Service Representative Cdd

FONDA FAWZI FTOUNI

Career Objectives :-

To create an exceptional value for the organisation, maximising my share of learning and experience.

To contribute my skills by working with great sense of responsibility, dedication and hard work.

Personal Details :-

Date of Birth : 26th March 1984

Nationality : Lebanese

Sex : Female

Driving License : Yes

Contact No : +971*********

E-mail address : ***********@*****.***

Qualifications :-

EDUCATION

oCompleted High school Graduation in ( In UAE )

oHigh school British Curriculum

COURSES

oCompleted MCSE, MCSA (Exam Preparation)

oCSR Certification workshop from ENBD

oAnti-Money Laundry Training from ENBD

oTranscript Secretarial

ACHIEVEMENTS

oBest Performer as a telesales for life insurance Alico

oCredit Card training completion

Work Experience :-

Etisalat, Ajman – UAE

Customer Service Advisor (2018 – until date)

Performing campaigns according to management requirements.

Achieving settled targets & KPI.

Using Etisalat tools such as CBCM, CIM for processing customers’ requests.

Handling complains and providing the proper solution for customer’s satisfaction.

Processing customer’s request through URMS & Web leads tools.

Azizi development LLC

Customer Service Advisor (2017 – 2018)

Generating leads and selling properties projects.

Achieving settled targets before the campaign deadline.

Increasing the number of customers in the organization database to grow business.

Using properties tools such as Bitrix & Epms for generating Leads.

Performing campaigns according to management requirements and business needs.

Administrator (Verification dept.) 2018

Contacting the clients and verifying their personal contact details.

Sending mails and resolving client complaints (Delay in SPA process).

Following up with the clients to keep them updated & satisfied with our services.

Using EPMS and tool.

Emirates NBD (ENBD), Dubai – UAE

Customer Service Representative in Business Banking Dept. & CDD remediation coordinator (2010-2016) (L Band)

Provide superior customer service in a professional and friendly manner.

Maintain a high level of knowledge about the bank’s products and services; ensure customers are provided with correct and accurate information.

Identify opportunities to promote the bank’s products and services, cross-sell and refer them to relevant branch, department or bank staff.

Processing telegraphic transfers, account maintenance, raising SRs and replying customer’s emails promptly.

Resolving customers complaint regarding the product or service by clarifying the issue caused and explaining the root cause to the customer.

Processing KYC/CDD Remediation for new & existing Customers.

Processing FATCA and reviewing updated documents in Docsafe.

Maintain CDD at the highest level of quality to protect the bank from regulatory risk which could end up into financial and reputational damage.

Communicating customers and setting up meetings with the actual responsible person from the company side to collect the details and the activity of business transactions.

Continuous follow-ups and reminders sending to clients to avoid any damage to genuine relationships.

Completing CDD with Accurate/Genuine details to avoid any misleads.

Closely working with ENBD compliance dept.

National Bank of Dubai (Recently Known as ENBD), Dubai - UAE

Customer Service Representative (2007 – 2009)

Educating customers about the financial products of the bank.

Developing solutions to fit the customer’s needs.

Handling incoming calls as per quality standards for the bank in order to achieve customer satisfaction and reduce customer effort

Resolves customer complaints by investigating problems.

National Bank of Dubai (Recently Known as ENBD), Dubai - UAE

Telesales (2004 – 2007)

Generating leads and selling Investment and Insurance products.

Handling phone calls for existing and prospective customers and do the proper follow -up.

Performing campaigns according to management requirements and business needs.

Achieving settled targets before the campaign deadline.

Increasing profits by increasing the number of customers in the bank’s database to grow

business.

Personal Skills :-

Highly organized and dedicated professional with extensive background in client service and administration.

Goal-driven leader who achieves the set goals and given targets.

Documenting workflows using Excel and MS Visio.

Good use of banking tools such as Siebel CRM, Tracksoft, Finacle,Docsafe, Sigcap, Bitrix, etc.. & also Property tools such as EPMS & Bitrix.

Contact this candidate