Amal E.

Andraos
Tel. 443 890-1584
amalandraos@hotmail.com

Objectives: As a matured professional, I seek to start a new career

challenge and capitalize on my experience and knowledge by advancing
in a reputed financial institution.
Skills:
- Data analysis.
- Team management.
- Fluent in Microsoft office suite.

Major: Business.
E-portfolio: http://amalandraos.weebly.com/
Work Experience:
Al Ramz Securities - UAE
Head of Administration and Customer Service May 2008 Oct 2011

Translation from Arabic to English and vice versa

providing clients with well-expressed final version of the translated text
Reading through original material and rewriting it in the target language
Managing the Administration team, ensuring that they are working efficiently and
effectively in line with Company procedures and policies
Enable the Company to deliver a customer focused service through the prompt
production of accurate Client Reports and Invoices
Answer and deal with transfer incoming calls, e-mails and post within a timely
manner.
Ensure adequate stationery supplies. Shredding of redundant confidential documents.
Liaising with 'referring' firms and arranging meetings where necessary. Daily system
back-up.
Open and distribute incoming post. Enter relevant data, Valuations, contributions
changes etc, onto Client management system. Generate relevant 'standard response
letter from post for adviser.
Maintaining accurate records/files for group schemes.
Maintaining register of scheme invitations and positive/negative/non responses.
Creating relationships between the employee and employer.
Maintaining firm's holiday and sickness register. Maintaining personnel and
management files. Maintaining charges and fee earning records. Ensuring clients
receive an efficient and friendly reception.
Leads and motivates the team to provide a high quality services to customers.
Understand front and back office roles, responsibilities and flows
find solutions to problems faced by customers

Strategic Planning , develop and implement a marketing strategy for a company

Developing marketing database including competitor activities, strengths and
weaknesses.
Internal Controls and Compliance
Support to staff, provide guidance and direction and evaluate performance and
development of staff.

Standard Chartered Bank-UAE

Unit Head Priority Banking, November 2006 April 2008
Duties included :
Service , Operation, Compliance, Risk and Sales
Supervise a 25 staff work force, including allocating sales targets and service
levels.
Establish a Retail Portfolio from scratch; this incorporates building a customer
base on both the assets and liabilities side of the balance sheet.
Supervise and monitor different staff personal targets.
Responsible for staff training and development.
Assist Human resources in hiring new recruits; have conducted interviews at
different levels.
Developed new business opportunities in local & export markets.
Intensively involved with product development and product design.
Responsible for Develop and implement marketing and sales promotions.
Provide intelligence report to senior management.
Managed duty free accounts, followed up with their monthly requirements.
Handling escalated customer complaints
Maintained commercial contacts with VIPs and corporate accounts
Coordinated sales meetings, reviewed target plans, branch & staff performance
Ensure full awareness of all policies relating to operational risk.
Ensure compliance with the group policies.
Ensure KYC updates, propre documentation.
Abu Dhabi Commercial Bank, UAE
Administration, Operations , Customer Service Manger /Supervisor ,August 2004October 2006
Duties included:

Operations , Customer Service , strategy and Sales

Understand Bank Processes, systems and services rendered to customers.
Understand front and back office roles, responsibilities and flows.
Review Internal procedure is followed.
Control and validate Job Descriptions in Operations.
Coordinate with Operation Managers on matters relating to Branch Operations.
Manage MIS related to branch queries / problems, evaluate issues and recommend
solutions where relevant.

Work in coordination with Central Departments to close unresolved issues.

Manage all activities of the branch and approach different Head Office Departments, to
find solutions to problems faced by customers.
Manage and control activities pertaining to different Initial Public Offerings (IPOs)
which have been started by the Bank in recently.
Maintained commercial contacts with VIPs and corporate accounts.
Coordinated sales meetings, reviewed target plans, branch & staff performance.
Represented company at exhibitions.
Managed the branchs cash flow.

H.S.B.C , UAE
Customer Service Supervisor , Recovery and Collection Supervisor July 1997Aug
2004
Duties included
Operations, Customer service , Recovery and collection
Approved loan and credit cards after verifying applications.
Followed up with customer service team, supported them in reaching targets.
Liaised with cards center for all credit card critical issues and exceptional
cases.
Up-dated management with daily, weekly and monthly sale reports.
Handled VIP inquiries, solved their problems and complaints.
Liaised with credit managers, up-dated team with latest criteria and
restrictions.
Consulted corporate department with requests or inquiries from personal
banking customers.
Up-dated target market list with new approved companies, (semi)
government.
Prepared monthly, annual team appraisals and performances
Supervised all delinquency cases for Abu Dhabi branch.
Made monthly report of recovered amounts and solved staking cases.
Delegated monthly delinquency cases to recovery and collection team.
In charge of rescheduling loans for current bank customers based on their salaries,
payment history, monthly statements and liabilities
Approved the issuance of liability certificates after verifying customer files.
Advised management new recovery strategies matching with Central Banks
law and regulations.
Compagnie Libanaise dAssurances-UAE
Accountant, Dec 1994July 1997
Policies check In charge of issuing insurance policies
Handling all accounting transactions
Bank reconciliation
Receiving & paying money
Preparing the financial statements

Education

High School from UAE.

Bachelor of Commerce . Maharshi Dayanand University- India.
Bachelors of Science in Banking & Financial Institutions -Hartford UniversityUSA
Diploma in Finance & Banking, IFES - UAE, England, London, UK.
Administrative Assistant Certificate - Emirates Institute of Technology UAE

Courses:
Bank & Customer Relations.
Fixed/Call deposits, Voucher arranging, Collections & recoveries.
Strategies & techniques H.S.B.C.
Customer service & sales techniques H.S.B.C.
Quality Costumer Service Dubai
Problem Solving and Handling Costumer Complains Dubai
Banking Fundamentals & Retail Products
Creditation Program.- HSBC
Cross-Sales Course HSBC
Economic for Bankers IFES Dubai
Investments Global Training Centre- Dubai
Treasury Products Global Training Centre- Dubai
Priority Banking & Retail Bank Products Global Training Centre- Dubai
Money Laundering & Counter Measures- Global Training Centre- Dubai
Meethaq Takaful and Savings Proramme Islamic Insurance program ADCB
Certified Secretary, Computer driving license , UAE

Languages

Arabic: Mother tongue.

English: Fluent - written and spoken

Personal
Hard working and open to learning and improving at all times. Very charismatic
which helps marketing efforts as well as being able to say no when customers
request is not warranted as per policies and procedures? Logical in the approach to
problem solving and focused on efficiency
References
Available upon request.