Saleena Essa
Cary
Summary
Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Jordan Ahli bank
Amman Jordan
01.2023 - 06.2023
- Assisted customers with account inquiries and transaction processing.
- Resolved customer complaints through effective communication and problem-solving techniques.
- Provided detailed product information to enhance customer understanding and satisfaction.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
Collections Agent
Jordan Ahli Bank
Amman Jordan
09.2020 - 01.2023
- Managed customer accounts to ensure timely payments and minimize delinquencies.
- Communicated with clients via phone and email to resolve payment issues.
- Updated account records and maintained accurate financial information in systems.
- Assisted clients in understanding payment options and bank policies.
- Collaborated with team members to develop effective collection strategies.
- Documented interactions with clients for compliance and audit purposes.
- Resolved disputes by negotiating payment arrangements with customers.
- Contacted customers and explained debt management to encourage timely debt payments.
- Identified past due accounts and contacted account holders to arrange payment.
- Oversaw daily collections and accounts receivable activities, developing robust strategies to maximize collections and reduce aged accounts.
- Interviewed customers to obtain financial information, payment history and other relevant details.
Contact Center Representative
Jordan Ahli Bank
Amman Jordan
09.2019 - 09.2020
- Assisted customers with inquiries regarding banking products and services.
- Processed account transactions efficiently through the customer service system.
- Resolved customer complaints by using effective communication and problem-solving skills.
- Educated clients on online banking features and troubleshooting steps.
- Handled high call volumes while ensuring quality service and compliance standards.
- Provided technical support to customers on products or services offered by the company.
- Attended regular training sessions on relevant topics to stay updated with industry trends.
- Maintained call logs and records of customer interactions using CRM software.
- Followed up with customers after each interaction to ensure satisfaction.
- Answered customer inquiries via phone, email, and chat.
- Educated customers on features and benefits of products or services.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Surpassed sales goals through implementation of successful marketing strategies.
- Excelled in exceeding daily credit card application goals.
Education
Bachelor - Finance
Amman Arab University
Amman Jordan Skills
- Customer relationship management
- Conflict resolution
- Payment negotiation
- Client education strategies
- Effective communication
- Problem solving
- Time management
- Active listening
- Strong teamwork
- Product knowledge
- Task prioritization
- Account management
- Sales experience
Timeline
Customer Service Representative
Jordan Ahli bank
01.2023 - 06.2023
Collections Agent
Jordan Ahli Bank
09.2020 - 01.2023
Contact Center Representative
Jordan Ahli Bank
09.2019 - 09.2020
Bachelor - Finance
Amman Arab University