Nisha Lobo is an experienced banking operations professional seeking to utilize her skills in customer service, sales, cultural sensitivity, and understanding of banking policies and processes. She has over 10 years of experience in customer service, sales, quality assurance, and loan processing roles for banks and telecommunications companies in the United Arab Emirates and India. Her resume highlights leadership experience as a customer service ambassador and lobby manager at Emirates NBD bank, where she oversaw customer service operations and met service level agreements.

1. Nisha Lobo
nishalobo2012@gmail.com
+971 56 414 6167 | 04 397 3880
Objective
An Experienced Banking Operations Professional with expertise in customer services and sales,
possessing wide-ranging experience across cultures, my aim is to utilize my knowledge of banking
policies and processes, sound understanding of compliance and remediation operations and
customer relationship management skills, for operational excellence and customer satisfaction.
PROFESSIONAL STRENGHTS
Skills & Competencies
Customer Service
Interpersonal Skills
Communication Skills
Sales Skills
Cultural Sensitivity
Operations
Collaboration
Creativity
Decision-making Ability
Organizational and Time
Management
Training
Teamwork
Dependability and Reliability
Customer Focus
Flexibility and Adaptability
Critical Thinking
Monitoring
WORK EXPERIENCE
Emirates NBD October 2015 – Present
Customer Services Ambassador & Lobby Manager – Retail Banking
“Customer Service, queue and lobby management at a Retail Banking Branch”
Job Responsibilities
 Directing and administering the operational efforts of the banking center.
 Providing information to customers as needed ranging from helping customers with simple
transactions to matching them with the correct staff member
 Assumes responsibility for establishing and maintaining effective, professional business
relations with customers.
 Ensures that customer’s' requests and questions are promptly resolved. Handle customer’s
complaints including irate customers.
 Oversee provision of a full range of services to customers and prospective customers. Ensure
that customers are promptly and professionally served.
 Manage queue to ensure lowest customer wait time and meet bank service parameters
 General knowledge of industry regulations and policies that govern Consumer Banking a strong
emphasis on Business accounts
 Assist with customer service functions, new accounts, teller, priority banking and private
banking as needed.

2. Adventity Global Services Pvt. Limited January 2009 – June 2013
Quality Coach & Verifier
“Quality Assurance & Soft Skills training – Learning & Development.
Job Responsibilities
 Manage quality assurance for a team of 52 sales and service advisors.
 Verify sales calls and chats for quality assurance, to reduce unethical selling.
 Give feedback and train advisors on soft skills, based on call recordings and chat history.
 Help advisors improve quality of calls & chats and achieve lead generation targets.
 Ensure the team meets the SLA parameters set by the client.
Citi Group Global Services Limited January 2008 – January 2009
Process Officer ( Loans Processing )
“Processing loans and escrowmanagement – Citibank North America”
Job Responsibilities
 Underwriting and processing loans for U.S. Citibank customers.
 Chat with customer’s pre loan and post loan application.
 Providing sales and chat training to new employees appointed for the mortgage process.
3 Global Services Pvt. Limited – Hutchison 3G UK Telecom. May 2006 – January 2008
Senior Customer Service & Sales Advisor
“Customers service and cross selling”
Job Responsibilities
 Web Chat with potential customers online, and Sell the 3G handset and contract. Outbound
welcome calls to new customers on the network and cross sell handset insurance.
 Retain customers when they reach 10 days to contract closure.
 Received customer appreciation for Excellent Service and 100% Call Quality in July 2006.
E-Funds International Pvt. Limited May 2004 – April 2006
Customer Service & Sales Advisor
“Inbound and Outbound sales
Job Responsibilities
 Inbound customer service calls and Up selling for West Teleservices.
 Best Performance Award, Letter of Appreciation and Certificate of Excellence in 2005.
EDUCATION
Bachelor of Commerce (B.Com) – 2006
University of Mumbai; India.
PERSONAL PROFILE
203, Trio 3, Al Nahda 2, Dubai, UAE
nishalobo2012@gmail.com, | +971 50 159 8026 | 04 397 3880
Nationality: Indian
Passport: Valid till December 2024
VISA: UAE Residential VISA valid till July
2018.