Abla Abushanap

• Senior Officer E-Business Development Devision
• Handled company accounts and assisted business customers with banking services to support their operational and financial needs.
• Assisting clients in opening accounts, processing transactions, and explaining banking products.
• Handled complex customer inquiries related to title services and documentation with a 95%+ first-call resolution rate.
• Ensuring compliance with regulatory requirements and internal banking procedures.
• Handled complex business inquires related to payment , transfers , merchant services, and cash-managment solutions
• Assisted business clients in navigating online banking platforms , managing user access, and troubleshooting technical issues
• Assisted high-value clients with complex issues related to online transactions , payment file uploads, authorization matrix setup, and system access

• Senior Customer Service Representative Virtual Banking Devision
• Cross-trained in various banking departments, including Cheque Authentication, Telex Transfers, Digital Banking Services, and Branch Operations, gaining a well-rounded perspective on fraud prevention, transaction processing, and multi-channel client support.
• Consistently ranked among the top performers in the virtual banking team, exceeding KPIs in client call handling, resolution times, and service quality.
• Took a lead role in onboarding and training new hires in virtual banking systems and service excellence standards, helping reduce onboarding time and improve team performance.

*Perform quality checks on digital transaction requests before approval.

• Adapted quickly to product changes or updates, resulting in minimal disruption to service.
• Followed company guidelines to ensure consistent quality of service.
• Warmly greeted customers with positive telephone etiquette, asking well-rounded questions to identify issues.
• Used critical thinking to break down problems, evaluate solutions and make decisions.