1. BhaktiJalpur
Block B/517, University View, Dubai Silicon Oasis, Dubai
Email: bhaktijalpur20@gmail.com contact: +971502812763
Career Objective
Seeking for a position where I can efficiently utilize my expertise and skills
Summary of Professional Qualification
Ability to manage through others
Profound knowledge ofDeposit,Retail/Business Banking and e-Banking operations,bank policy &
procedure and banking systems
Wide experience in managementand monitoring ofbank call center employees,bank operations,retail
banking programs and products
Proficientin using MicrosoftWord, Excel, and Outlook software programs
Can proficiently use Vision Plus,IST MAIN/TRANSACTION, Prime,Base 24, CRM, Fraud Navigator
Commendable abilityto maintain effective and positive relationships with coworkers,branch employees
and customers
Personal Skills
A keen communicator with honed interpersonal,problem solving and analytical abilities
Detail oriented with good multitasking abilities
Self directed,well organized, quick observer, team player and hard working
Integrity, humilityand an entrepreneurial attitude.
Ability to negotiate and influence.
Professional Experience
Team Leader Inbound (Retail/Business banking) – Commercial Bank of Dubai
December 2015 – Present
Allocating daily jobs and workloads.
Managing a team of 12 members.
Acting as a resource for other staff members.
Managing team performance and progress.
Enforcing all bank approved policies and procedures.
Constantlylooking for ways to improve processes.
Monitoring the performance ofjunior staff.
Completing team-related paperwork.
Implementing new initiatives and making sure all staffunderstand them.
Taking action to correct and staff shortcomings.
Managing and monitoring staffattendance.
Giving promptand accurate information on individual staffmember performance.
Attending and participating in team meetings.
Discussing Monthly KPI with the team members for improved performance
Reporting to Head of the Dept
2. Quality Assurance Specialist – Commercial Bank of Dubai - May 2014 – November 2015
Proactively assistthe quality assurance and qualityimprovementinitiatives ofthe department.
Follow ups with respectto
A. Call / Email Audits
B. Process Documentation
C. Implementation (follow ups)
D. ManagementReview
E. Process/Productupdate date collection from relevantsources (ProductManagers)
Identify gaps in employee productknowledge skills,refer major requirements to the management,
provide and organize provision for required development.
Promote the quality managementculture and ensure the awareness ofcustomer requirements are
prioritized.
Responsible for suggesting and implementing improvements thatwill create a more profitable and high-
quality work environment.
Facilitate recommendation for change or amend in process/policyfor improved performance.
Help manage QualityManagementSystem (QMS) auditto verify that all activities are performed in
accordance with the established standard policies and procedures.
Facilitate the Managementreview and follow-up on the status of the decision taken along with the
Senior Officers
Customer Service Agent - Commercial Bank of Dubai - August 2011 – May 2014
Outbound Calling & Supporting Inbound
Making courtesy calls to new Accounts holders
Generating sales lead for personal loans,creditcards,car loan & mortgage loans through calling
existing accountholders
Handling inbound customer calls
Handling customer accounts,loans,creditcards,ATM Cards & branch inquires
Activating/ blocking/replacing creditand ATM Cards
Taking customer feedback and complaints
Coordinating with the branch / HO managementvia re directing emails/calls
Telesales Executive – RAK Bank - January 2011 – August 2011
Maintaining & developing relationships with customers in person,via tele calling and emails
Arranging meeting with potential customers to prospectfor new business
Negotiating the terms of the agreementand closing the sales
Advising on the forthcoming productdevelopments and discussing special promotions
Academic Qualification
Bachelors ofMass Media – Advertising (BMM) - Mumbai University – June 2010
Higher SecondaryCertificate (HSC) – R.D. National College,Mumbai – June 2007
Secondary School Certificate (SSC) – Air India Modern School,Mumbai – June 2005
Personal Information
Date of Birth: 20/06/1989
Marital Status: Single
Passportno:Z2651591
Valid UAE Driving License;1854067
Hobbies;cooking,singing,reading,travelling
_________________________________________________________________________________
P.S : References will be available on request