Shazia Naureen has over 15 years of experience in banking operations and customer service roles. She has worked as an FTC Officer processing trade finance transactions and as a UPA Officer administering user profiles and systems. She also has experience as a personal banking advisor providing customer service and selling banking products over the phone. She is proficient in various banking applications and systems and is skilled in customer service, relationship management, and process improvement.

1. SHAZIA NAUREEN ROBERT JOHN
Current address:
Dubai, U.A.E.
Mob: 00971503688768.
E mail: shaziajohn@gmx.com
sakandargill@hotmail.com
Available on immediate Basis.
Qualifications Profile Summary
• 2 years of experience in Import-LC Team/FTC Operations, Processing and Service Delivery Management
• 8 years of experience in UPA /MIT Operations, Team Management and Service Delivery Management
• 3 years of retail banking experience as a personal banking advisor
• Proficient in maintaining cordial relationship with INTERNAL customers (STAFF),ensuring quality and
service norms
• Expertise in handling front-end operations and setting process with key focus on top line profitability
• An effective communicator with excellent relationship building, people management & interpersonal
skills
Organizational Experience
From Feb, 2016 – Present with Mashreq Bank as FTC Officer – Foreign trade centre Export (LC team.)
Job Purpose
• Timely and Error free processing of trade finance transactions (Import L/C Documents, Shipping
Guarantees, Acceptances & Discounting.) in flex cube system.
• Ensure filing and record maintenance is up to date.
• Liaise with Corporate, Credit department and Customer service unit for smooth functioning of trade
transactions
• Ensure banks laid down policies, work flow and procedures are strictly complied unless specifically
approved
• Identify and Report / escalate issues, problems as well as recommend changes as and when require
• Participate in process improvements and systems by conducting Testing / providing suggestions for
effective delivery of services
• Processing and financing trade documents.
• Sending 103 and 202 messages to other banks.
• Reconciling the Nostro and mirror accounts.
• Dealing with the relationship managers for giving the customers the best service.
• Dealing with the banks corporate clients tailoring their needs.
• Issuing loans for the corporate clients.
• Handling products like LC, TRLC, BNCR etc, advance payment
Problem Solving
The job holder is required to identify the problems that arise, investigate and provide solution and / or rectify
either at his own level or with the help of Mindscape. .
Knowledge, Skills and Experience
Working knowledge for all most all Major Banking Applications like FCUBS Core Banking system, , Central
Bank applications , Swift, Oracle Financials, HRMS,
Good knowledge of banking operations and applications with TEN years OF experience in banking operations
and support functions.
Knowledge and experience in conducting user acceptance testing.

2. Strong oral and written communication skills and ability to provide telephone and Email support.
Highlight:
Received Extra Mile (Financial Reward) for handling work pressure
Jan’ 2007– UPA/MIT Operations (MIT Dept.)
Job Title
Officer, User Profile Admin (UPA)
Department
Business Process & Quality Management, Corporate Affairs HO
Job Purpose
To help business groups to mitigate the risk related to user profile accesses in the areas of system
administration and user profile maintenance. Another integral part of the job profile is functional
specifications, acceptance tests, SOP development to ensure that user requirements are met through
providing system solutions. This position also interfaces with the user group in order to provide help related
to systems usage which may include systems training.
Key Result Areas
• Centralization, administration of system access and control of all the computer systems used by the
Bank, Osool, Injaz, Kafaat and TBMS.
• Coordinate with Mindscape to provide technology support to the user group for expeditious trouble
shooting, maintenance and administration of the computer systems so that down time is reduced to
minimum.
• Conduct user acceptance testing of system development. Identify program bugs and report the same
for rectification.
• Identify areas for enhancement, rationalization and improvement of process and operations and
suggest ways to eliminate areas of weaknesses to improve productivity have better control and
reduce error and enhance internal and external customer satisfaction.
• Operating Environment, Framework and Boundaries, Working Relationships
• The job entitles user administration knowledge of all the mission critical computer application
systems used by the Bank, Osool, Injaz, Kafaat and TBMS. The job holder operates in a dynamic
environment requiring high level of interaction with all groups and divisions of the banks
• Problem Solving
• The job holder is required to identify the problems that arise, investigate and provide solution and /
or rectify either at his own level or with the help of Mindscape. Problems caused due to lack of
knowledge of the users are to be minimized by training.
• Decision Making Authority & Responsibility
• Generally deciding all matters on day-to-day issues independently. The job holder would take
emergencies calling for immediate decisions to take corrective action, which would normally be
referred to the manager.
• Knowledge, Skills and Experience
• Working knowledge for all most Ninety(90) applications including all Major Banking Applications
like FCUBS Core Banking system, FCIS, FCDB, Central Bank applications, All Lion sys, Mosaic, Globus,
Bank trade, Select, Swift, Oracle Financials, HRMS,
• Business Objects, vectus, Windows/Outlook Server, Console Exchange Management Server,
Mindscape information security E form (Sec Forms) etc.
• Good knowledge of banking operations and applications with approximately two years experience in
banking operations and support functions.

3. • Knowledge and experience in conducting user acceptance testing.
• Strong oral and written communication skills and ability to provide telephone and Email support.
Highlight:
• Received Extra Mile (Financial Reward) for handling work pressure
• Spot Reward for handling projects FCUBS (FLEXCUBE)
Jun’ 2004 –Mashreq Bank as Telesales Agent / Customer Services / Personal
Company : MASHREQ BANK
Address : Dubai, U.A.E.
Position Telesales Agent / Customer Services / Personal Banking Advisor
Inclusive Dates : June 09, 2004 up to January 2007
Job Description:
• Interact with customers over the phone to understand their banking needs.
• Provide excellent customers services to achieve customer’s loyalty.
• Resolve problems over the telephone on the spot.
• Convert sales opportunities in order to meet financial targets.
• Clarify and explain procedures and products over the telephone.
• Capture and report customer feedback towards continual product development.
Job Responsibilities:
• Be fully aware of bank’s products, features & policies to increase business volume and achieve cross-
selling targets.
• Provide the customers financial services by delivering un-based, competent and problem free serves
to reach the predefined customers satisfaction levels.
• Processing of credit card opening applications.
• Awareness of implementation of bank’s credit policy, bank procedure and to be implemented to
reach an acceptable level of risk and number of rejected cases.
• Taking ownership of customer problems and handling it till final resolution through coordinating
with other partners.
• Contact customers on a daily basis, using telephone scripts, to set appointments and present the bank
product.
• Provide constructive and constant feedback on improvement of products, services, and process to
reduce cycle time of costs and enhance customer satisfaction.
• Ensure commitment at all times to the services standards set for the organization.
• Contribute to achievement of goals based on the key performance indicators in the head office.
• Support and coach new staff to facilitate their assimilation in the bank.
• Evaluated customer’s credit standing for loans and credit card approvals.
• Marketing and selling the bank’s products such as current account fixed deposits credit card
mortgages, personal & auto loans.
Highlight:
Received Extra Mile (Financial Reward) for handling work pressure and achieving required targets
Spot Reward for being above target
Academic Details

4. Degree : Bachelor of Arts
Specialization : Sociology
Session : 1999 – 2000 (2 yrs)
Institute : Karachi University, Karachi, Pakistan.
Technical Qualification:
Basic Computer Literacy Program.
Session : 2001 (3 months).
Institute : Skill Development council.
Office Management & Secretarial Duties:
Session : 2001 (6 months).
Institute : Pakistan American cultural centre,
Karachi, Pakistan.
I.E.L.T.S:
Session : 2001 (3 months).
Institute : British Arts Council, Karachi, Pakistan.
IT Skills
• Well versed with Microsoft Office Outlook as well as the Internet Applications
Professional Qualification:
Has attended Training program for Personal banking advisor
Retail banking products
Session : 2004 (2 months).
Venue : MashreqBank, Dubai, U.A.E.
Training Program on Systems:
Systems Handled : Banc24, Select, Vectus, Lion sys (to capture on line applications for
loans & credit card)
Session : 2004 (2months).
Venue : MashreqBank
Customer first,(related to customer services and selling techniques).
Session : 2004 (2 days)
Venue : MashreqBank, Dubai, U.A.E.
Telephone techniques
Session : 2005 (3 days)
Venue : MashreqBank, Dubai, U.A.E.
Fundamentals of banking
Session : 2005 (2 days).
Venue : MashreqBank, Dubai, U.A.E.
Selling skill work shop
Session : 1day
Venue : MashreqBank,
Personal Details

5. Date of Birth: 4TH Mar 1977
Address: Dubai UAE
Nationality: Pakistani
Languages Known: English, Urdu/Hindi, punjabi
Location Preference: Any
Passport Details: Issued at Dubai UAE. Valid
Marital Status: Married

6. Date of Birth: 4TH Mar 1977
Address: Dubai UAE
Nationality: Pakistani
Languages Known: English, Urdu/Hindi, punjabi
Location Preference: Any
Passport Details: Issued at Dubai UAE. Valid
Marital Status: Married