Customer-focused professional, acknowledged throughout career for dispensing personalized attention, maintaining composure under fire, and juggling a multitude of job tasks and challenges with skilled discretion and concern. 2-years banking sector experience in a fast-paced customer-care environment, has refined capabilities in researching issues, providing clear and accurate responses, and adapting communications to suit the situation. Reputed for willingness to shoulder extra workloads, coordinate daily operations, and “step up” to leadership roles. Superior administrative, analytical, and problem solving strengths are underpinned by a genuine affinity with people, and the necessary drive to enhance organizational reputation through service excellence.

• Complaint/Enquiry Resolution
• Customer Communications
• Process Simplification
• Productivity Improvements
• Incident Analysis

• End-of-Day Reconciliations
• Records Management
• Client Needs Assessments
• Relationship Management
• Staff Supervision/Training
• Document Production

• Workflow Management
• Accurate Calculations
• Customer Retention
• Form Re-design
• Back and Front Office Operations

Microsoft Word, Excel, Access, PowerPoint, Outlook; Internet, email
HTML • Javascript • Windows 2000/98/95 • Visual Basic 5 Developer 2000 with Forms 4.5 and Reports 2.5 • Powerbuilder • Oracle 7.1

• Cut complaint rates from 75% to 30% for a global financial services provider; devised standardized work procedures that overcame operational deficiencies causing work backlogs and errors.
• Surpassed colleagues’ performances, frequently serving up to 100 customers daily in a high-pressure bank environment where customer enquiries were often protracted and time consuming.
• Reputed as a competent trouble-shooter; customers were prepared to wait in line for a considerable time confident that issues would be thoroughly investigated and resolved.
• Appointed to administer the Adco Buhasa project for Technip Engineering; a high-profile assignment generating approximately 20% of the company’s total revenues. Presided over all project documentation, presentation, report generation, reception, and correspondence.
• Produced technically accurate, powerful budget presentations that graphically interpreted and presented data at monthly, quarterly, half-yearly, and yearly increments.

Customer Service Assistant
H.S.B.C. BANK MIDDLE EAST, Abu Dhabi 2001–2003
Fast-paced customer service division with three helpdesks issuing ATM cards, credit cards, personal identification numbers, check books, and responding to customer enquiries, complaints, and concerns. During tenure, relieved on each of the helpdesk areas, rapidly refining both technical expertise and communication talents that prompted several offers to supervise the area in the absence of senior personnel.

Key contributions:

• Earned a reputation as a competent and efficient trouble-shooter—a status that saw customers prepared to wait in line for a considerable time trusting that their concerns would be thoroughly investigated and resolved.
• Identified flaws in existing interdepartmental forms used to communicate information between the helpdesk and back office operations. Successfully sought approval from the division’s supervisor; building a case that cited instances where forms failed to request critical data and were complicated to follow. New design won praise from both departments for being content-rich and streamlined in appearance.
• Spearheaded the design of new forms that overcame chronic data loss concerns negatively impacting customer satisfaction. Drafted forms that integrated information monitoring so that data such as “credit card destruction” dates and “application received” dates could be tracked and recorded.
• Transformed complex procedure manual for the cash counter confusing to non-English speaking staff, into an abridged version that extracted and presented salient points in a clear, consistent language style that remained faithful to audit guidelines. Cut reading time from 1 hour to just 15-minutes.
• Standardized work procedures that overcame operational deficiencies stemming from inadequate communication between departments, work backlogs, and high absenteeism prompting temporary job swapping. Devised formal job descriptions for handling each product—quickly orienting, substitute staff to the requirements of the job. With each staff member familiar with the job requirements, complaint rates dropped from 75% to 30.
• Trained new recruits—an initiative that quickly enhanced the knowledge base of staff. New skills development prompted increased productivity and substantial reduction of work backlogs.
• Instrumental in achieving high audit results through the implementation of streamlined and standardized procedures that met all key criteria for accuracy, records management, and sign-off.
• Surpassed colleagues’ performances, frequently serving up to 100 customers daily.
• Learned conversational phrases in Arabic to cater to non-English speaking “nationals”.

Project Secretary
TECHNIP ENGINEERING CONSULTANCY, Abu Dhabi 1999–2000

• Strong organizational proficiencies were critical in this role where each project employed a minimum of six engineers of varying disciplines, and each engineer demanded up to four project documents—all to be precisely typed, proofread, corrected, and submitted to the project manager within stringent deadlines.
• Conducted formal “one-on-one” training for secretaries. Topics spanned daily procedures and operations, standard document fonts, phrases, and formats, and telephone/electronic communication protocols.
• Successfully coordinated logistics surrounding engineers’ site inspections. Arranged dates, gate passes from oil fields, and coordinated document release.
• Produced technically accurate, powerful budget presentations that graphically interpreted and presented data at monthly, quarterly, half-yearly, and yearly increments.
• Event-managed conferences and corporate meetings for clients and engineers. Produced, prepared and distributed meeting minutes.
• Consistently purchased departmental stationery within budget.
• Sole administrator placed in charge of the Adco Buhasa project; a high profile assignment generating approximately 20% of the company’s total revenues. Presided over all project documentation, presentation, report generation, reception, and correspondence.

Receptionist/Secretary
JOBSCAN RECRUITMENT CONSULTANTS, Abu Dhabi 1999

Recorded and coordinated inbound and outbound calls on a hectic switchboard system for a busy recruitment consultancy. Conducted preliminary assessments of job seekers by recording skills and experience, and maintained, as well as updated, files and records of all candidates on the computer database.

Certificate in Java Programming • Diploma in Application Programming

Bachelor of Nutrition & Dietetics
University of Chennai, India (1997)