This document contains the resume of Shakeela Anjum. It outlines her professional objective of seeking a position in a professional organization that values teamwork and staff development. Her core competencies include strong communication, customer service, and administrative skills. Her work history details over 15 years of experience in customer service roles for Etisalat UAE and United Bank Limited in Pakistan, where she improved processes and customer satisfaction. She holds multiple postgraduate degrees and is proficient in Microsoft Office applications.

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