Usama Skindar
Ajman
Summary
Experienced customer service professional with over 8 years of expertise in priority, digital, and personal banking. Dedicated to providing exceptional support, devising innovative solutions, and fostering strong customer loyalty. Demonstrated success in boosting sales performance. Possess a strong aptitude for technology and adaptability to evolving industry trends. Proven ability to cultivate lasting client relationships and provide strategic financial solutions.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Digital & Priority Banking Advisor
Tanfeeth LLC (Emirates NBD)
07.2021 - Current
- Handling escalations, queries and complaints for Online banking or mobile banking from Social Media, Senior Management and PowerBi Reports.
- Reaching out to the customer proactively to help them set up digital banking.
- Skilled in delivering expert assistance to Priority, Private, and VIP customers, focusing on exceptional service and satisfaction.
- Experienced in Power BI, Memobile, Finacle, and Banknet for providing
first-call resolution in online banking queries. - Ensuring Customers satisfaction by meeting deadlines and resolving issues promptly.
- Highlight technical issues related to Mobile or Online Banking issues to IT teams and Digital Banking team taking a proactive approach to
assist with end to end resolution of issues. - Strengthened customer relationships through timely follow-ups and proactive communication.
Customer Services Representative /Subject Matter Expert
Tanfeeth LLC (Emirates NBD)
11.2016 - 07.2021
- Aided in offering assistance on the floor to support new team members, contributing to the team meeting their KPI.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Promoted and cross-sold bank products to meet customer needs.
- Proficiently adept at working night shifts and different shifts, successfully handling tasks, issues, and difficulties autonomously.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Sales Executive
KGT Group (Du SME Partner)
03.2015 - 08.2015
- Actively promoted and sold mobile phone plans and related products in outdoor settings
- Provided personalized recommendations based on customer needs
- Educated customers on plan features and pricing
- Resolved customer inquiries and issues
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Managed pipeline efficiently, prioritizing tasks according to urgency/importance while maintaining focus on long-term objectives.
- Improved product offerings by gathering customer feedback and working closely with product development team.
- Managed approximately 30 calls and emails per day from customers.
Education
High School Diploma -
2022
Skills
- Empathy
- Active Listening
- Patience Multi-tasking
- Adaptability
- Pressure Handling
- Attention to Detail
Accomplishments
- Tanfeeth Aspire Award x 2
- Tanfeeth Value Champion x 4
- Tanfeeth Above & Beyond x 1
Certification
- Financial Planning and Analysis (EIF)
- Islamic Banking Basics (EIF)
- Basic Financial Calculation (EIF)
- Banking Operation-Advanced (EIF)
- AutoCad 2D &3D
- CCNA Discovery
Timeline
Digital & Priority Banking Advisor - Tanfeeth LLC (Emirates NBD)
07.2021 - Current
Customer Services Representative /Subject Matter Expert - Tanfeeth LLC (Emirates NBD)
11.2016 - 07.2021
Sales Executive - KGT Group (Du SME Partner)
03.2015 - 08.2015
- Financial Planning and Analysis (EIF)
- Islamic Banking Basics (EIF)
- Basic Financial Calculation (EIF)
- Banking Operation-Advanced (EIF)
- AutoCad 2D &3D
- CCNA Discovery
Govt. College Of Technology Multan - High School Diploma,
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