Umme Kalsoom
Department Administrator / EI Digital Banking
Sharjah
Summary
Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
To carry out endeavors in any organization by applying professional knowledge & skills in national/multinational organizations offering ample opportunities for diversified experience & to perform quality work. Always Thriving for a job in a career-oriented & dynamic organization that enables me to utilize my mental faculties, vision & creativity for the achievement of business goals.
Ability to perform in a multi-task & fast-paced environment. Excellent communication & resolution skills. Ability to work under pressure. Possess interpersonal relationship skills with Clients & Team members. Complaint Handling (Levels 1 & 2)
Overview
18
18
years of professional experience
2
2
years of post-secondary education
Work History
Department Administrator EICC / EI Digital Banking
Emirates Islamic Bank
11.2022 - Current
- Processing new Hiring applications via HR connect and arranging for all documents and assure smooth onboarding of new staff
- Making sure New / Existing staff has all required access that will be required in their daily tasks.
- Coordinated successful events for department members, fostering team cohesion and collaboration.
- Organized training programs for new employees, accelerating their integration into the team''s workflow.
- Managed and maintained accurate record-keeping, ensuring timely access to essential information.
- Fostered strong relationships with vendors by establishing clear communication lines, enabling prompt resolution of any issues or disputes that arose during transactions.
- Created an organized filing system for all department-related documentation allowing easy retrieval when required.
- Facilitated smooth communication between department members and external stakeholders through professional correspondence.
- Maintained a positive working environment by addressing concerns promptly and professionally, resulting in increased employee satisfaction rates.
- Organized and updated databases, records and other information resources.
- Created reports, presentations and other materials for executive staff.
- Currently working with EI Digital Banking to assist with IPAD Issues related to access.
- Making sure that all applications sourced by sales team are moved in a timely manner to avoid any further delay.
Call Center Supervisor
TruDoc HealthCare LLC
6 2018 - 10.2022
- Handling team of 15 to 18 Care Coordinators
- Handling daily call center requirements and ensuring that all tasks are met promptly
- Generating and sharing reports necessary & reporting directly to the call center manager
- Generating reports every month on Agent, Client & Call Center levels
- Handling queries and concerns raised by the marketing and project team
- Handling new projects {ISOS, CDMP, DMP(Oman, MetLife), JustLife, Valeo HLP, Basmah (DHA)}
- Handling patient satisfaction surveys and complaints (levels 1 & 2)
- Making call center reports every month, including overall call center performance (call quality, abandoned calls, pharmacy follow-up, surveys, call handling time, and call hold time)
- Validating & clearing Data for the Call Center and Clinical team
- Making monthly schedules for the agent's shifts
- Taking care of arranging people in case of absence or emergency leaves requests
- Creating Processes, Scripts, E-mail/SMS formats, and Trackers for the programs for the call center team
- Preparing Training Manuals for the Care Coordinators
- Training new Joiners
- Assisting the Medical Team with their Training Manual
- Carrying out revision training for the agents every 2 weeks
- Taking the initiative in having a one-to-one meeting with the agents and assisting them with their queries and concerns
- Trained employees overseas for franchise branches (Kenya, South Africa & Pakistan)
- Participated in reducing the Avg
- Hold, Handling & Ringing time for the call center to increase customer satisfaction.
Data Analyst Cum Customer Support
Etisalat
07.2011 - 01.2013
- Checking & Approving Applications for E-Life
- Processing Applications
- Handling Customer Complaints
- Helping the re-sellers with their inquiries on E-life account status & other details
- Making Daily MIS Reports & providing feedback to the managers as & when required
- Extracting & Clearing data for the marketing team
- Distributing data with the marketing team.
Sales Coordinator Cum Service Executive
Barclays Bank
12.2010 - 07.2011
- Handling team of 15 Relationship manages
- Processing of Funds Transfers, Account Maintenance
- Issuing Letters (Reference letters, Balance letters) & Memos for the clients
- Coordinate with the Sales Team & making daily sales MIS
- Dealing with Alerts & documentation of bank account
- Processing applications for new bank accounts
- Managing Relationship Manager Profile
- Servicing customers face to face in the absence of the relationship manager.
Senior Citiphone & Telemarketing Officer
Citibank
08.2006 - 12.2010
- Tele-marketing of company products (Insurance, LOP, EIP, Promotions, Citi-Gold)
- Attending nonstop calls with an average of 80 - 100 calls per shift
- Generating leads for Citi-Gold accounts
- Bringing new customers to book
- Calling existing customers & briefing them about the new products
- Providing the best customer service to ensure customer satisfaction
- Handling customer complaints (Level 1 & 2)
- Reporting to the team leader.
Education
S.S.C - Computer Science
Pakistan Islamia Higher Secondary School
01.2000 - 05.2002
Al Minhaj Computers -
Skills
Organizational Management
Document Preparation
Records Management
Teamwork and Collaboration
Microsoft Office
Time Management
Problem-solving abilities
Multitasking
Excellent Communication
Documentation and control
Accomplishments
- Awarded thrice from Alico for being the highest performer.
- Awarded from Citibank for Sales Champion of 2008 (1st Quarter).
Availability
Currently Working with EI Digital Banking
Country
United Arab Emirates
Languages
English
Bilingual or Proficient (C2)
Urdu
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Punjabi
Bilingual or Proficient (C2)
Arabic
Intermediate (B1)
References
References available upon request.
Interests
Reading
Listening To Music
Travelling
Timeline
Department Administrator EICC / EI Digital Banking
Emirates Islamic Bank
11.2022 - Current
Data Analyst Cum Customer Support
Etisalat
07.2011 - 01.2013
Sales Coordinator Cum Service Executive
Barclays Bank
12.2010 - 07.2011
Senior Citiphone & Telemarketing Officer
Citibank
08.2006 - 12.2010
S.S.C - Computer Science
Pakistan Islamia Higher Secondary School
01.2000 - 05.2002
Call Center Supervisor
TruDoc HealthCare LLC
6 2018 - 10.2022
Al Minhaj Computers -
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