NADINE MAAROUF

nsmaarouf@gmail.com

055 – 470 11 55055 - 88 70 994

OBJECTIVE

I am looking forward to be given a challenging growth opportunity to pursue a professional career at your well-reputed organization. I’m seeking to effectively contribute to the growth of working environment that provides me with ample learning and complete satisfaction through knowledge, skills, dedication, and professionalism.

EDUCATION & COURSES

Scientific Baccalaureate.2007 Emirates institute for financial studies and banking (diploma) 2008/2009 (Higher diploma) in Emirates institute for financial studies and banking 2009/2011 (Corporate finance, accounting, marketing, cost accounting, real estate, and bank

management…) Bachelor in banking and financial studies-till-present (2016). IELTS 2009 Banking course. (Ms Word, Ms Excel, Power Point, Internet, outlook). Microsoft Access. English/ Arabic typing. Fluent Reading, Writing & Speaking in English & Arabic Teller Excellence training. AML Training. Customer service Training. Working at T24 system and ICCS system, I serve system.

WORK EXPERIENCE

10th of June 2013 till present at Al Hilal Bank (AHB)-Teller Area as a teller.

Main Duties and Responsibilities:o Process all teller counter services transactions such as cash deposits and cash

withdrawals.o Process other transactions such as drafts, funds transfers, payment orders, standing orders,

foreign currency purchase and sales, cheque deposits, in line with operational policies and procedures.

o Process deposits and pay out funds in accordance with bank procedures.

o Record all transactions accurately and balance each day’s operation.o Balance currency, coin, and checks in cash drawers at ends of shifts, and calculate daily

transactions using computers, calculators, or adding machines.o Examine cheques for endorsements and verification of other information and the legality

of the documents.o Enter customers’ transactions into computers in order to record transactions and issue

computer-generated receipts.o Identify transaction mistakes when debits and credits don’t balance.o Prepare and verify cashier’s cheques.o Receive mortgage, loan, or public utility bill payments, verifying payments dates and

amounts due.o Resolve problems or discrepancies concerning customers’ accounts.o Order sufficient supply of cash to meet daily needs.o Delivery excellent customer service to ensure customer satisfaction and business

referrals.o Liaise with treasury department for fund transfers related issues, to obtain best rates for

VIP and higher net worth customers in coordination with chief teller.o Serve private banking customers at separate counters as necessary and process any other

counter service transaction introduced by Al-Hilal from time to time.o Ensure all transactions and activities do comply with the bank policy, procedures, central

bank and audit requirements including AML and KYC requirements.o Act as the one of dual custodian for branch vault cash and security stationery.o Assist line manager in ATM replenishment as the second custodian of dual control.o Perform ATM reconciliation and balancing.o Perform end of day cash balancing.o Perform general filing of transaction documents.o Other Assignments: back up for branch operations clerk functions and perform the duties

of branch operations clerk as and when required.o Perform any other responsibilities entrusted by the line manager.o Perform the duties of chief teller during his/her absence.o Any other task entrusted by line manager.

16th of March 2009 until 20 of march 2011 at Abu Dhabi Islamic bank (ADIB) - Call Center as a senior agent.

Duties 2009 till 2010:o Achieve customer service standards as designed by management.o Manage complaints within the process of framework, and meeting complaint

response and resolution standards.o Handling customer services such as account and credit cards information.o Undertake customer telephone research from time to time as required and

directed by management.o Marketing retail products including credit cards and loans.o Generate leads from the incoming calls by cross selling products (loans, credit

cards, deposits…) and services to achieve the target that has been set by the management.

o Activation and cancellation of credit cards and generating PIN numbers for the IVR systems as per the customer request.

Duties 2010 till 2011:- Operator for the branches, check for the applications and approval From CRM And check the ready certificates.

- Follow up the cases with the card center and collection departments. - Filling WPS application for companies. - Handling mystery-shopping calls.

1st of June 2008 until 1st of sep - at Georgians Product

June 2007 till March 2008 at Sales and Marketing Dep. as Sales Officer.Duties:

o Assign logged complaints through all product channels (Contact centre, e-mail, Fax, in person and through Branches) in order to investigate get a suitable resolution as per policy.

o Meet customers who visit head office for helping in order to listen for their requested and log it to do full investigation and get the resolution.

o Investigate in each case and forward it for approvals if needed from the required department in order to solve and get final resolution for each case.

o Figure out the root cause of the complaints and report them.o Interact with the customers to find out the cause of their missed.o Prepare reversal forms if needed and get them signed after approvals.o Attend business meetings in order to be updated with the policy and procedures.o Maintaining the case diaries to follow up on time.

PERSONAL SKILLS

Well qualified through education, training and experience to manage the technical as well as the administrative phases of major projects.Excellent communication, interpersonal, intuitive, analysis and leadership skills. Proven ability to work efficiently in teamwork environments. Known for exceeding goals and objectives.

PERSONAL DATA

Nationality: Lebanese Document.Hobbies: photo shooting, Traveling and painting.

REFERENCE

To be provided when required.