MADIHA NOREEN
Sydney,NSW
Summary
Highly experienced administrative and across inbound call centres, banking,essential services,business operations,financial services,complaint handling, and fault resolution in UAE and Australia. Currently working in a high-volume inbound call centre at O’Brien AutoGlass Sydney. Strong communicator with proven ability to resolve complex customer issues, support vulnerable customers, and maintain service excellence under pressure. Strong command of MS Office and CRM systems with proven ability to handle complex queries, streamline processes, and deliver exceptional client experiences. Multilingual, detail-oriented, and ready to contribute in fast-paced environments.
Overview
22
22
years of professional experience
Work History
Customer service / Sales Consultant
O'Brien Autoglass
Sydney
2025.10 - Current
- Handle high-volume inbound calls relating to vehicle glass faults and service issues.
• Diagnose customer concerns and provide clear, accurate resolutions.
• Book repair and replacement services while identifying appropriate sales opportunities.
• Resolve complaints at first point of contact and escalate faults where required.
• Maintain accurate CRM records and consistently meet quality and performance KPIs. - Consulted with customers to determine their autoglass needs and preferences.
- Provided product knowledge on various autoglass solutions and services.
- Demonstrated installation processes for windshields and other glass products.
- Booking customer for windscreen replacement and chip repair.
- Attend customer calls.
- Selling windscreen protecting products.
Senior Processing Associate
Emirates NBD & Emirates Islamic Bank
Dubai, UAE
2023.02 - 2025.01
- Set up and maintained corporate Business ONLINE accounts
- Conducted KYC updates and documentation validation
- Processed client requests for profile updates, limits, user access, etc.
Senior Processing Associate - Trade Finance
Emirates NBD & Emirates Islamic Bank
Dubai, UAE
2022.02 - 2023.01
- Handled end-to-end trade transactions including LCs, payments, compliance
- Liaised with banks, customers, and internal teams on all documentation
Senior Associate - Smart Business & Online Banking
Emirates NBD & Emirates Islamic Bank
Dubai, UAE
2019.11 - 2022.01
- Managed customer queries via calls and email
- Assisted with fund transfers, online complaints, account modifications
Senior Service Support Associate - Properties
Emirates NBD & Emirates Islamic Bank
Dubai, UAE
2018.03 - 2019.10
- Responded to tenant issues and routed internal service requests
- Produced weekly and monthly reports using PowerPoint
Customer Service Representative - Banking
Emirates NBD & Emirates Islamic Bank
Dubai, UAE
2016.04 - 2018.02
- Supported personal banking clients via secure email and calls
- Guided users through mobile and online banking systems
Corporate Services Officer (Inbound)
Emirates NBD & Emirates Islamic Bank
Dubai, UAE
2012.10 - 2016.04
- Handled account and credit card queries
- Generated sales leads for loans, cards, and insurance products
Debt Collection Officer
Tahseel Debt Collection
Sharjah, UAE
2011.10 - 2012.09
- Managed overdue accounts and met monthly targets
Tele Sales Agent
Hotel Member Club
Sharjah, UAE
2009.06 - 2011.07
- Promoted services and closed memberships via outbound calling
Office Administrator & Lead Support Agent
Riaz Medical Center
Sharjah, UAE
2005.05 - 2009.05
- Handled front desk, appointment bookings, and admin duties
Administrator
Sea Star Marine & Shipping
Dubai, UAE
2004.08 - 2005.03
- Coordinated shipping transactions and office operations
Education
Master of Business Administration - Project Management
William Carey University
UAEBachelor of Business Administration - Human Resources
American World University
USA / Sharjah CampusIGCSE - O'Levels
The Westminster School
DubaiSkills
- Customer Service
- Online Banking Platforms
- Trade Finance Operations
- Documentation & Compliance
- CRM (Siebel)
- Customer service
- Time management
- Finacle
- BPM
- Oracle
- MS Office
- Microsoft Teams
References
Available upon request
Languages
English
Proficient (C2)
C2
Urdu
Proficient (C2)
C2
Hindi
Upper Intermediate (B2)
B2
Arabic
Intermediate (B1)
B1
Accomplishments
- Received an Award for serving 10 years in a bank.
- Best customer service certificate.
Visa Status
- Partner visa with full working rights and PR already applied (under process)
Timeline
Customer service / Sales Consultant
O'Brien Autoglass
2025.10 - Current
Senior Processing Associate
Emirates NBD & Emirates Islamic Bank
2023.02 - 2025.01
Senior Processing Associate - Trade Finance
Emirates NBD & Emirates Islamic Bank
2022.02 - 2023.01
Senior Associate - Smart Business & Online Banking
Emirates NBD & Emirates Islamic Bank
2019.11 - 2022.01
Senior Service Support Associate - Properties
Emirates NBD & Emirates Islamic Bank
2018.03 - 2019.10
Customer Service Representative - Banking
Emirates NBD & Emirates Islamic Bank
2016.04 - 2018.02
Corporate Services Officer (Inbound)
Emirates NBD & Emirates Islamic Bank
2012.10 - 2016.04
Debt Collection Officer
Tahseel Debt Collection
2011.10 - 2012.09
Tele Sales Agent
Hotel Member Club
2009.06 - 2011.07
Office Administrator & Lead Support Agent
Riaz Medical Center
2005.05 - 2009.05
Administrator
Sea Star Marine & Shipping
2004.08 - 2005.03
Master of Business Administration - Project Management
William Carey University
Bachelor of Business Administration - Human Resources
American World University
IGCSE - O'Levels
The Westminster School