Marah Alhatlani
Riyadh,Saudi Arabia
Summary
Dedicated professional with a strong foundation in customer service and team collaboration, excelling in quality assurance and complaint management. Demonstrates exceptional written communication and listening skills, effectively leading support teams to maximise productivity. Proficient in Microsoft Office Suite, including Excel, Word, Access, PowerPoint, and Outlook, with a proven ability to prioritise tasks and manage resources efficiently. Committed to enhancing organisational success through creative problem solving and effective communication.
Overview
2
2
years of professional experience
2020
2020
years of post-secondary education
Work history
Fraud analyst
STC BANK
11.2024 - Current
- Handling Fraud-Related Inquiries – Assist customers who suspect fraudulent activities on their accounts.
- Investigating Fraud Cases – Analyze transactions and account activities to identify potential fraud.
- Processing Dispute Claims – Handle chargeback and fraud disputes efficiently.
- Providing Fraud Prevention Advice – Educate customers on how to protect their accounts from fraud.
Customer Service - CSR
STC Bank
05.2024 - 11.2024
- Listening to the agents concerns carefully and patiently
- Management and resolve customer complaints
- Identify and escalate issues to supervisors
- Support team leader
CSR
Al Borg Diagnostics
01.2024 - 04.2024
- Inspected products and services to comply with quality standards
- Collaborated with team members to achieve target results
- Prepared range of written communications, documents and reports
Front Desk Officer
Al Borg Diagnostics
07.2023 - 12.2023
- Processed and distributed incoming correspondence to relevant staff, facilitating team communication
- Offered outstanding hospitality throughout client visits, aiding positive customer experiences and loyalty
- Answered and directed incoming calls to relevant staff members using multi-line telephone system
- Directed clerical tasks, including copying, faxing and file management
Education
Bachelor of Business Administration -
Al Jouf University
Skills
- Team Collaboration
- Quality Assurance
- Written Communication
- Complaint Management
- Issue Escalation
- Support Team Leadership
- Computer Proficiency
- Effective Communication
- Problem Solving
- Microsoft office
- Fax Management
- Task Prioritization
- Time Management
- Productivity Maximization
Languages
Arabic
Native
English
Fluent
Timeline
Fraud analyst
STC BANK
11.2024 - Current
Customer Service - CSR
STC Bank
05.2024 - 11.2024
CSR
Al Borg Diagnostics
01.2024 - 04.2024
Front Desk Officer
Al Borg Diagnostics
07.2023 - 12.2023
Bachelor of Business Administration -
Al Jouf University
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