Fathima Mohamed Ibrahim
Abu Dhbai,United Kingdom
Summary
I am a dedicated and experienced banking professional with over 15 years in customer-facing roles within branch operations and call center in UAE and UK. My core strengths lie in cash management, team supervision, and delivering exceptional customer service. I have successfully managed daily cash transactions, balanced vault operations, and led cashier teams to uphold accuracy and compliance with banking regulations. I take pride in creating a welcoming and secure banking environment for clients, including those who may be vulnerable. I’m skilled in handling complex situations such as bereavement, power of attorney, and fraud prevention, always with professionalism and care. In addition to my operational expertise, I am passionate about helping customers make informed financial decisions by guiding them through products, services, and digital banking tools. I thrive in fast-paced environments and am committed to continuous learning, operational excellence, and customer satisfaction.
Overview
14
14
years of professional experience
Work history
Chief Cashier Officer & Customer Service Representative – Branch Operations
Co-Operative Bank
2024.08 - 2026.02
- Cash Handling & Transactions
- Oversaw daily cash operations, including deposits, withdrawals, and payment processing.
- Balanced cash registers and reconciled end-of-day cash and vault totals.
- Managed cash flow within the branch, including vault and ATM replenishments.
- Processed various forms of payments, including credit/debit card transactions and foreign payments.
- Ensured all cash-handling procedures were accurate, secure, and efficient.
- Supervision & Team Management
- Trained, supervised, and supported cashier staff to maintain high performance and compliance standards.
- Created and maintained a positive team environment through mentoring and daily oversight.
- Monitored performance and provided feedback to ensure continuous improvement.
- Operational Support & Compliance
- Ensured strict compliance with internal controls, banking regulations, and security procedures.
- Generated daily and periodic reports on cash movements and transactional activities.
- Supported administrative tasks such as account maintenance and data management.
- Identified and addressed discrepancies or irregularities in cash handling procedures.
- Participated in developing and refining branch policies and procedures.
- Customer Service & Relationship Management
- Delivered exceptional face-to-face customer service, resolving account inquiries and transactional issues promptly.
- Assisted customers with everyday banking tasks including cheque cashing, payments, and account inquiries.
- Educated customers on banking products, digital services, and fraud prevention strategies.
- Supported customers with online banking registration, navigation, and troubleshooting.
- Encouraged customers to connect with the Personal Banking team for tailored financial advice.
- Handled sensitive cases involving vulnerable customers, bereavement, and power of attorney requests with care and professionalism.
- Managed customer complaints effectively, ensuring timely resolution and follow-up.
HR- Assistant to General Manager
Accor
2021.09 - 2023.08
- Key Responsibilities:
- Assisted the General Manager in the recruitment process, including shortlisting candidates, coordinating interviews, and preparing employment contracts.
- Maintained and organised employee records (digital and paper-based), tracking holidays, sick leave, and other absences.
- Supported payroll processing and handled documentation related to employee compensation, benefits, and allowances.
- Accurately entered and updated employee information in the HR system/database.
- Actively stayed up to date with HR best practices to enhance internal processes and overall workplace efficiency.
Customer Service Officer
Lloyds Banking Group- Newport
2021.04 - 2021.08
- Bank Call Centre – Customer Service Representative
- Experienced in delivering excellent customer service in high-volume banking call centre environments. Responsible for handling inbound and outbound calls, resolving queries, and supporting a wide range of banking products and services.
- Key Responsibilities:
- Responded to customer inquiries related to bank accounts, transactions, cards, online banking, and mobile apps.
- Assisted with account access issues, including password resets, security verifications, and technical troubleshooting.
- Educated customers on digital banking tools and guided them through mobile and online services.
- Handled sensitive cases such as fraud reports, scams, bereavement notifications, and power of attorney requests with empathy and care.
- Resolved customer complaints professionally, aiming for first-call resolution and high satisfaction.
- Promoted suitable banking products and services based on customer needs and eligibility.
- Encouraged customers to book appointments with specialist teams (loans, mortgages, personal banking).
- Maintained strict confidentiality and compliance with banking regulations and data protection policies (KYC, GDPR).
- Verified identity before disclosing account information, ensuring all security protocols were followed.
- Logged call details accurately using internal CRM systems.
- Met performance targets including call quality, customer satisfaction scores, and resolution time.
- Worked collaboratively with colleagues and supported team targets during peak call volumes.
- Participated in regular training to stay informed about new products, systems, and compliance updates.
Business Support- Operation Dpt.
MPM Properties LLC
2014.03 - 2017.06
- Key Responsibilities:
- Managed water and electricity bill payments for all ADIB properties through ADDC.
- Issued and renewed Tawtheeq contracts via the Department of Municipal Affairs, including processing monthly payments.
- Handled watchman payroll, including monthly salary processing, annual leave planning, and arranging replacements.
- Added new ADIB properties into the Oracle system, ensuring accurate records for front counter accessibility and documentation filing.
- Terminated leases and contracts in the system, ensuring properties were marked vacant and ready for new tenants.
- Responded to direct customer queries, resolving issues related to delayed payments, cheques, tenancy concerns, and watchman matters.
- Processed security deposit refunds, maintenance clearances, electricity refunds, and rent reimbursements.
- Prepared and maintained training manuals related to system operations, policies, and procedures for internal use.
- Generated and submitted weekly management reports detailing operational updates and property activities.
- Served as the acting manager in the manager’s absence, ensuring uninterrupted workflow and decision-making.
- Provided front counter support on a voluntary basis, assisting with contract issuance and renewals, handling legal cases, and addressing customer complaints.
- Systems Used:
- Oracle – Property and financial management system
- Tawtheeq – Municipality system for tenancy contracts
- Data Loader – Used for uploading bulk transactions into Oracle
- Subsidiary of Abu Dhabi Islamic Bank (ADIB) http://www.mpmproperties.ae
Processing Specialist
Abu Dhabi Commercial Bank (ADCB)
Abu Dhabi
2012.03 - 2014.02
- Account Administration Assistant – HNWI & Corporate Clients
- Handled end-to-end account servicing for High Net Worth Individuals (HNWI) and corporate clients. Responsibilities included account reviews, authorizations, and maintaining strong client relationships. Supported bancassurance operations, remittances, payments, clearing, and cheque/debit card issuance. Processed and authorized Priority Pass cards and ensured service standards were met. Also responsible for training and mentoring new team members.
- Senior Customer Service Professional – Contact Centre
- Delivered frontline support by handling customer queries, complaints, and product information. Promoted retail and Islamic banking services while ensuring exceptional customer experience. Maintained daily operational reports in Excel and consistently exceeded service targets. Recognized for high performance and regularly trained new joiners on customer service protocols.
- Key Achievements:
- Awarded Best Performer (CPD – 2012)
- Received multiple customer appreciation certificates
- Trained new agents and promoted quality service culture
- Systems Used:
- Siebel | Omniflow | Flexcube (FCR) | LAPS
- ANC Branch – CPD https://adcb.com/en/personal/
Education
Customer Service Training -
Banking & Financial Institute Via ADCB
High School Diploma - undefined
American
Accounting Course - undefined
Kawarzmi Collage
Airlines Ticketing & Reservation - undefined
IATA
Skills
- Microsoft Office - Word, Excel, Power point and Outlook
- Operating Systems (MacOS 12 & Windows 11)
Accomplishments
- Rewarded for excellent service in Conventional Retail Banking products and Islamic Banking products.
- Successfully completed Customer Services Training and trained other agents for Quality Customer Service.
- Appreciated by customers and received Appreciation Certificates as recognition.
- Awarded as Best Performer in ADCB- CPD dpt Year 2012.
Timeline
Chief Cashier Officer & Customer Service Representative – Branch Operations
Co-Operative Bank
2024.08 - 2026.02
HR- Assistant to General Manager
Accor
2021.09 - 2023.08
Customer Service Officer
Lloyds Banking Group- Newport
2021.04 - 2021.08
Business Support- Operation Dpt.
MPM Properties LLC
2014.03 - 2017.06
Processing Specialist
Abu Dhabi Commercial Bank (ADCB)
2012.03 - 2014.02
High School Diploma - undefined
American
Accounting Course - undefined
Kawarzmi Collage
Airlines Ticketing & Reservation - undefined
IATA
Customer Service Training -
Banking & Financial Institute Via ADCB