Shayma Al Ali
RAK
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Dedicated this organization professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
13
13
years of professional experience
Work History
Quality assurance specialist
Dubai Commercial Bank
Sharjah, United Arab Emirates
08.2023 - Current
- Defined and achieved product quality objectives and met product specifications.
- Evaluated established processes to determine root cause of non-conformance.
- Followed up on corrective action requirements to verify resolution.
- Increased customer satisfaction by resolving issues.
- Evaluated internal operating processes and reallocated staff resources to maintain audit quality.
- Reviewed and certified official financial statements for presentation to shareholders and governing bodies.
SENIOR PHONE BANKING REPRESENTATIVE
Mashreq Bank
Ras Al Khaimah
01.2019 - 01.2023
- Used Microsoft Word and other software tools to create documents and other communications
- Resolved conflicts and negotiated mutually beneficial agreements between parties
- Worked flexible hours across night, weekend and holiday shifts
- Identified issues, analyzed information and provided solutions to problems
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
- Participated in team-building activities to enhance working relationships
- Exceeded goals through effective task prioritization and great work ethic.
CONTACT CENTER SUPERVISOR
CBI BANK
Ras Al Khaimah
09.2013 - 02.2015
- Access Call Centre ow of calls and assess quality of receiving and processing the VIP customers' calls
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment
- Completed bank related trainings such as Bank Rules, Procedures, Internal Systems
- Managed daily activities that impacted targeted service levels and tracked adherence to schedules and average handle times
- Archive personal transactions and queries attended to in a daily basis
- Supervised site investigations, reported issues and escalated those that required further assistance.
PHONE BANKING REPRESENTATIVE
RAK Bank
Ras Al Khaimah
04.2011 - 04.2013
- Offered friendly and efficient service to customers, handled challenging situations with ease
- Exceeded goals through effective task prioritization and great work ethic
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Maintained energy and enthusiasm in fast-paced environment
- Developed and maintained courteous and effective working relationships
- Demonstrated respect, friendliness and willingness to help wherever needed.
Education
Bachelor In Banking And Finance - Finance
Emirates Institute Of Finance
Business And IT - Business
Higher Colleges Of Technology
Ras Al Khaimah, UAESkills
- Conflict Resolution
- Retail Sales Customer Service
- Customer Service
- Time Management
- System Implementation
Accomplishments
- Languages: English (Bilingual or Proficient - C2), Arabic (Bilingual or Proficient - C2)
- Received consistent positive remarks for quality of care.
- Increased parents' happiness by taking on additional chores and relieving burdens.
Languages
English
Fluent
Timeline
Quality assurance specialist
Dubai Commercial Bank
08.2023 - Current
SENIOR PHONE BANKING REPRESENTATIVE
Mashreq Bank
01.2019 - 01.2023
CONTACT CENTER SUPERVISOR
CBI BANK
09.2013 - 02.2015
PHONE BANKING REPRESENTATIVE
RAK Bank
04.2011 - 04.2013
Bachelor In Banking And Finance - Finance
Emirates Institute Of Finance
Business And IT - Business
Higher Colleges Of Technology
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