Zafaryab Haider
Dubai
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior Contact Center Executive
Teleperformance Dubai, Project Medcare Hospital and Clinic
Dubai
08.2022 - Current
- Data gathering & analyzing the patient feedbacks
- Preparing weekly & monthly reports based on the analysis
- Assisting Hospitals & Clinics with patient experience related queries
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits, follow up to ensure resolution, provide callers update or progress on the existing requests take the supervision when the supervisor not available
- Practice as a quality analysis, handle Emails, social media, Web Chat Provide callers update or progress on the existing requests, send reports to the management and updating it as (calls inquires and unable to book inquires and updating knowledge bases of hospital and the branches), take the supervision when the supervisor not available
- Provide system training to the key persons in the hospitals & clinics
- Active part in the launch of major projects such as 1
- Voice of Customer 2
- One Touch 3
- Query management and other projects
- Project lead in the Discharge Patient Call-backs
- Ensure the sustainability of the launched projects.
Collection Executive
Teleperformance Dubai, Project First Abu Dhabi Bank
Dubai
02.2021 - 07.2022
- Manage the assigned portfolio and achieve the set financial targets in terms of collection and reduction of NPL
- Ensure that the collection process is carried out within the framework of code of conduct and keeping in mind the reputation of the bank
- Follow up on sensitive customer complaints escalated to HOCC regardless of the product and ensure the complaints are resolved/closed on time and proper feedback to be given to customers
- Follow up on all the allocated overdue accounts and ensure resolution as the given monthly target
- Ensure that the individual targets based on both efficiency and productivity parameters are meet on monthly basis
- Obtained details information about the overdue customers and the same is documented
- Negotiate with customers wherever applicable and reach out for settlement in consultation with higher management
- Any other customer follow-up action as required by the Bank from time to time
- Maintain regular follow up with the customers to conclude settlement plans, restructuring proposals and take necessary legal actions where needed for the managed portfolio to maximize the cash recovery
- Ensure compliance with local legal and regulatory requirements and report any legal and regulatory developments which impact or may impact the collection activities / legal actions.
Senior Customer Service Executive
ETA Group, Project First Abu Dhabi Bank
Dubai
12.2017 - 12.2020
- Demonstrates integrity and commitment to customer satisfaction and a passion for excellence while servicing customers
- Worked on a project based on priority banking support also handled customer emails and checker in 0%
- IPP requests
- Ability to handle multiple tasks and solve customer queries efficiently & highly initiative to manage a busy workload without close supervision
- Responsible for managing team of banking officers and worked for delinquency buckets fresh flows, buckets 1, to 6plus, Recovery, SME, National Loans, Mortgage Loan, Car Loan, Credit Department
- Handling customers case release files taking approval from higher management once payment done by the customers responsible for coordinating with department and local agencies representatives and lawyer for case release issuing the clearance latter and maintain daily MIS and security cheques to be send to record management, review and create the barcode and updating in DMS
- Ability to maintain basic knowledge of products, pricing, promotions, procedures, and other important issues,
- Create awareness of products and services
- Identify cross-sell opportunities during customer interaction and consistently deliver quality service to our customers to achieve total customer satisfaction
- Deliver accurate, quick and efficient customer service by performing standard debit, credit and product transactions while maintaining a balance between transaction time and customer need
- Refer customers to appropriate staff for product sales or problem resolution
- Accurately present account information in accordance with knowledge of bank products
- Ability to handle multiple tasks and solve customer queries efficiently & highly initiative to manage a bus workload without close supervision
- Demonstrates integrity and commitment to customer satisfaction and a passion for excellence while servicing customers
Customer Service Executive
Islamic Finance
Kolkata
07.2016 - 11.2017
- Started my role as a Customer Service Executive with Islamic Finance
- Handing cash transactions of customers including bulk deposit and withdrawals
- Responsible for open and maintain customer’s account by recording account information and update financial records and I have to prepare journal and ledger
- Ability to maintain basic knowledge of products, pricing, promotions, procedures, and other important issues,
- Create awareness of products and services.
Education
Diploma in Banking Finance And Insurance Managemen - Banking, Finance And Insurance
Indian Institute of Business Management
IndiaBachelor of Commerce - Cost, Management and Finance
Indira Gandhi National Open University
IndiaHigher Secondary - Education, Accountancy and Business Economics and Business Mathematic
University of Burdwan
Skills
- Problem-Solving
- Multitasking Abilities
- Decision-Making
- Training and Development
- Self-Motivated
- Dependable and Responsible
Languages
English
Urdu
Hindi
Bengali
Arabic
Certification
- Certified Microsoft Financial Modeling Level 1 / 2 / 3, KHDA
- Data Science Training - Sampliner
- Certified Customer Service Representative - Teleperformance Dubai
Timeline
Senior Contact Center Executive
Teleperformance Dubai, Project Medcare Hospital and Clinic
08.2022 - Current
Collection Executive
Teleperformance Dubai, Project First Abu Dhabi Bank
02.2021 - 07.2022
Senior Customer Service Executive
ETA Group, Project First Abu Dhabi Bank
12.2017 - 12.2020
Customer Service Executive
Islamic Finance
07.2016 - 11.2017
Diploma in Banking Finance And Insurance Managemen - Banking, Finance And Insurance
Indian Institute of Business Management
Bachelor of Commerce - Cost, Management and Finance
Indira Gandhi National Open University
Higher Secondary - Education, Accountancy and Business Economics and Business Mathematic
University of Burdwan
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