SHAHEEN TOLE
Dubai,United Arab Emirates
Summary
Customer oriented banking professional with 16 years of experience in start-up to mature environments. Specialized in cross functional matrix domain- Sales, Customer Service, Customer Retention, Quality Assurance & Training, Credit and Risk, AML & Compliance and Collection Unit.
Having managed the complete customer lifecycle, Having a competitive edge in developing customer-oriented strategies. Transform Business plan into action by building and leading high caliber motivated teams in Banking Sector Since 2008 till date.
Overview
17
17
years of professional experience
10063
10063
years of post-secondary education
1
1
Certification
Work history
Quality Control & Compliance Officer
Dubai Islamic Bank
Dubai
03.2025 - Current
- Assisted in development of corporate policies, procedures and controls that addressed identified risks.
- Monitored activities for conformance with legal requirements, minimising exposure to risks.
- Analysed operational processes and made recommendations for improvements that enhanced efficiency whilst maintaining strict adherence to standards.
- Worked with different departments to promote organisation-wide understanding of compliance protocols, fostering environment of shared responsibility.
Business Development Lead & Governance
Sharaf Marketing Management - Sharaf DG
Dubai, United Arab Emirates
04.2024 - 11.2024
- Supervised and managed team of 19 staffs, ensuring individual target met. Coordinated closely with teams to ensure targets are archived.
- Developed and delivered team training sessions to ensure team members are up to date with current policies and procedures.
- Achieved team cohesiveness by facilitating regular group meetings and discussions.
- Assisted in recruitment, selections and onboarding of new team member Governing sales ensuring information flows securely to right customer
Senior Contact Centre Executive - Escalations
First Abu Dhabi Bank
Dubai, United Arab Emirtes
01.2020 - 04.2022
- Resolving customer complaints and Issues in concentrate manner.
- Monitoring all customers queries and ensures timely response to all issues and ensuring timely processing of all initiated customer transactions.
- Handling Important Escalations calls for UAE Nationals and Elite Customers
- Learned and maintained in depth understanding of product and service information to offer knowledgeable responses to diverse customers.
Senior Officer - Quality Team-BDU
First Abu Dhabi Bank
Dubai
01.2019 - 12.2019
- Directed work of FAB employees, monitoring quality, compliance and productivity.
- Implemented and developed operational standards, policies and procedures.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Educated staff on organizational mission and goals to help employees achieve success.
- Maintaining and Educating Inbound and outbound call parameters.
Sr Sales Officer - BDU Sales Portfolio Management
First Abu Dhabi Bank
Dubai
01.2010 - 01.2019
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Researched sales opportunities and possible leads to exceed sales goals and increase profits.
- Negotiated and closed profitable sales contracts with new and existing customers to increase loyalty and retention.
- Monitoring Team Performance and Reports on Metrics and Setting team goals & delegating task.
- Increased revenue by implementing effective sales strategies in sales cycle process from prospecting leads through close.
Senior - Officer BDU Retention Team
First Abu Dhabi Bank
Dubai
10.2008 - 12.2009
- Handling complaints and finding solutions to ensure retaining customer.
- Handling escalated cases of AMF / BFC and LPF charges.
- Approving Reversals based on customers profile and over viewing customers performance with Bank.
- Effectively leveraged cross functional teams (Marketing/Operations/ Credit/ Sales/ Portfolio and contact centre) for delivery of sales & Retention activities resulting in increased revenue.
Education
Certifications - Customer Service Management - Canada
Sentient HR
CanadaCertification - BUSINESS PREREQUISITE - I & II - Canada
Beta College of Business & Technology
CanadaTraining & Certification - Retail Banking
First Abu Dhabi Bank
ECE-Diploma - Early Childhood Care and Education
National Academy
Mumbai04.2000
Bachelors of Commerce - Commerce
K J Somaiya College of Arts & Commerce
Mumbai06.2000
Skills
- Customer sales targets
- Clients Satisfaction Index
- Adhering to Policies
- Processes / Procedures
- BDU/Call Centre
- Call Quality
- Governance Parameters
- Excellent Organizational Skills
- Communication Skills
- Administrative Skills
- Multitasking Abilities
- Problem Solving
- Adaptability
- Teamwork
Risk assessment techniques
Certification
- Integrated Accessibility Standards Regulations Act, Ontario, Canada
- The Ontario Human Rights code, Ontario, Canada
- Worker Health and Safety Awareness, Ontario, Canada
- CPR and First Aid Level C, Ontario, Canada
Accomplishments
- Awarded as Best Sales Personal in Retaining Irate Customer of Bank. (UAE Nationality)
- Top Performer award for outstanding performance in Insurance.
- Top Performers Award for outstanding performance in Wallet Shield - Insurance Team.
- Top Performers Award for achieving 150% of Sales (BT/QC/ EPP) Target in April -May 2014 (1.7 Millions).
- Top Performer in Selling Highest Insurance Policies in year 2014.
- Top Performers Award for achieving 150% of sales (BT/QC/ EPP) Target in April-May 2015 (1.8 millions) and (2.5 million).
- Top Performer Reorganization Award for Standing 4th Position Bank wide in Insurance (RSA/ Met Life 32 k Premium in month).
Timeline
Quality Control & Compliance Officer
Dubai Islamic Bank
03.2025 - Current
Business Development Lead & Governance
Sharaf Marketing Management - Sharaf DG
04.2024 - 11.2024
Senior Contact Centre Executive - Escalations
First Abu Dhabi Bank
01.2020 - 04.2022
Senior Officer - Quality Team-BDU
First Abu Dhabi Bank
01.2019 - 12.2019
Sr Sales Officer - BDU Sales Portfolio Management
First Abu Dhabi Bank
01.2010 - 01.2019
Senior - Officer BDU Retention Team
First Abu Dhabi Bank
10.2008 - 12.2009
Certifications - Customer Service Management - Canada
Sentient HR
Certification - BUSINESS PREREQUISITE - I & II - Canada
Beta College of Business & Technology
Training & Certification - Retail Banking
First Abu Dhabi Bank
ECE-Diploma - Early Childhood Care and Education
National Academy
Bachelors of Commerce - Commerce
K J Somaiya College of Arts & Commerce
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