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Customer Service, administrative a

Sharjah, Sharjah Emirate, United Arab Emirates
April 29, 2019

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Lubna Mehdi


Career Objective

To seek a challenging position in a dynamic organization that welcomes initiative, dedication and demands excellence in consistently meeting business objectives and exceeding standards. Key Skills

Self-driven, dynamic and aggressive team player.

Qualitative Leadership abilities; Ability to motivate, monitor team members Desire to grow a business to new levels of success. Persuasive communications and excellent presentation skills. Extremely effective in utilizing resources, reducing costs and improving processes. Quantitative analytical skills in the banking and financing industry Ability to work under pressure and meet deadlines. Career Progression

Emirates NBD Retail Compliance

Team Leader / Retail Compliance Analyst

Jan 2014 – Present

Promoted to Team Leader; Monitored, Evaluated and mentored up to 9 members for the Retail Compliance Project

Executed ENBD internal, external and UAE Central Bank regulations to remediate AML identified customer.

Collaborated with Business Unit Heads, Relationship Managers, Legal Policy Advisors to innovate solutions for remediation.

Formulated in-depth knowledge of various company segments (Partnership/ LLC/ Free Zone) to provide a feasible solution for discrepancies identified. Used extensive tools such as Finacle / DOC Safe/ MS Outlook/ MS Excel / Sigcap to accurately devise client’s background information. Performed intricate audit control of the bank’s Account Opening Documents/ Customer Information checks

Detail analysis of the ENBD KYC form and its elements to comply within UAE Central regulations.

Chaired process remediation meetings with various ENBD Business Units and Back-end processing Centre

Innovated, captured and maintained Project Issue Log to resolve process related issues Formulated project scope documents to ascertain the project scope and the project requirements

Emirates NBD OPC

Processing Team Member ENBD Operations Processing Center June 2009 – Nov 2013

Responsible for handling Investment products & services. Setting up Standard Orders / Process Account Closures / Control maintenance of Customer Records into ENBD’s core banking system (Financle) as per departmental agree SLA Constructed weekly audit reports as per the Business Unit’s requested KPIs and issued Guarantee and audit confirmations.

ENBD Ajman Branch Ajman, U.A.E.

Customer Service Representative

September 2007 – May 2009

Proficiently managed and responded to customer queries Established keen business relationships with ENBD customers Assisting team with handling customer queries and finding resolutions to it. Presented the unified service face of the Bank to the High Net worth Clientele. Continuous updating knowledge of Investments, Insurance and Mutual funds. Concurrent up to date knowledge of the Middle East’s retail banking market scenario and customer base available for business.

Buzz Marketing LLC

Call Center Agent

September 2002 – September 2007

Continuous updating knowledge of Banking products, Investments, Insurance and promotions.

Attending customer queries and resolving customer complaints with internal departments including Credit, Operations, and Remittances & Investments. Making Financial Spreads & Preparing short-Form Credit Proposals. Handling Customer’s queries and resolving customer issues. HASSAN MUKHTAR & SONS (Al Quoz, DUBAI)

Assistant Accountant

Jan 2002 - Apr 2002

Maintaining items received report, preparing product codes. Proficiently managing files and preparing invoices. Efficiently managing induction of new acquisition into portfolio. Executing sales order with end to end process

PAN ARAB RESEARCH CENTER (PARC) / CENSYDIAM (Karama, Dubai) Tele Interviewer / Moderator Oct 2000 – Oct 2001

Discussing with consumers and knowing their opinions and views on new consumer products before launching in the market.

Visiting Government, public and private organizations to monitor service quality. Preparing analysis report.

Academic Credentials

BBA Milestone Institute (Affiliated to Newport University, California) 1998 - 2000 Intermediate Pakistan Islamia Higher Secondary School at Sharjah, UAE 1997 Additional Details

Computer Literacy Proficient in using MS Office, research tools, and corporate software Date of Birth 04 Aug 1979

Nationality Pakistan

Marital Status Married

Driving License Dubai, UAE

Languages English, Urdu, Basic Arabic

References Can be furnished immediately upon request

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