FAKHRAH Y AL HANAEE
Customer Service Advisor
Profile summary
Experienced [customer services adviser] with over 17 years of experience in FAB . Excellent reputation for resolving problems and improving customer satisfaction. Dedicated FAB professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Career highlights
Enhanced Customer Service Efficiency: Streamlined customer inquiry processes at First Abu Dhabi Bank, resulting in a 15% reduction in average call handling time and improved customer satisfaction scores.
Key skills
Professional experience
Provided exceptional customer service at First Abu Dhabi Bank in Al Madam, Sharjah, UAE, resolving inquiries and complaints efficiently and effectively.
I work as a senior customer service employee. I know how to treat customers as will I know how to work my best to do my work completely.
- Attracts potential customers by answering product and service questions; suggesting information about other products and services.
- Opens customer accounts by recording account information.
- Maintains customer records by updating account information.
- Resolves product or service problems by clarifying customer's complaint; determining cause of problem; selecting and explaining best solution to solve problem; expediting correction or adjustment; following up to ensure resolution.
- Maintains financial accounts by processing customer adjustments. Recommends potential products or services to management by collecting customer information and analysing customer needs. Prepares product or service reports by collecting and analysing customer information. Contributes to team effort by accomplishing related results as needed.
- Handle customer service queries with respect to product, service and billing
- Maintains customer records by updating customer history through service requests/complaints and Notes.
- To achieve set targets in terms of service standards and customer satisfaction scores for customer inbound calls received and ensure quality of outbound calls
- To assist customers in making their financial process smooth by generating online passwords for all FAB Personal Banking Channels
- Contribute to business by generating new prospects/Leads for all types of FAB products.
- Ensure business meets its obligations on prevention of money laundering under Bank's Policies and Standards and under local laws and regulations
- Recommends potential products or services to management by collecting customer information and analyzing customer needs
- Contributes to team effort by accomplishing related results as needed
- Demonstrate flexibility in adhering to planned/scheduled shifts and on call/ unplanned shifts due to floor situation for achieving all defined SLA
- Ensure adherence of policies and procedures
- Adhered strictly to policies and procedures for continued company compliance.
I worked in the new department, which called Council for Education Care and Academic Affairs, and I work as secretary and make worksheets, logos, letterheads and Internet website.
Education
A+ Certificate: • Managing and Maintaining a Microsoft Windows Server Environment. (2273B) • Installing, Configuring, and Administering Microsoft Windows XP Professional.(2285B) • Implementing a Microsoft Windows Server 2003 Network Infrastructure: Network Host. (2276C) • Implementing, Managing, and Maintaining a Microsoft Windows Server 2003 Network Infrastructure: Network Services. (2277) • Planning and Maintaining a Microsoft Windows Server2003 Network Interstucture.(2278) • Planning, Implementing, and Maintaing a Microsoft Windows Server 2003 Active Directory Infrastructure. (2279) MCSE Certificates: • Turned dictation into completed letters, memorandum and emails, distributing to relevant staff and clients. • Turned dictation into completed letters, memoranda and emails, distributing to relevant staff and clients. • Greeted customers promptly and professionally, providing friendly, knowledgeable assistance.