Customer Service Manager

Aneeza Malik

Mobile: +971-**-**-**-***

Email: *******.*****@*****.***

Location: Dubai, UAE

Visa Status: Visit Visa

Executive Summary & Objectives

Enthusiastic, self – motivated and assimilative professional with 10 years of experience in various roles of Administration & Operations, HR Management, CRM and Process. Key areas of strength are; Admin operations, HR, Analytical skills & Process execution, Negotiation, with focus on Quality controls, Risk & Compliance management. Recognized for the ability to network and sustain collaborative relationship with stakeholders, internal & external customers.

Focusing on developing a career with a progressive organization that will use my skills, abilities as a cooperative, and team working experience in an executive capacity, where I can effectively contribute to operations in any environment by enhancing and maintaining competency standards and perform consistently in order to utilize my potential and meet the organization’s objectives.

Strengths Skills

• Administration & Operations Management.

• Office Management, Travel Management.

• Customer Engagement, Time Management.

• Leadership Skills & Team Handling.

• HR operations & Process, Recruitment.

• Joining Formalities, Exit Process & Formalities

Employment Profile

Imperial Premium Group (Rent a Car), Dubai

Administration Manager: Feb 2015 – Jan 2020

• Supervising daily administrative operations by assigning duties and scheduling staff to ensure customer satisfaction within specified policies and determine when executive actions are required in providing the appropriate recommendation.

• Manage vehicle fleet and oversee the proper functioning of the vehicle. Update vehicle registration renewal, vehicle passing, insurance renewal, etc.

• Oversee the procurement of office supplies stock, equipment, capital equipment and services to support, ensuring proper facility management are adhered.

• Ensure the accuracy of records and prepare the required monthly reports (expenditure budget, cost budget) and MIS reports as per management requirements.

• Organizes and facilitates meetings, conferences, and other special events; coordinates and attends committee meetings, and participates in committee discussions.

• Provide oversight for general administration and ensuring that the necessary administrative policies, systems, and procedures are in place and are adhered to in order to promote high management quality standards.

• Introducing policies by establishing standards and procedures, measuring results against standards and making necessary adjustments.

• Responsible for preparing daily Sales Report; creating end of month productivity report.

• Provides provision of staff support to the office includes maintaining calendars & travel arrangements, screening, analyzing, and responding to incoming correspondence, handling day-to-day problems and situation.

• Excellent communication & presentation skills.

• Excellent leadership & team building skills.

• Highly organized and extremely quick learner.

• Detailed knowledge of admin procedures.

• Good analytical and negotiation skills.

• Ability to grasp systems and procedures quickly. Operations Officer & HR Support

• Provide general Operational support to the Operational team such as Car bookings, agreements preparation, and complete documentation of the costumers.

• Preparing documents opening & Closing Contract; Invoices, Receipts and Statements.

• Transportation: 24/7 support right from contract creation till receipt of payments.

• Handling Debit/Credit Transactions; dealing with bank in case of any discrepancies.

• Prepare monthly payroll report and advice finance with payroll details (deduction, increments, and allowance) and payment on vacation leave, Resigned/Terminated employees.

• Sourcing resumes on job portals and short listing candidates. Preparing offer letters, general documentation and providing orientation.

• Ensure all the visa process and its related activities are updated. Managing all documents required for Visa application/Cancellations, liaising with PRO and overseeing visa and Immigration in line. Silk Bank Limited, Pakistan

Customer Relationship Officer Dec 2011 – Jan 2015

• To develop and maintain the standards, policies and procedures regarding customer service

• Responding to customer enquiries; voice & non-voice in a professional & efficient manner

• Provides back-up support to the other group members in the performance of duties as required

• Maintaining up to date paper and computer-based files and administrative systems

• Promoting the company’s products and services to customers

• Account Statement Report Maintenance

• VDC Receiving, Delivering & Purging

• Ensures and provides quality service to both internal and external customers

• Maintain Customer records by updating account information

• Helping Account Opening Form completion

• Cheque Book & ATM Report Register Maintenance

Standard Chartered

Customer Service Coordinator Jan 2010 – Dec 2011

• Contributes to the development and maintenance of standards, policies and procedures regarding customer service.

• Attracts customers by answering products & service questions; suggesting information about other products & services.

• Resolves product or service problems by clarifying the customer’s complaint determining the cause of the problem.

• Contributes to team effort by accomplishing results as needed.

• Provides back-up support to the other group members in the performance of duties as required.

• Attend regular customer service departmental meetings.

• Perform other related duties as assigned by management Business Executive

• Contributes to the growth and profitability of Retail Funding (including Transactional Banking & Funds Management.

• Contributes to the retention of the investment portfolio through communication with members to secure investment.

• Assist members with day-to-day banking requirements, keeping up to date with all the company's products, services and procedures.

• Open customer accounts by recording account information.

• Creates and manages a customer value plan for existing customers highlighting profile, share and value opportunities.

• Identifies advantages and compares organization’s products and services.

• Supplies management with oral and written reports on customer needs, problem, interests and competitive activities and potential for new products and services. Education & Professional Credentials

Masters of Arts.(M.A) 2007-2010

(English Literature)

Bachelors of Arts.(BA) 2005 –2007

(Economics & Punjabi)

IT Proficiency

• Web browsing

• Well versed in MS Office Suite (Excel, Word, PowerPoint) Languages:

• (Professional working proficiency) English

• (Professional working proficiency) Hindi

• (Native) Urdu

Personal Details

Nationality : Pakistani

Date of Birth : 25th August 1987

Marital Status : Single

References : Available on request

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