Yusra's CV
Profile summary
Adaptable Senior Customer Service Executive with 18 years of experience spanning customer relations, debt recovery, and operations management across multiple financial and real estate organizations. Trilingual in English, Arabic, and Urdu, bringing a positive problem-solving approach to stakeholder management, portfolio management, and direct debit processing. Known for handling administrative legal tasks and maintaining accurate account documentation throughout a career progression across 9 organizations. Committed to delivering effective client engagement and supporting internal teams under extreme pressure.
Career highlights
Client Relations: Serves as the primary point of contact for clients, addressing inquiries and resolving issues across multiple financial and real estate organizations.
Debt Recovery: Manages CRM and collections processes, executing collection calls and recoveries for delinquent accounts to contribute to debt recovery.
Operations Management: Collaborates with internal teams to streamline operations, handle administrative legal tasks, and maintain account documentation throughout career progression.
Key skills
Professional experience
Defined customer service strategy, steering operations and client engagement across real estate portfolios in Dubai. Coordinates CRM workflows and collections processes to support debt recovery while collaborating with internal departments for operational alignment.
- Serves as the primary point of contact for clients, addressing inquiries and resolving issues.
- Manages CRM and collections processes to contribute to debt recovery within the real estate sector.
- Collaborates with internal teams to streamline operations and enhance overall customer experience.
- Leads strategic initiatives to enhance customer service excellence and ensure compliance with company policies in Dubai.
Handled collection helpdesk salary inquiries alongside block, release, and debit operations. Processed customer inquiries covering overdue accounts, call backs, and blacklists while delivering closures. Managed end-of-service adjustment requests from branches and external channels alongside daily reporting, card blocks, and SMS tasks.
- Processed credit card debits from end-of-service funds to facilitate card closures.
- Handled card reactivation and deactivation requests according to operational procedures.
- Processed rescheduling requests submitted by walk-in customers facing jobless cases.
Shaped personal finance collection operations within a 300 customer monthly allocation framework, managing direct debit processing and client database records while escalating disputes for executive resolution.
- Executed collection calls and recoveries for delinquent accounts to achieve targets within established timeframes.
- Filed criminal cases against customers who refused payment obligations.
- Handled daily direct debit representations for the full team.
Managed customer portfolios within the collection department, communicating directly with clients to resolve grievances and maintaining updated database records. Handled monthly dispute resolution escalations to senior management to secure timely settlements.
- Processed collection assignments for five hundred delinquent customers each month while meeting established time frames.
- Investigated and resolved customer disputes through direct communication and database updates.
- Responded to inbound customer queries regarding Najm Card features and processing status.
- Informed customers about mandatory documentation requirements for card issuance.
- Handled local and international skip cases to locate defaulting borrowers and secure delinquent assets.
- Managed police cases and prepared all formal settlement and demand letters for the loan portfolio.
- Supported relationship managers by processing portfolio requests and maintaining account documentation.
- Drafted official correspondence for clients in both Arabic and English languages.
- Executed customer collection calls for VIP accounts in UAE and Bahrain to manage credit card, loan, account, overdraft, and car loan debt.
- Updated internal systems following customer interactions and assisted the call monitoring team with Arabic language reviews.
- Contacted customers by phone to manage outstanding debt on credit card accounts.
- Updated internal systems with customer interaction notes and repayment status.
- Prepared demand letters, formal proposals, and legal notices in Arabic.
- Followed up with defaulters regarding cheque payments.
- Taught core functions of MS Office 2007 applications to students.
- Explained database creation and management techniques using software tools.
Education
Collection Helpdesk Salaries Inquires and block, release and Debits. Inquiries including overdue, call back, blacklist with solution & closure. End of service Adjustment request through branches, Customers and other channels. End of Service daily report, Cards blocks and SMS. Credit Card debits from End of service to close the Cards. Cards Reactivation and Deactivation. Reschedule request from Walk-in Customers (Jobless Cases)
Part of Personal finance collection Team Handling allocation of 300 delinquent customers on a monthly basis Responsibility was to call and recover overdue from the delinquent customers Filling a criminal case against the customer those who refuse to pay Daily Direct Debit representation to be sent for the full team Managing and updating customer & client database Ensuring early resolution of disputes by escalating issues to higher management Achieving the targets with in the given time period
Languages
English · Professional
Arabic · Professional
Urdu · Professional