1. SHAKEELA ANJUM
Mobile # 00971508670424, 00971557874928
Email ID: shakeelaanjum07@yahoo.com
PROFESSIONAL OBJECTIVE
To achieve a position in a professional & people oriented organization which pursue teamwork,
provide opportunities to the staff for excellence & support the long term view from their
employee’ssothattheycouldachieve theirobjectives friendly, efficiently, effectively & accurately
across various departments including operations & customer service.
CORE COMPETENCIES
 Patience
 Exceptional communicationskills
 Quicklearner
 Strongclientrelations
 Trainingdevelopmentaptitude
 Proficientincashmanagement
 Shippingandreceiving professional
 Shippingandreceivingprofessional
 Cash flowmanagement
 Cost reductionstrategies
 Projectplanninganddevelopment
 Budgetingandforecasting
 Customerrelationsspecialist
 Processimprovement
 Organized
 Unsurpassedworkethic
 Results-oriented
 Dependable
 New productsknowledge
 Natural leader
WORK HISTORY
ETISALAT UAE
SR. CUSTOMER SERVICE OFFICER Oct 2008 till Feb2015
 Analyzingstatisticsorotherdata to determine the level of customerservice whichour
organizationisproviding
 Investigatingandsolvingcustomers'problems,whichmaybe complex orlong-standing
problemsthathave beenpassedonbycustomerservice assistants;
 Producingwritteninformationforcustomers,ofteninvolvinguse of computer
packages/software.
 Screensincomingandoutgoingcallstoensure quality,customerservice,andadherence tothe
policiesandproceduresof the organization
 Providesfeedbacktoassistinthe creationof performance improvementgoalsandthe
developmentof trainingprograms

2.  Handlingcustomercomplaintsoranymajorincidents,suchasa securityissue ora customer
beingtakenill;
 Issuingrefundsorcompensationtocustomers;
 Keepingaccurate recordsof discussionsorcorrespondence withcustomers;
 Developingfeedbackorcomplaintsproceduresforcustomerstouse;
 Developingcustomerservice procedures,policiesandstandardsforourorganizationor
department;
 Meetingwithothermanagerstodiscusspossible improvementstocustomerservice;
 Beinginvolvedin staff recruitmentandappraisals;
 Leadingor supervisingateamof customerservice staff;
 Learningaboutour organization’sproductsorservicesandkeepinguptodate withchanges;
 Keepingaheadof developmentsincustomerservicebyreadingrelevantjournals,goingto
meetingsandattendingcourses.
 Providinghelpandadvice tocustomersusing ourorganization’sproductsorservices;
 Providedanelevatedcustomerexperience togenerate aloyal clientele.
 Developedreputationasanefficientservice providerwithhighlevelsof accuracy.
 Servedasthe main liaisonbetweencustomers,managementandsalesteam.
 Ensuredsuperiorcustomerexperience byaddressingcustomerconcerns,demonstrating
empathyandresolvingproblemsonthe spot.
 Createdand maintainedanorganizeddatabase todeveloppromotional sales.
 Askedopen-endedquestionstoassesscustomerneeds.
 Assistedincreatingpre-seasonmarketingplanstosupportdepartmentanddivisional
strategies.
UNITED BANK LIMITED (UBL) PAK Feb 2001 till July 2007
CUSTOMER SERVICE MANAGER
 Establishedprojectcontrol proceduressuchasprojectforecastsandcash flow projections
 Establishedoperationalobjectivesandworkplansanddelegatedassignmentstosubordinate
managers.
 Supervisedateamof 5 areamanagersand 10 associates.
 Initiatedrolloutof newenterprise software solutionforsalesreporting.
 Trained,coachedandmentoredstaff toensure smoothadoptionof new program.
 Implementedinnovativeprogramstoincrease employee loyaltyandreduce turnover.
 Developedandrolledoutnewpolicies.
 Increasedprofitsby60% inone year throughrestructure of businessline.
 Spearheadedcross-functional initiative toachieve requiredobjectives
Oversawinventoryandofficesupplypurchases.
 Compliedannual recommendationsforendof fiscal yearbudgets.
 Scheduledsurgeriesformultiple surgeonsandbookedoperatingrooms.
 Verifiedandcreatedclaimnumbersbycommunicatingwithvariousinsurance companies.
 Reducedoverheadbytakingonmore responsibilitywithcreative andadministrative projects.
 Managed executive calendarandcoordinatedweeklyprojectteammeetings.
 Maintainedconfidentialityof bankrecordsandclientinformation.

3.  Maintainedfriendlyandprofessional customerinteractions.
 CompliedwithregulatoryrequirementsincludingBankSecrecyAct,Anti MoneyLaundering,
OFAC,USA PatriotAct,PrivacyAct and CommunityReinvestmentAct.
 Createdstrategiestodevelopandexpandexistingcustomersales,whichresultedina 100%
increase inannual sales.
EDUCATION
 POST GARDUATE EnglishLiterature
 POST GRADUATE History
 POST GRADUATE DIPLOMA Computerscience &statistic
 BACHELOR LogisticLaw (LLB)
 BACHELOR Education(B.ED)
 BACHELOR Art (Account,English,History)
 FACULITY of ART Account,English,History
 SSC MatriculationinScience
TECHNICAL SKILLS
 MS WORD
 MS PowerPoint
 MS Excel
 MS Access
 Internet
 Intranet
 MS Office
PERSONAL DETAIL
 Language(s) : English,Urdu
 UAE DrivingLicense Holder