Sahuna Manaf

  • DUBAI

Work History

Work History
2011 - Present

Officer-Quality Assurance

First Gulf Bank, UAE
Officer-Quality Assurance Cards Business Development Unit Designed, delivered and evaluated the success of training courses; assessed participant feedback and continuing on-the-job knowledge retention, coached sales and management teams to propel" hit" rates, and implemented and administered training records. T raining Training new joinees in the department about the products, services, policies and procedures of the bank. Refreshing trainings provided to the staff for their improvement and better productivity. Conducting monthly refreshing courses for the existing staff. Preparing training materials on product and policies. Mentoring new representatives, assisting them in going live and solo. Floor walking for the trainees and answering their queries, taking over their supervisor calls. Training and imparting procedural knowledge to a group of new representatives in the academy on various banking modules. Experience in training more than 250 to 300 new staff with effective product knowledge and selling skills. Quality Monitoring To ensure high quality and standard services constantly monitoring calls of Sales/Retention staffs Highlighting fraud and misuses of phone to senior management. Making the agents aware about the professionalism to be maintained for the better call quality. Motivate staff for improving the quality in calls. Delivering positive and constructive feedback to the trainees on any of the mistake they might have committed. Reverting to other departments with resolutions against the complaints received against staff. 1| Page
2009 - 2011

Officer

R etention
Officer Responding to customer complaints and queries. Retaining the existing customers by providing best possible solutions for concerns. Listening to customer complaints and sorting their issues at a faster pace. Investigating the customer complaints and reverting to them with the best possible solutions.
2008 - 2009

Tele Marketing Executive

R etention Telesales/Tele Marketing
Executive Recognized for skilled delivery, timing, and closing expertise; strayed from specific scripts to maintain" natural" conversation flow and enlist customers' interest. Performed general data entry, updated records, and maintained smooth procedures whilst meeting all productivity and call volume targets. Quickly established rapport with random callers to elicit interest for follow up by sales force and developed ability to listen carefully for key concerns, finding ways to interest potential clients and represent the company in a positive light. Main responsibilities did include Maintaining and developing relationships with existing customers. Listening to customer requirements and presenting appropriately to make a sale. Providing customer with the best sales experience. Ensure the given targets are met on a monthly basis Marketing of new credit cards of the bank. Ensuring to reach all the customers about the latest products on credit cards. Explaining the benefits in details to make the sales process easier.
2007 - 2008

Customer Service R Epresentative

ARA MEX, UA E
Customer Service R epresentative-Banking Dept. To ensure the delivery of shipments to the customer s received from their banks Responding to customers query regarding their shipments ACADEMI C QUAL I FI CATI ON

Education

Education

B.B