Sahar Kandathil
Dubai
Summary
Senior Banking Professional with 10+ years of experience in customer service, quality assurance, and team leadership at Dubai Islamic Bank. Expertise in core banking operations, compliance management (AML/CFT), and call center operations. Pursuing CAMS Certification to enhance regulatory compliance knowledge. Proven track record in training delivery, escalation management, and process optimization for enhanced customer experience.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Senior Representative - NHAIP
Dubai Islamic Bank
09.2024 - Current
- Led training and mentoring programs for new call center agents at Dubai Islamic Bank, focusing on product knowledge and customer service excellence
- Conducted daily quality assurance evaluations to improve team performance and customer satisfaction
- Managed high-priority customer inquiries and complex banking issues, ensuring timely resolution and customer retention
Senior Representative - Core Banking Migration Support
Dubai Islamic Bank
05.2024 - 09.2024
- Spearheaded comprehensive training sessions to enhance staff proficiency on core banking systems
- Authored detailed manuals and FAQs to elevate user experience with new systems
- Optimized call center processes to ensure continuous improvement and strict compliance
Senior Representative - Knowledge Base Project
Dubai Islamic Bank
10.2023 - 05.2024
- Collaborated on a Knowledge Base Project to enhance call center operations by streamlining banking product information and processes
- Proactively updated recent changes, prepared comprehensive reports, and study materials to facilitate team efficiency
- Maintained close communication with management to ensure alignment and transparency throughout the project
Senior Representative - Call Center
Dubai Islamic Bank
06.2014 - 10.2023
- Proactively analyzed customer interactions to swiftly identify and meet their needs, enhancing satisfaction levels
- Efficiently resolved inquiries, ensuring a seamless and positive customer experience
- Implemented fraud prevention processes to safeguard customer finances and minimize losses
- Drove revenue growth through strategic cross-selling and upselling initiatives
- Achievement: Customer Happiness Hero Award 2022 H1
Acting Team Leader - Customer Service
Al Ansari Exchange
02.2013 - 04.2014
- Monitored inbound calls to boost performance and drive efficiency
- Addressed escalated calls from Customer Service Officers for seamless resolutions
- Maintained a customer abandonment rate of under 1% to enhance customer engagement
Customer Service Officer
Al Ansari Exchange
08.2011 - 02.2013
- Efficiently managed banking correspondence, ensuring swift resolution of inquiries, cancellations, and complaints to drive customer satisfaction
- Proactively handled customer inquiries via telephone, building strong relationships with clients and Al Ansari Exchange branches on payment issues
- Collaborated with customers and financial institutions to resolve check errors quickly, showcasing excellent communication skills
- Maintained a friendly and professional demeanor, significantly enhancing the customer experience and promoting teamwork with colleagues
Credit Card Sales Officer
Majid Al Futtaim Finance - Najm Cards
01.2009 - 05.2011
- Educated leads and customers on current promotions to boost sales
- Ensured full financial compliance by adhering to statutory regulations
- Collaborated with sales teams to develop strategies that drive customer engagement and increase purchases
- Fostered strong client relationships through exceptional customer service and proactive issue resolution
- Achievement: First Runner up based on One Year performance in January 2010
Education
MBA - Human Resource & Marketing
Sikkim Manipal University
01.2008
Bachelor Of Science, BSc - Information Technology
Sikkim Manipal University
01.2005
Skills
- Team Leadership
- Quality Assurance
- Performance Management
- Banking Operations
- Customer Service Excellence
- AML/CFT Compliance
- Process Optimization
- Stakeholder Management
- General Data Protection Regulation (GDPR)
Certification
- Enhancing Financial Inclusion with Risk-Based Approach - ACAMS
- GDPR Compliance: Essential Training - LinkedIn Learning
- Learning GDPR - National Institute of State Board of Accountancy (NASBA)
- The 10 Pillars of Customer Experience - Project Management Institute
- Contact Center Leadership by Brad Cleveland - LinkedIn Learning
- Introduction to Customer Service Excellence - Alison
- What is Generative AI - National Institute of State Board of Accountancy (NASBA)
- Ethics in the Age of Generative AI - National Institute of State Board of Accountancy (NASBA)
Accomplishments
- Recognized as Customers Happiness Hero Award - 2022 H1, issued by Dubai Islamic Bank.
- Awarded as First Runner up based on One Year Performance in Majid Al Futtaim Finance - January 2010
Languages
English
Bilingual or Proficient (C2)
Malayalam
Bilingual or Proficient (C2)
Arabic
Elementary (A2)
Hindi
Upper intermediate (B2)
Timeline
Senior Representative - NHAIP
Dubai Islamic Bank
09.2024 - Current
Senior Representative - Core Banking Migration Support
Dubai Islamic Bank
05.2024 - 09.2024
Senior Representative - Knowledge Base Project
Dubai Islamic Bank
10.2023 - 05.2024
Senior Representative - Call Center
Dubai Islamic Bank
06.2014 - 10.2023
Acting Team Leader - Customer Service
Al Ansari Exchange
02.2013 - 04.2014
Customer Service Officer
Al Ansari Exchange
08.2011 - 02.2013
Credit Card Sales Officer
Majid Al Futtaim Finance - Najm Cards
01.2009 - 05.2011
- Enhancing Financial Inclusion with Risk-Based Approach - ACAMS
- GDPR Compliance: Essential Training - LinkedIn Learning
- Learning GDPR - National Institute of State Board of Accountancy (NASBA)
- The 10 Pillars of Customer Experience - Project Management Institute
- Contact Center Leadership by Brad Cleveland - LinkedIn Learning
- Introduction to Customer Service Excellence - Alison
- What is Generative AI - National Institute of State Board of Accountancy (NASBA)
- Ethics in the Age of Generative AI - National Institute of State Board of Accountancy (NASBA)
MBA - Human Resource & Marketing
Sikkim Manipal University
Bachelor Of Science, BSc - Information Technology
Sikkim Manipal University
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