Experience

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  Eml

  Oct 2006 - Apr 2007

  Sales executive

  *Conducted market analysis to identify and evaluate potential business opportunities, assessing their strategic position within the industry.*Proactively engaged with prospects to establish connections and cultivate relationships, effectively selling IT solution products.*Nurtured and maintained strong client relationships by consistently providing support and timely information, ensuring client satisfaction and loyalty.*Prepared comprehensive reports by diligently collecting, analyzing, and summarizing relevant data and information.*Contributed to the overall team effort by accomplishing related tasks and objectives, collaborating with colleagues to achieve shared goals. Show less

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  Mapfre

  Nov 2007 - Nov 2011

  Call center coordinator

  *Proactively addressed customer inquiries through both phone and written channels, providing comprehensive information and assistance regarding insurance coverage, benefits, and claims.*Demonstrated strong analytical skills in promptly identifying and resolving problems, offering timely and effective solutions to ensure customer satisfaction.*Efficiently managed high volumes of inbound and outbound calls, optimizing productivity and maintaining a high level of service quality.

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  Kalaam telecom

  Mar 2012 - Apr 2013

  Corporate customer service team leader

  *Assisted in contract and customer file database management, ensuring organized documentation.*Developed a comprehensive understanding of Corporate Customer Service operations, completing assigned tasks efficiently.*Reviewed and managed monthly insurance renewals for diverse corporate clients, ensuring compliance and uninterrupted coverage.*Collaborated with internal teams and provided exceptional customer service to address client inquiries and resolve concerns.

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  T'azur regional takaful company

  Oct 2014 - May 2015

  Corporate customer service(team leader)

  *Assisted in contract and customer file database management, ensuring organized documentation.*Developed a comprehensive understanding of Corporate Customer Service operations, completing assigned tasks efficiently.*Reviewed and managed monthly insurance renewals for diverse corporate clients, ensuring compliance and uninterrupted coverage.*Collaborated with internal teams and provided exceptional customer service to address client inquiries and resolve concerns.

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  Smart 6 advertising

  Nov 2014 - Dec 2015

  Assistant manager

  *Assisted in planning, coordinating, and executing successful events, including product launches, conferences, and experiential marketing activations, ensuring seamless execution.*Managed event logistics, including vendor coordination, budget management, and on-site supervision, ensuring timely delivery and adherence to client expectations and project timelines.*Leveraged technical expertise to troubleshoot and resolve technical issues during events, ensuring smooth operations and maximizing the impact of audiovisual and technical elements.*Collaborated closely with the technical team to assess client needs, ensuring alignment between client objectives and the company’s offerings. Show less

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  Ahli united bank

  Jan 2016 - now

  *Managed the BCTS Clearing Department and led the department's User Acceptance Testing (UAT) efforts,*Oversaw department capacity planning, including staff leave management and workflow optimization.*Managed the CBB Abuser Management system and monitored dishonored cheques, ensuring compliance and reporting accuracy.*Led enhancement/digitization initiatives, including the successful implementation of the E-cheque project and the transformation of a paperless environment.*Played a pivotal role in managing bank-bank mergers within the Money Transfer and Clearing department, ensuring smooth integration and operational continuity.*Created and updated department standard operating procedures (SOPs) and service level agreements (SLAs) to ensure compliance and efficiency.*Provided monthly management information system (MIS) reports, offering valuable insights and data for decision-making.*Ensured compliance with regulatory requirements set by the CBB and conducted quarterly Operational Risk Self-Assessment (ORSA) reviews.*Developed and maintained strong relationships with internal stakeholders, collaborating closely with cross-functional teams to drive efficient and effective outcomes. Show less *Managed and processed customer requests, including new account openings (individual/corporate), customer account maintenance, standing orders, fixed deposits, and ATM reissuance.*Led and managed enhancement/digitization projects for the department, ensuring successful implementation and improved processes.*Conducted annual reviews and updates of the department's standard operating procedures (SOPs) and service level agreements (SLAs).*Oversaw the day-to-day workflow of the team, ensuring efficient and effective outcomes.*Responsible for end-of-day balancing to maintain accurate financial records.*Selected by Executive Management to join the Process & Cost Improvement Committee, contributing to enhancing operational efficiency.*Provided regular monthly management information system (MIS) reports, offering valuable insights and data for decision-making.*Ensured compliance with regulatory requirements and guidelines set by the Central Bank of the country (CBB).*Prepared and delivered monthly reports to broadcast important information to stakeholders. Show less

  • Manager - Payments & Clearing

    Mar 2024 - now

  • Assistant Manager - Banking Operations | Money Transfer & Clearing Department

    Jan 2021 - Mar 2024

  • Officer - Banking Operations | Central Processing Unit

    Jan 2016 - Jan 2021