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KASHIF ALI, BA 506-***-**** ad16np@r.postjobfree.com

CUSTOMER RELATIONS MULTI-LINGUAL CUSTOMER SERVICE ADMINISTRATIVE SUPPORT I am a customer-focused professional with > 10 years’ experience meeting/exceeding customer expectations. I have excelled in collections by listening to customers and then providing win-win solutions. Throughout my career in the financial services sector, I have worked globally in diverse cultures and environments, leveraging banking software such as Prime and Flexi. I am seeking my next career challenge in a customer-facing role where I may apply strong customer relations and business skills. HIGHLIGHTS OF MY QUALIFICATIONS

Technology:

• Microsoft Office: Excel, Word, PowerPoint

• Banking Software: Prime, Flexi

• CRM Solutions: Salesforce.com

Functional Skills:

• I am fluent in several languages including English, Arabic, and Hindi.

• Knowledgeable of global banking regulations including Anti-Money-Laundering and Know-Your-Client – AML, KYC

• Conducted physical verification for loan approval processes

• Skilled in credit & collections: restructuring liabilities to meet both lender’s and borrower’s requirements

• Worked with multi-national and local Canadian banks such as Barclay’s and Canadian Western Bank

• Worked for an international airport as multi-lingual Customer Service Agent WORK HISTORY

2023 - Present

CGI, cgi.com

Consultant (Remote Service Desk Support)

Currently working as Service Desk Support with below responsibilities but not limited to:

• Respond to requests for technical assistance by following prescribed procedures.

• Research reported incidents using available information sources and tools. Diagnose, triage and resolve hardware, software, applications or basic network-related issues.

• Log all contacts and document all the activities and results accurately and completely within the incident management tool.

• Assign unresolved tickets to the appropriate support team.

• Proactively monitor, follow up and expedite the resolution of assigned and pending tickets.

• Identify and escalate tickets requiring urgent attention and action.

• Stay current with system information, changes and updates.

• Adhere to work schedules, attendance and leave policies.

• Deliver high standard customer service

Key Achievements:

• Learning IT troubleshooting.

• Acquiring experience in delivering first class customer service

• Gaining the ability to handle complex issues and how to adopt possible solutions on strict deadlines. CWB National Leasing, cwbnationalleasing.com 2022 - 2023 Business Coordinator

Worked with CWB Sales Representatives to ensure that client documentation was complete to enable leases to be disbursed. Reviewed customer applications, checked that all data was correct, and ensured that vendor had full approval.

• Followed up on asset registrations. Addressed client queries and provided timely responses.

• Attained approval from head office and helped Sales Representatives attain their commissions.

• Entered credit applications for scoring and checked eligibility. K A

KASHIF ALI, BA 506-***-**** ad16np@r.postjobfree.com

• Ensured that client companies were registered with the government by reviewing the corporate registry.

• Followed up for confirmation with brokers; ensured that equipment was adequately insured. Key Achievements:

• Came up to speed quickly with the Canadian banking environment, documentation, and regulations.

• Developed skills with technology in use at Canada Western Bank.

• Gained knowledge in credit check procedures in Canada. ABU DHABI ISLAMIC BANK - (Previously BARCLAYS BANK DUBAI) 2007 - 2021 Senior Customer Service- For Retail Products (Collections & Legal Dept.) Analyzed current credit data and financial statements form collection point of view. Evaluated customer records and recommended payment plans based on earnings, savings data, payment history, and purchase activity.

● Generated financial ratios, using computer programs, to evaluate customers' financial status.

● Consulted with customers to resolve financial and credit transactions. Conducted skip tracing for missing clients.

● Evaluated customer records and recommended that account be closed, or collections should be attempted, based on earnings and savings data, payment history, and purchase activity of customer

● Liaised with other staff within the company, such as managers informing and updating of current market trends. Key Achievements:

• Stayed informed about the legal, compliance and market-risk-related issues involved from collection point of view.

● Provided clients in default with potential solutions that met their financial situations as well as the bank’s needs. NATIONAL BANK OF DUBAI (NBD) 2004 - 2007

Credit Analyst

Provided quality service to internal customers through undertaking risk assessment analysis of various types of lending proposals. Analyzed financial information, such as statements, management accounts and cash flow data.

● Developed models of credit information to predict patterns and trends using specialist statistical software.

● Assessed credit worthiness of client companies. Ensured that procedures comply with sector standards.

● Analyzed call volume & trends, documenting recommendations for improvement and implementing changes. Key Achievements:

● Assisted in monitoring business performance, reported observations and recommended necessary actions.

● Communicated effectively with corporate clients and personnel at other financial institutions. EMIRATES TRADERS LLC 2003- 2004

Customer Service/ Sales Coordinator

Addressed customer queries and assisted sales terms to prepare quotations as per clients’ requirements by coordinating with national and international partners.

● Coordinated with clients and sales team to organize meetings with suppliers and customers.

● Convinced suppliers to provide lowest price and influenced customers for brands matching with high prices.

● Once shipments are done successfully, ensured payments are provided to suppliers and payments are then effectively collected from customers.

EXPERIENCE PRIOR TO 2003

DUBAI INTERNATIONAL AIRPORT Passenger Service/ Ground Staff Completed check-in processes for passengers and addressed their questions and concerns. Accommodated passengers during flight delays or cancellations.

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KASHIF ALI, BA 506-***-**** ad16np@r.postjobfree.com

● Coordinated with airlines for VIP services.

● Controlled flight reservations with DNATA and other agencies.

● Arranged landing permits and performed pre/post flight checks.

● Performed ramp handling; coordinated with DNATA load control for best possible results by maximum uplift of cargo

EDUCATION & PROFESSIONAL DEVELOPMENT

Education:

Bachelor of Business Administration, (BBA),University of Karachi Professional Development:

Completed various courses in Customer Relationship Management – CRM Awards & Recognition:

Awarded Best Collector of the Year in 2010 for Collection Dept. at Barclays Bank. Awarded best Collector in 2017 Adib bank

Top Performer Award in 2019 Adib bank

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