1. Raja Rafeh
Analyst - Senior Quality Service Officer (Group Business Service - GBS) at Abu Dhabi Commercial Bank
Dubai, United Arab Emirates.
Contact Information
Email Address: rajrafeh@hotmail.com
Mobile Phone: +971 50 6886232
P. O. Box: 939 Abu Dhabi, UAE
Personal Information
Date of Birth: 30 July 1980
Gender: Male
Nationality: Lebanese
Address: International City, Dubai, UAE
Visa Status: Residency Visa (Transferable)
Marital Status: Married
Number of Dependents: 2
Driving License Issued From: Abu Dhabi, United Arab Emirates
Target Job
Target Job Title: Customer Relationship Manager, Business Development Manager, Quality Assurance
Manager, Customer Service Manager, Client Service Manager.
Career Level: Management.
Target Job Location: UAE; Kuwait; Lebanon; Saudi Arabia.
Target Industry: Banking; Retail/Wholesale; Marketing; Business Support.
Employment Status: Full time.
Notice Period: 1 month or less.
Career Objective
Highly qualified senior professional exploring challenging opportunities to transfer over 14 years of
acquired skills in operations management, process management, quality assurance, business
development, retail operations management and customer relationship management to a professionally
managed and globally reputed organization for accomplishing organizational growth objectives.
Personality traits demonstrate leadership qualities, team and customer handling skills with an analytical
mindset.

2. Experience
Analyst - Senior Quality Service Officer (Group Business Service - GBS) at Abu
Dhabi Commercial Bank, Dubai, UAE.
Company Industry: Banking
Job Role: Accounting/Banking/Finance
October 2008 - Present
Key Responsibilities as Analyst - Senior Quality Service Officer (Group Business Service -
GBS)
Operations Management:
• Spearheading team efforts in resolving 30 complaint cases on day to day basis across the
United Arab Emirates.
• Handling department email address by responding to customers and the wide bank staff.
• Enhancing customer satisfaction by effectively resolving customer issues and rendering
qualitative service delivery.
• Communication level with Dept Heads and Sr. Mgmt.for implementing remedial measures and
other operational issues aimed at maintaining seamless operations.
• Ascertaining and approving reversing fees and charges to retail or commercial accounts aligned
to empowerment matrix.
• Approving credit card reversals coming through Siebel system
• Preparing weekly task by assigning the responsibilities for the individuals in whole team.
• Understand operational risk factors and implications for own business area / evaluates the risk
and cost implications of own.
• Achieve the Maximum requirements as per department’s KPIs.
Miscellaneous Activities:
• Played key role in enhancing operational efficiency by upgrading software.
• Distinguished for efficiently training and leading four interact officers in catering to related bank
products in RBS complaint department in Dubai post-merger of ADCB and RBS.
• Awarded for implementing various process improvement initiatives leading to enhanced
productivity in the department.
• Winner of Star Tamayuz for proactively resolving issues within prescribed standards.
• Recognized 18 times as best officer of the month for accomplishing business targets and
rendering exemplary service delivery.
• Bagged Commendation certificate for enhancing client satisfaction by rendering qualitative
service delivery within a span of 6 months.
• Evaluating cases and maintaining updated system status for monitoring complaints and
generating reports.
• Builds and sustains customer relationships through being open, trustworthy and transparent.
• Participating in product trainings for maintaining updated product knowledge.
• Managing payment project for monitoring fraud funds transfers.
• Process payment coming through UAEFTS fraud queue within defined cutoff times.
• Recruiting a new member and trained him to process payment and to filter fraud queue.
• Guiding team members in conducting quality service survey for SME and corporate customers.
Systems Operating Expertise:
Outlook, Flexcube Retail, Vison Plus, Sieble (Itqan), Real Time Management, Appzone, Laps,
360 ATM View, Business object, MIS online, Payment Fraud Queue, Touch Points system, LuLu
Points System, Etihad Miles Engine.
Customer Service Officer for Auto & Smart Loans (Retail Control Unit - RCU)
at Abu Dhabi Commercial Bank, Dubai, UAE
Company Industry: Banking
Job Role: Accounting/Banking/Finance
September 2006 – October 2008
Key Responsibilities as Customer Service Officer for Auto & Smart Loans (Retail Control
Unit - RCU)

3. Operations Management:
• Interacted with customers availing car loans and smart loans across Dubai and Northern
Emirates for understanding and resolving issues aimed at enhancing client satisfaction.
• Followed up with Retail CAD and Recovery Collection Control Unit and CPD (Central
Processing Department) in Dubai and Abu Dhabi in resolving loan issues within SLA parameters.
• Enhanced revenue by up-selling or cross selling organizational products and services to existing
clients or prospects.
• Highlighted critical issues with potential business impact to the senior management team for
effective resolution.
Process Management:
• Coordinated activities related to closing loan maturity or early settlement accounts followed by
issuing release letter addressed to the ministry of car registration and licensing department for
customers.
• Followed up with concerned authorities for issuing no liability letter, no objection letter and
recalling PDCs post settlement or closing of loans.
• Involved in changing cheques from one bank to another, stopping old set of cheques including
cancelling cheques for direct debiting from personal current or saving account aligned to
operational requirements.
• Issued advisory to branches and staff in Dubai and North Emirates pertaining to new enquiry
requested by customers.
Sales Officer (Retail Banking Group) at Abu Dhabi Commercial Bank, Dubai, UAE
Company Industry: Banking
Job Role: Accounting/Banking/Finance
April 2006 – September 2006
Business Development:
• Implemented strategies for retaining or enhancing existing market share in the assigned
territory.
• Updated the senior management on collated market intelligence on competition and other
market trends for restructuring business strategies.
• Built and maintained productive business relationship with account managers of major
organizations for identifying and developing new business opportunities.
• Generated awareness on new products and facilities provided by the bank across the target
market segment.
Operations Management:
• Collaborated with team members in ascertaining and finalizing loan requirements by clients.
• Prepared and submitted client’s personal documents for loan approval.
• Drafted and presented detailed business reports to the team leader highlighting market
movement and other related factors.
• Distinguished for accomplishing monthly sales targets leading to significant revenue generation.
Sales Executive at The Gallery Select Furniture, Abu Dhabi, United Arab Emirates
Company Industry: Retail/Wholesale
Job Role: Sales
November 2004 - March 2006
Business Development:
• Interacted with customers visiting the showroom for understanding requirements and providing
customized business solutions.
• Generated awareness on new products amongst customers aimed at enhancing business
generation.
• Implemented strategies for accomplishing monthly business targets.
Miscellaneous Activities:
• Highlighted critical customer queries and issues with significant business impact to the
showroom manager aimed at effective decision making
• Managed pricing of items on the floor and maintained physical inventory.
• Presented detailed reports on daily sales, last piece sold on the floor and weekly movements in
the showroom to the head office for reengineering business strategies.

4. Education
Diploma, Computer Programming at Professional Modern Center
Location: Beirut, Lebanon
Completion Date: September 1999
Certificates:
• Certificate of Information Technology, Western Sydney Institute, Richmond, Australia, November 2001
• Certificate in English, Sydney Institute of Technology, Sydney, Australia, June 2001
Professional Development and training:
• Business Continuity planning at ADCB, University of Ambition - Online Assessment, June 2015
• Fraud Control or Fraud Prevention, University of Ambition - Online Assessment, June 2015
• Advanced Anti-Money Laundering Certification, University of Ambition - Online Assessment, November
2014
• Risk Awareness Workshop, ADCB Ambition University Bachelors in Operational Excellence Program,
November 2014
• AOM - Active Operating Management, Rotana Yas Island Hotel, May 2014
• Presentation Skills Workshop, ADCB Head Office, February 2014
• Developing and Motivating Team Workshop, ADCB Head Office, November 2013
• Information & Physical Security Awareness Training, ADCB Ambition University, November 2013
• Office of Foreign Assets Control (OFAC) and Fraud Attempts, ADCB Head Office, February 2013
• Towards Service Excellence - Learned the Tactics of the bank which provides the excellence to their
customers, Crown Plaza, YAS Island, Abu Dhabi, UAE, January 2013
• Compliance Foundation, ADCB Head office, Abu Dhabi, UAE, March 2012
• Operational Risk Management Basic, ADCB Head office, Abu Dhabi, UAE, May 2012
• Branch Operation - Cash office, Teller, Chqs Clearing, monitoring ATM machines, attending to
complaints, ADCB head office, Abu Dhabi, UAE, April 2011
• Delight the Customer Training, ADCB Head Office, Abu Dhabi, UAE, March 2010
• ADCB Tafani Training, ADCB Head Office, Abu Dhabi, UAE, January 2010
• ADCB Personal Loan Training, ADCB Head Office, Abu Dhabi, UAE, May 2006
• ADCB Mortgage Service Training, ADCB Head Office, Abu Dhabi, UAE, October 2006
• ADCB Car Loan Customer Service Training, ADCB Head Office, Abu Dhabi, UAE, October 2006
• Window, Word & Excel Course, Mira Training Centre, January 2001
Skills
Operational Excellence, Process Improvement, Service Quality
Level:Expert | Experience:10 years or less
Project Management, Requirement Elicitation, SLA Compliance
Level:Expert | Experience:10 years or less
Loan Account Processing, Loan Assessment, Loan Settlement
Level:Expert | Experience:10 years or less
Business Development, Cross Selling, Up-Selling, Revenue Generation
Level:Expert | Experience:More than 10 years
Retail Store Management, Merchandizing, Inventory Management
Level:Expert | Experience:More than 10 years

5. Product Pricing, Product Positioning, Product Mixing
Level:Expert | Experience:More than 10 years
Resource Optimization, Budgeting, Cost Control, P&L Management
Level:Expert | Experience:More than 10 years
Performance Evaluation, Training and Development, Productivity
Level:Expert | Experience:More than 10 years
Management Reporting, Statutory Documentation, Record Keeping
Level:Expert | Experience:More than 10 years
Effective Communication, Team Leadership, Analytical Mindset
Level:Expert | Experience:More than 10 years
Microsoft Office Applications (Word, Excel, Power Point and Access) Networking,
HTML
Level:Expert | Experience:More than 10 years
Languages
Arabic Level:Expert
English Level:Expert
Hobbies and Interests
Swimming, Fishing, Birds Hunting, Camping, Body Building, Jogging