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Customer Service Back Office

Dubai, Dubai, United Arab Emirates
November 30, 2018

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Sheetal A. Hate

***, *** ** ******* *******, Doha St, Al Qusais Dubai –U.A.E

: 055******* / 042521318



To obtain challenging and demanding job this will further enhance my knowledge and skill.


1. Date of Birth : 15th April 1981.

2. Nationality : Indian.

3. Languages Known : English, Hindi and Marathi

4. Gender : Female.

5. Marital Status : Married.

6. Passport no. : G1415026 (On husband visa)

EDUCATIONAL QUALIFICATION: - (March 2003) from Mumbai University

RECENT WORK EXPERIENCE:- (From Jan 2013 till May 2016 )

EmiratesNBD Bank as a Team Processing Member (Maker) Dept. Operation Processing Center, Inward and Outward investigation payments.

Job Responsibilities:-

Few of my key responsibilities are:

1)Handling and providing resolutions to all complaints/queries initiated by the

customer directly at the branch and online regarding inter account and local transfers /international SWIFT payments/exchange rates and charges.

2)Working closely with the treasury department requesting and booking deals/special rates for customers to avoid an exchange loss due to market fluctuations.

3)Screening international payment to ensure all the compliance and SWIFT

regulations are adhered to and liaising with the Group Compliance team seeking approval for high value transactions which takes hit for purpose of payment/remittance and business reasons.

4)Tracing and tracking fraudulent transactions in customer’s account and provide

Immediate resolutions. Compile through investigation and involve the IT and

relevant department to provide permanent solutions/infrastructure and

technical support to avoid such events.

5) Handling A/C to A/C transaction regarding charges from customer as per the

Terms and conditions agreed between the Bank and the customer.

6) Investigating errors which have or might have an impact on the Customer or the


7) Interacting with Receiving Banks as well as Correspondent Bank via SWIFT.

8) Ensuring Regulations and Compliance requirements of banks receiving and

sending payments are adhered to.

9) Dealing with correspondent and beneficiary bank when the beneficiary or remitter

claims non receipt of funds. Ensuring all Audit requirements are met.

10) Identifying procedural gaps and analyzing time taken to follow traditional

methods and providing a logical and innovative solution for the same to avoid

time consumed which leads to wastage of quality human resource.

11) Constantly liaising with business partners to review the process work flows and

bank errors and losses.

12) I had handle project of ENDB and EI charges.

13) I was handling PSS block cases as well as helping Recon team whenever they are

In need.

Worked with “Clotex India Pvt Ltd.” at Vasai as “Back Office Executive” from Feb. 2009 To June 2011. Clotex India Pvt Ltd. is a well known MNC & leading company making of various brand Labels such as NIKE, Adidas, G-star etc.., exporting their products more than 134 countries.

Job Responsibilities:-

1) Coordinating in between Sales team, customer & factory, by Email & Phone calls.

2) Ensure that Clotex India Ltd. customer service level should quick and accurate,

Response, order processing, lead times, Packing.

3) Customer account handling: - ensure the customer relationship is good,

Calling customer, follow up with customer, customer database development.

4) Make Proforma invoices & order acceptance report against customer’s orders.

5) Make daily, weekly & Monthly production reports.

6) Responsible to send every days Local & international couriers.

Worked with National Bank of Fujairah (Dubai Bank St) Import Department as a Back office Executive from Oct 2007 to April 2008.

Job Responsibilities:-

1) Checking of Import document such as LC’s due date for payment.

2) TR and Payment procedure.

3) Preparation of Agent commission cheque.

4) Reconciliation.


Window XP, MS Office (Word, Excel, PowerPoint)

Internet Surfing

Typing speed (English): 40 w.p.m Certified by Govt. of Maharashtra Board Examination.

Date :

Place : (Sheetal A. Hate)

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