ISRAA's CV
ISRAA MOHAMED
Customer Service Executive | Operations
Profile summary
Customer Service Executive | Operations with 17 years of experience in financial service workflows. Fluent in 25 languages, this professional manages regulatory compliance, KYC protocols, and transaction systems. Defined operational standards across two organizations to ensure adherence to CBUAE regulations and internal audit requirements since 2010. Maintains data integrity and business continuity through system administration and partner coordination.
Career highlights
Operational Compliance: Maintains transaction limits, rate updates, and KYC compliance protocols across global agent networks while conducting monthly audits to track performance and compliance since 2012.
Service Delivery: Executed financial transactions and resolved account-related inquiries at Emirates NBD Bank to maintain service standards and ensure adherence to internal protocols and regulatory requirements.
Process Management: Analyzes operational errors to provide solutions that maintain business continuity and coordinates with partners to address compliance-related queries across 2 organizations.
Technical Administration: Translates Arabic contracts into English and executes system security procedures to protect data integrity while managing user identity administration and partner profile configuration.
Key skills
Professional experience
Experienced Operations and Customer Service professional with over 14 years of expertise in banking and financial services. Skilled in customer support, complaint resolution, user access administration, agent onboarding, and operational process management. Proven ability to manage high-volume customer and agent interactions via phone and email while ensuring timely resolution of complaints within agreed turnaround times (TATs). Strong knowledge of CBUAE regulations, compliance standards, and operational controls, with experience in quality assurance, reporting, and process improvement. Recognized for delivering exceptional customer service, effectively handling escalations, and collaborating with cross-functional teams to drive operational excellence and enhance customer satisfaction.
- Maintains transaction limits, rate updates, and KYC compliance protocols across global agent networks.
- Conducts monthly audits and generates incident management reports to track performance and compliance.
- Translates Arabic contracts into English and executes system security procedures to protect data integrity.
- Analyzes operational errors to provide solutions that maintain business continuity.
- Coordinates with partners to address operational and compliance-related queries since 2012.
- Identified recurring issues and contributed to process improvements to enhance service quality and operational efficiency.
- Maintained a high standard of customer satisfaction by delivering accurate information, proactive follow-ups, and consistent communication throughout the resolution process.
- Liaised with internal departments to investigate issues, coordinate resolutions, and provide timely updates to customers and agents.
- Effectively handled escalated and dissatisfied customers by demonstrating empathy, active listening, and strong problem-solving skills to achieve positive outcomes.
- Maintained daily complaint tracking reports to monitor case progress, identify overdue items, and ensure timely closure.
- Managed end-to-end complaint resolution, ensuring all cases were resolved within established turnaround time (TAT) and service level agreements (SLAs).
- Delivered customer service support to customers and global agents via phone and email, ensuring prompt and professional resolution of inquiries and complaints.
Steered retail banking client operations, managing transaction workflows and account inquiries. Ensured service delivery aligned with internal policy frameworks and regional regulatory standards.i have worked in the call center under high pressure to insure calls were answered on time and concerns resolved within the TAT.
- Executed financial transactions and resolved account-related inquiries to maintain service standards.
- Supported account opening processes, fund transfers, and the resolution of customer issues.
- Verified that all banking activities complied with internal protocols and regulatory standards.
Education
Completed a comprehensive Banking Diploma focused on banking operations, financial services, accounting, financial analysis, customer service, banking regulations, e-banking, business economics, financial markets, and organizational behavior. Gained practical banking experience through industry training and developed analytical, operational, and customer service skills applicable to the banking and financial services sector.
Languages
Arabic
English · Fluent