Customer Service, administrative a
Resume:
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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