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Suhail Rafeeq

Suhail Rafeeq

Customer Service Representative

Emirates NBD



Emirates NBD

Customer Service Representative

• Handle customer inquiries, complaints and campaigns.
• Being a Hybrid, I have knowledge in product and process of both Accounts and Credit Cards.
• Escalate the known & unknown issues to the Team Leader or Escalation Desk.
• Calm angry callers, repair trust and log service requests for problem resolution.
• Briefing about the 5 parameters for the individual & team KPI scores, Ideas & Issues and Daily updates during the Daily Huddle sessions.
• Make sure Service Requests are taken under the correct parameters in order to achieve satisfactory monthly KPI scores and for a speedy resolution on the customer’s issue.
• Worked on the Repeated Callers Project – captured the reasons for high number of repeated calls in a specific short period of time.
• Resolved the unresolved SRs by coordinating with the concerned dept. and prepared weekly reports in slides while on Repeated Callers Project.

Career medium 06
Career medium 02

Derby Debt Collection

Recovery Officer

• Making outbound and/or taking inbound calls.
• Monitor & follow up of delinquent accounts.
• Control the flow through of accounts in the different stages of delinquencies.
• Review and make arrangement with client to pay their liability through installments.
• Resolve customer's disputes and escalate to the bank if required.
• Sorting and enquiry of delinquency of customers.
• Implement strategies & streamline collections process to ensure the portfolios are effectively managed.
• Call customers, advice them about the consequences for failure to make the payments and convince them to make the payments.
• Prepare weekly collection reports and plan the strategies to be used, to improve the collections.
• Negotiating payment method with customers.
• Evaluated and suggested enhancements to improve current work flow.
• Taking appropriate legal action against defaulters by referring the case to the bank's legal department.
• Personal visit to chronic defaulters along with dedicated field officers and Bank's agency managers.
• Follow-up with defaulter's employer for recovery arrears.
• Review of expired, settled and dispute cases on a weekly basis.
• Issuing correspondence, including Letters of Demand and notices required for legal processes within delegation and as approved by Bank's legal department.
• Use different recovery tools and gather information to trace the un-contactable customers in the portfolio.
• Accomplish all bank policies.



Salesman cum Merchandiser

• Implement & Maintain Agreements, Visibility & Shelf space of our products across the stores.
• Monitor Competitor activities and promotions.
• Contributed to the implementation of promotional programs that optimized revenue levels in saturated market conditions like Month of Ramadan.
• Collect payment cheques from different customers.
• Order taking and tackle every problems to sustain sales growth.
• Visual displays and Merchandising.
• Track the sale and movements of brands to identify and ensure activation (promotions) on the same to enhance off take.
• Carryout extensive contact with customers, assisting with sales of additional products and services, resolving technical issues and marketing new products to the existing customers.

Career medium 03
Career medium 02


Sales Executive

• Responsible for Order taking and Delivery execution.
• Contact customers and collect payments.
• Communicated with customers, determined needs identified and resolved queries or issues.
• Updated and utilized customer information database.
• Responsible for keeping the records of the products, damaged products, sales and requirements.
• Preparing commercial invoice.
• Handling Petty Cash.
• Sending Documents through Fax, Courier & Internet.


City International College

Bachelor of Business Administration (B.B.A.), Commerce

P.A Pre-University College

Pre-University Board of Karnataka, Science

New Indian Model School

Secondary Education, Science