Led innovative contact center projects and transformation initiatives, driving enhanced customer experiences and operational excellence through strategic planning, cross-functional collaboration, and technology integration. Delivered measurable results, optimized processes, and ensured a customer-centric approach while managing teams and stakeholders.

- keeping track record of call center performance - Reporting and analysis of service level- workforce management - Forecasting- Assisting in continual process improvement - keeping and updating track record of customer - Ensuring adherance complaince to bank policies

• Handling all kinds of Bank transfers, Western Union transfers and Express transfers with respect to the Central Bank’s AML Guidelines.• Handling Cash in both payment and receipts mode.• Receiving payment by cash, cheques and credit card• Handling WPS - Salary disbursement (WPS registration, Funding, Payroll Preparation, Salary disbursement, Return Funding). • Handling corporate registration & transaction. • Buying & Selling the Foreign Currencies & Funding the same to Forex. • Disbursement of salaries• Updating remitter details and ensuring fast remittance processing• Balancing the daily accounts at the end of each day• Reporting the discrepancies found within the accounts • Guiding and solving customer queries of customer• Maintaining monthly, weekly and daily reports of transitions• Reconciliation and funding of ATM on daily basis• Promoting Allied products• Ensuring compliance to AML & CTF policies as directed by Authorities• Execution and implementation of the regulations issued by the Central Bank of the UAE and UAEEX Anti-Money Laundering policy & procedures in the branch.• Monitoring day-to-day transactions of the branch and report any unusual/ structured/ blacklisted/suspicious transactions to the AML Compliance Department.• Strict monitoring of high value transactions, receive money transactions and customer registrations.• Safe keeping of the relevant AML Compliance, KYC and transaction documents in the Branch• Building strong relationship with customers and ensuring best customer service experience

• To manage the Service level by monitoring Contact Center Calls traffic and ensuring the maximum utilization of resources by optimization. • Managing & supervising team to achieve team based qualitative and quantitative Key performance indicators and required performances.• To conduct Team based meetings/workshops & training for evaluation of achieved goals & to set future objectives by mutual support to.• Various Internal departmental activities, audits, close coordination with other departments to resolve customer based problems/queries.• To analyze/follow up the current hot issues and incensed customers complaints & escalate to Line manager/Concerned departments (as when required) during operations.• To Close & maintain strong follow up on Franchises complaints/queries escalated from Sales & other Channels Nationwide and timely closure via contacting to other support departments/units.• To update daily/weekly and monthly incident and other departmental Reports.• Various Innovative process and sub process developed to make the operation even more effective and productive.• Overview of accumulated Contact Center performance to manage resourceful activities and development for new KPI’s as per requirement of management• Developing of SOP’s (Standard operating procedures) as and when required.• Managed to develop and conduct and Team based trainings/Workshops. • Productively lead the Project and Team for backend Franchise support operations.• Strong coordination with all interrelated departments / Units for streamlining of processes and Standard operating procedures development.• Effective development of processes & sub processes related to Franchise & retail domain for backed & Contact Center Operations.• Activities Audit, streamlining, & SOPs development & best practices execution.• Executed successful Resource optimization strategies ensuring process development and Automation tools considering Empowerment for Front end staff

• Answer phones and respond to customer requests• Handling Customer’s complaints• Probe to obtain accurate information which can help in solving customer’s problem• Identify, research, and resolve customer issues using the different computer system• Follow-up on customer inquiries not immediately resolved.• Answering customer’s queries• Providing Product and services information to customers• Providing online possible resolutions for complaints• Providing customers with remarks of their logged complaints• Highlighting customer’s complaints/suggestions• Maintaining of KPI’s with high focus• Highlighting any Hot issue for early rectification• Recognize, document and alert the supervisors of trends in customer calls.• Complete call logs and reports.• Research billing issues.• Research misapplied payments• Recommend process improvements• Other reasonable duties as assigned by the ManagementWorking as “TSR” in international campaign for SOLO Mobiles (Project of UFONE)MAJOR REPONSIBILITIES:• Identifying sales opportunities and presenting benefits and key features of products effectively to acquire new business• Accomplishing the agreed levels of calling activity to raise revenue or volume streams• Developing and maintaining new database contacts and details of potential customers• Ensuring the correct maintenance of follow-up procedures to the potential clientsMaintaining detailed records and accounts of all telesales promotions

• Assisting in maintaining and updating accounts • Cash Reconciliation Statement I.e. Inward & Outward Statement.• Stock Inward & Outward as per PO And Allocation.• General A/C related work such as preparation of vouchers, record Keeping and accounting transactions• Generating Sales Invoices. • Client & Vender Interaction & making follow-up for Payments• Handling day to day Accounts in ERP Based software.• Follow Up with Local Bank for Banking Transaction.• Supporting Logistic Dept. for all their Transaction • Handling Sale Tax Work along with company chartered Accountant.• Review & ensure accurate accounting of financial data booked in accounting system • Review of financials at each month end with sanity checks for all P&L and Balance sheet figures.• Bank Reconciliation & ledger Account Reconciliation• Petty Cash Management & Cash book Reconciliation.• Preparation of different accounts analysis each month to be used by management as a monitoring tool.• Responsible for timely and accurately closing of books of accounts• Review & ensure accurate accounting of financial data booked in accounting system • Review of financials at each month end with sanity checks for all P&L and Balance sheet figures.• Maintaining Receivables and Payables• Effective liaison with other departments and all other internal & external stake-holdersSupervision of all ongoing projects and development of new processes• Filling of TDS Status in system