Project Manager - New Process
MOALAJAH
Total years of experience :13 years, 11 Months
MOALAJAH - Ajman, UAE Jun 2008 to Apr 2009
Project Manager - New Process
Moalajah is a Veolia Water Company, the world's leading utility organization in the world responsible for waste water management in the Emirate of Ajman.
Joined as a Project Manager to set up their customer service division and ensure quality assurance. During the phase I was involved in
• Business Process reengineering
• Recruitment and set-up of a team
• MIS reporting to ensure quality control
• Training CSR on service quality and telephone etiquettes
• Prepare functional process documentation for their ERP system to track customer complaints and resolve within SLAs
Contributed to drafting of the business process manuals for customer service in line with
RAK BANK - Dubai, UAE Jun 2004 to Apr 2007
Customer Service - Unit Head
RAK bank is one of the leading local banks of UAE, having branches and offices in all major locations within the country.
Joined as a Customer Services Officer and set up the customer service division. Collaborate with the Operations Manager to create strategic plans to create the division, set procedures and policies to meet challenges in customer satisfaction. Work closely with other departments to promote awareness on service quality oriented customer interactions at all levels. Gather, analyze, and report daily/weekly/monthly on service statistics.
• Instrumental in setting up the department from scratch, responsible in recruitment, training and rollout of the customer service division within 3 months of joining.
• Contributed to drafting of the business process manuals for customer service in line with corporate framework.
• Instrumental in improving customer-satisfaction ratings through suggestion, development, and implementation of new escalation procedures.
• Increased employee knowledge by assisting with development and implementation of product-awareness program.
• Enhanced employee performance and attendance through daily mentoring, one-on-one discussions and motivational strategies.
• Promoted as an authorized signatory for Balance Transfer cheques.
• Received outstanding positive comments from reviews, as well as exceptional feedback from senior management as well as other business unit heads.
• Introduced new customer education strategy to increase awareness to customers that resulted in increase in customer spending patterns.
• Received Customer Service Award for outstanding track record of positive customer feedback, for self as well as the team.
CITIBANK N.A. - ROWYA MARKETING -Dubai, UAE 1998 to 2004
Officer - Problem Resolution
Rowya marketing is the retail wing of CitiBank N.A. global leader in retail banking products. Problem resolution unit was the central place for handling and resolving customer issues.
Investigated and resolved customer concerns in collaboration with respective departments and other branches, local and international. Prepared written responses to customer inquiries vide fax, email or telephone.
• Follow up of customer complaints till resolution
• Approval of fine reversals.
• Provide training to other departments of customer retention and cross-sell
• Handling of on-line CitiBank portal queries
• Interact with other department to resolve customer issues for the purpose of retention.
• Consistent in achieving targets and having the lowest percentage of refusals (
CITIBANK N.A. -Chennai, India 1996 to 1997
Team Leader - Phone banking (Call Centre)
Joined as a Customer Service Representative in the phone banking department and was promoted to Team Leader within a short span of time.
Interfaced with customers over phone to identify needs, field questions, and to resolve issues that may arise. Coached and mentored new employees in customer-service processes and company policies.
• Played key role in introducing cross-sell methodology and work processes among customer service division, thereby generating revenue
• Won numerous accolades and positive feedback from customers.
• Was awarded the 'Best Customer Service Employee" for the year 1997 for the region based on stringent evaluation parameters.
LITTLE FLOWER CONVENT for the Deaf & Blind -Chennai, India 1992 to 1993
Counselor/Psychologist
My responsibility included meeting with students and parents to counsel them on their needs and identify any foreseeable gaps in emotional stability. Advise and guide the parents as to how to care and manage their ward in times of pressure.
Was also involved in speech training and psycho-analysis of students, and suggest improvement programs to the management for the improvement of the curriculum and student welfare.
Master of Arts in Psychology • Women's Christian College - Chennai, India - 1990-1992
Bachelor of Arts in English • Jyothi Nivas College - Bangalore, India - 1987-1990
Higher Secondary School (XII) • St. Xavier's School - Bokaro Steel City, India - 1985-1987