Zaineb Shamsuddin Sulaiman
Abu Dhabi
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. 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
4
4
years of post-secondary education
1
1
Certification
Work History
IT customer support
SEHA- Ambulatory Health Services, Abu Dhabi
Abu Dhabi , UAE
2021.08 - 2023.01
- Followed up on all client requests and verified resolution.
- Processed inbound customer calls promptly to meet call-handling timeframe targets.
- Handled all claims and communications within established service level agreements.
- Transferred customer calls to respective department or personnel to address specific issues.
Service Desk
SEHA-Ambulatory Health Services, Abu Dhabi
2020.08 - 2021.08
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Call centre agent
Dubai health Authority-Rashid Hospital
2019.12 - 2020.07
- Used outstanding problem-solving and communication skills to appease dissatisfied customers
- Maintained accurate knowledge of current services to provide informative customer advice.
Call Center Agent
Bank of Khartoum Sudan
2018.11 - 2019.10
- Khartoum
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Analyzed customers' financial information to deliver personalized account guidance
- Answered customer questions and explained available services such as deposit accounts, bonds, and securities.
Customer Service Trainee
Bank of Khartoum Sudan / Khartoum
2016.04 - 2017.10
- Answered customer telephone calls promptly and improved on-hold wait times
- Guaranteed positive customer experiences by efficiently resolving customer concernsand complaints.
Customer Service Trainee
Export Development bank
Khartoum , Sudan
2015.08 - 2016.12
- Resolved customer complaints following guidelines and referred complex inquiries to team leaders
- Advised customers onavailability, pricing and location of products.
Education
Economic & management science - Bank
National Ribat University
Khartoum 2013.11 - 2017.11
Skills
Microsoft Office 365
Customer support
Flexible and Adaptable
Excellent Communication
Problem solver
Multitasking abilities
Certification
Micro Finance
Foreign Trade Operations
Forms of bank financing
Professional Marketing
Trading Gold&Foreign Exchange
Languages
English
Advanced
Arabic
Native
Volunteer work
- New Abu Dhabi Airport 2023
- SEHA IT Team-COVID-19
• Community Running & Cycling Races
• Gulf League-Third Round
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
IT customer support
SEHA- Ambulatory Health Services, Abu Dhabi
2021.08 - 2023.01
Service Desk
SEHA-Ambulatory Health Services, Abu Dhabi
2020.08 - 2021.08
Call centre agent
Dubai health Authority-Rashid Hospital
2019.12 - 2020.07
Call Center Agent
Bank of Khartoum Sudan
2018.11 - 2019.10
Customer Service Trainee
Bank of Khartoum Sudan / Khartoum
2016.04 - 2017.10
Customer Service Trainee
Export Development bank
2015.08 - 2016.12
Economic & management science - Bank
National Ribat University
2013.11 - 2017.11
Micro Finance
Foreign Trade Operations
Forms of bank financing
Professional Marketing
Trading Gold&Foreign Exchange
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