1. Curriculum vitae
RANIA AHMED ELBASIONY
Mobile: 050 9615075 & 0558350344
Email: ranya_ahmed321@hotmail.com
Objectives
I am a highly versatile business management professional with significant service delivery experience
gained through involvement with fastest growing blue chip organizations Network International a
subsidiary of Emirates NBD Bank.
Experience
• Relationship Services to Priority Banking Clients acting as a bridge between high profile clients
and Emirates NBD to achieve the goals of customer services excellence.
• Providing Professional banking Services to a portfolio of more than 300 affluent individuals &
corporate clients and assisting them in all their banking Operational needs.
• Assisting Relationship Managers to achieve their goals and helping them to close their
investment deals of versatile investment products including Gold investment certificates,
Government issued Bonds and Saving plans from Zurich.
• Proactively handling the Escalations from the customers and supporting the Junior staff
Members to achieve their targets. On Job training to Junior staff in the priority Department and
leading them from front to handle any escalated complaint.
Name of Employer : Emirates NBD
Position : Customer relationship officer
Department : Priority Banking
Work Duration : Jan , 2014 till Date

2. • Assistance to Corporate owners in their online business solutions and providing them
guidelines on unique online banking system (Smart Business) offered by Emirates NBD.
• Meeting in branch premises with new and existing customers to open & process individual and
corporate Accounts, credit cards & Personal Loans. Posting of financial transaction on Finacle
system and assisting clients for wire transfers.
• Responsible for all after sales transaction including early settlements of Home Loans, Auto
Loans and Personal Loans. Cross selling of Bank asset products and generating new
business by marinating the existing portfolio of affluent clients.
Experience
• Worked with VISION PLUS,CRM & EQUATIONS/ FINACLE while providing expert
customer service both operational and front desk to all banks.
• Provided services/assistant to 26 Local / International Banks in Maintenance of Credit Card
on various systems.
• Responded to customer/client complains via calls/email/fax and inquiries regarding credit
card issues and provided solution within TAT.
• Engaged in Application boarding for ENBD Bank ,MAF JCB, Invest Bank, Bank of Sharjah,
National Bank Fujairah and Emirates Islamic Bank.
• Identified the problem areas and provide speedy service recovery solutions.
• Provided quality customer service with a high volume central processing and distribution
center.
• Perform quality checks, develop and review performance reports, identify areas to improve,
and implement measures to improve performance levels and meet objectives.
• Ensured strict adherence to company policies and procedural guidelines.
Name of Employer : Network International LLC "Emirates NBD Bank "
Position : officer (Processer)
Department : Card Operation
Working Hours : 8 hours/day – 40 hours/week
Work Duration : Jan , 2013 till Jan , 2014

3. • Achieved overall 95+% every month on resolving customer complaints on online base
(CET/CRM) receiving from all the branches of EmiratesNBD Bank /Emirates Islamic banks
and call center to NI
• Maintain and amend Credit Card Information in line with compliance; MAF JCB, Diners, Visa
and Master Card standards.
• Took a leadership role in absence of manager and taken proper decisions to resolve
Client/Customer issues.
• Acted as liaison, problem solver, and facilitator.
• Focused on process and organization improvement.
Experience
Responsibilities
• Handling all kind of calls (Priority Banking Arabic-English) (VIP-platinum-complains-activation-
corporate-business banking-Promotion-bank net-emergency-product info-loan –account- credit
card)
• Also I have been involved with different operation daily process like checking the incoming fax as
it was of one of customer’s contact points with the call center and raising service request for
different types of escalation cases.
• Expert user for the following application BA, CRM, IVR admin, Geneses, back office ,Arcot ,
Finnone,
• Handling difficult and emotional customer calls and resolving the cases from the other departments
Experience
Responsibilities
• Fixing appointments with the clients.
• Interacting with finance Department in issuing Cheques.
Name of Employer : EmiratesNBD bank
Position : Customer service Representative
Department : Customer service and complaints
Work Duration : Jan 01, 2010 till Jan 30,2013
Name of Employer : Formula General Trading SHARJAH- Hamriyah Free Zone
Position : Secretary
Working Hours : 8 hours/day – 48 hours/week
Work Duration : FEB 2006 till 2010

4. • Interacting with HR associates in candidate’s database, Employee payroll & assist the company
employee with correct information.
• Attending the incoming calls.
• Flight & Hotel reservations to company directors &the client.
• Dispatching letters, faxes and filling documents.
• Dealing with courier companies for sending documents.
Education and Training
2000 Bachelor of commerce (Business administration)
• Certified associate program
HR & Administration Skills
o Human Resource Management
o Recruitment and Selection
o Introduction to UAE Labor Law
o Induction
o Training
o Health and Safety
o Administration Skills
• YAT professional Diploma accounting
o Excel 2003 for Accountants
o Access 2003
o Accounting Macros
o Small Business Accounting 2006
• 2009 Nadia Institute
o Executive Secretary, Excellent
o Typing skills, 30 wpm
o English communication skills
Language Skill

5. Personal Details
Status : Residence
EXCELLENT REFERENCES AVAILABLE ON REQUEST
Arabic : Native
English : Excellent
Nationality : Egyptian
License : U.A.E driving License
Gender : Female

6. Personal Details
Status : Residence
EXCELLENT REFERENCES AVAILABLE ON REQUEST
Arabic : Native
English : Excellent
Nationality : Egyptian
License : U.A.E driving License
Gender : Female