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
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P.S : References will be available on request