Leena Abdul Jabbar

Ensure bills processed in a timely manner and according to their deadlines. ✓ Prepare or produce customers energy consumption bills. ✓ Responsible for issuing bills. ✓ Handling residents consumption inquiries. ✓ Key contact person for billing and customer service for assigned buildings. ✓ Work with the billing and collection department on the registration and related tasks. ✓ Maintain client and project database. ✓ Coordinate with the clients for the service process. ✓ Daily bank statements update for cash collection projects. ✓ Works as the primary contact for all the calls in the office. ✓ Bank Accounts Statement reconciliation. ✓ Customer Care and manage clients portfolio.

Coordinate with the clients for the service process. ✓ Works as the primary contact for all the calls in the office. ✓ Manage large amounts of incoming phone calls. ✓ Identify and assess customers’ needs to achieve satisfaction. ✓ Build sustainable relationships and trust with customer accounts through open and interactive communication. ✓ Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. ✓ Keep records of customer interactions, process customer accounts and file documents.

Monitor accounts to identify outstanding debts. ✓ Investigate historical data for each debit or bill. ✓ Find and contact clints to ask about their overdue Payments. ✓ Take actions to encourage timely debt payments. ✓ Process payment and refunds. ✓ Resolve billing and customer credit issues. ✓ Update account status records and collection efforts. ✓ Report on collection activity and accounts receivalbel status.

Challenging opportunity to manage a Team of People at Trans Express with new exposure to build a successful career. I work consistently towards achieving and/or exceeding the objectives yearly defined, in terms of Customers Satisfaction & Customers Experience which leads to growth and profit in alignment with the company strategies, policies and processes to achieve the overall long term business objective, in addition to: ✓ Create a positive and collaborative team environment by setting and regularly reviewing the achievement of team goals. ✓ Plan and conduct regular coaching sessions with each employee, including transaction monitoring, documentation and follow up. Coaching of senior representatives includes their staff mentoring and coaching activities as well. ✓ Record the administratial data related to employee attendance, leave and payroll. ✓ Analyse daily/weekly/monthly/quarterly performance data and reports against standards of quality and Conduct employee counselling and disciplinary actions if required. ✓ To implement and monitor service performance processes and procedures and to increase the effectiveness of work methods where appropriate in order to ensure the consistency, efficiency and quality of internal and external customer experiences, whilst ensuring compliance to all applicable policies.

New challenging opportunity to work for one of the UAE leading real estate finance companies. During my tenure with AMLAK I have held several positions, started as Special Project Assistant then Senior Call Center Agent, Branch Sales Coordinator, Relationship Officer and later Operation Officer. Some of my responsibilities were: ✓ Generate customers written communication and ensure accurate information updated on the system. ✓ Handle and resolve customers complaints related to sales and services. ✓ Cross sell relevant products to customers contact the call centre. ✓ Monitor and assess customers preferences and needs to determine focus of sales efforts. ✓ Contribute in products promotion, demonstration and participate in trade-exhibitions. ✓ Create a positive and collaborative team environment by setting and regularly reviewing the achievement of team goals. ✓ Analyse daily/weekly/monthly/quarterly performance data and reports against standards of quality. ✓ To implement and monitor service performance processes and procedures and to increase the effectiveness of work methods where appropriate in order to ensure the consistency, efficiency and quality of internal and external customer experiences, whilst ensuring compliance to all applicable policies.

Manage the day to day customers queries & follow up. ✓ Apply best practice between all functions. ✓ Maintain quality control, customer experience and satisfaction results. ✓ Seek new ways to improve customer service offering and improve the link between call centres & other functional areas. ✓ Take lead role & participate in making recommendations to improve customers experience & satisfaction.

Build, develop and maintain relationship between all brands we sell and customers. ✓ Manage the day to day customers calls, queries & follow up. ✓ Seek and search for new sales opportunities to market products.