gill
Dubai,U.A.E
Summary
Accomplished professional with expertise in Quality Assurance & Auditing, KPI & Performance Management, and Client Relationship Management. Demonstrates a strong ability to drive Process Improvement & Compliance through effective Coaching, Training & Development. Skilled in Financial & Data Analysis and adept at Call Monitoring & Feedback Reporting, with a focus on Risk & Prevention Strategies. Committed to enhancing organisational performance and fostering client satisfaction.
Overview
9
9
years of professional experience
2013
2013
years of post-secondary education
Work history
Team Leader – Collections Quality & Control Analyst
Citi Bank U.A.E
01.2014 - 01.2018
- Evaluated daily collection calls to ensure compliance and effective operations.
- Conducted feedback sessions and training programs to enhance agent performance.
- Prepared and maintained monthly performance reports, feedback forms, and audit-ready monitoring records.
- Handled control activities including compliance checks on collection procedures.
Senior Team Member – Cheque Collection Officer
Citi Bank U.A.E
01.2013 - 01.2014
- Authorized collection cheques for processing and outsourcing services.
- Managed exception cheque cases and resolved branch and business unit queries.
- Coordinated with processing teams on referrals and escalations.
Sr. Customer Service Representative / Sr. Collection Executive
Citi Bank U.A.E
01.2009 - 01.2013
- Built strong customer relationships and provided frontline support on credit card and loan queries.
- Handled collections, settlements, disputes, escalations, and account-related requests.
- Issued liability/clearance letters, debit memos, and managed account blocking/unblocking.
- Supported team operations by managing queues and mentoring during on-the-job training.
Education
BBA – Bachelor of Business Administration -
University of Columbus
Secondary & Higher Secondary Education - undefined
Gulf Model School
Skills
- Quality Assurance & Auditing
- KPI & Performance Management
- Coaching, Training & Development
- Client Relationship Management
- Process Improvement & Compliance
- Financial & Data Analysis
- Call Monitoring & Feedback Reporting
- Risk & Prevention Strategies
Additional Information
Languages: English, Urdu, Hindi
License: Valid UAE Driving License
Visa: Husband Visa
Hobbies and Interests
Music, Reading, Traveling, Dancing, Cooking, Socializing
Timeline
Team Leader – Collections Quality & Control Analyst
Citi Bank U.A.E
01.2014 - 01.2018
Senior Team Member – Cheque Collection Officer
Citi Bank U.A.E
01.2013 - 01.2014
Sr. Customer Service Representative / Sr. Collection Executive
Citi Bank U.A.E
01.2009 - 01.2013
Secondary & Higher Secondary Education - undefined
Gulf Model School
BBA – Bachelor of Business Administration -
University of Columbus