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SUNISH THOMAS CHERIAN, Operations Centre Representative – Contact Centre Agent

SUNISH THOMAS CHERIAN

Operations Centre Representative – Contact Centre Agent·ISON Xperiences

United Arab Emirates

Bachelor's degree, Finance

Work experience

Total years of experience: 16 years, 2 months

Operations Centre Representative – Contact Centre Agent

January 2025 - February 2026

ISON Xperiences

Dubai, United Arab Emirates

January 2025 - February 2026

Delivered high-quality customer service for the PAY10 Digital Wallet, supporting bank top-ups, secure fund transfers, QR-code
purchases, and bill payments.
Guided customers through wallet funding processes, ensuring secure and compliant digital transactions.
Supported customers in using the application for shopping, bill payments, and digital financial services.
Assisted with wallet funding via AL TAREQ, a UAE Central Bank-authorized Open Banking platform.
Documented AML findings for internal compliance use and contributed to regulatory reporting and SAR preparation.
Performed ongoing monitoring of high-risk customers through transaction screening and watchlist checks.
Identified and reported suspicious transactions, resolving digital transaction issues to improve usability and customer satisfaction.
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

Customer Service Representative

September 2023 - February 2026

First Abu Dhabi Bank

Abu Dhabi, United Arab Emirates

September 2023 - February 2026

Delivered exceptional customer support for PAYIT users, addressed inquiries and resolved concernsto achieve high CSAT scores.
Maintained close attention to customer concerns and ensured accurate and timely issue resolution.
Consistentlymet KPIsincluding First Response Time (FRT) and SLA adherence.
Processed cross-border remittances within 5-15 minutes via secure bank transfers in compliance with verification procedures.
Facilitated wallet-to-wallet transfers, KYC documentation, bill payments (Etisalat & DU), NOL cash-out options, and ATM PIN setup.
Supported RATIBI salary prepaid cardholders bymanaging salary crediting, withdrawals, remittances, and bill payments.
Company industry:
Banking
Job role:
Customer Service and Call Center

Encoder & Customer Support

May 2015 - February 2026

First Abu Dhabi Bank

Abu Dhabi, United Arab Emirates

May 2015 - February 2026

Supported payment processing, reconciliation, and merchant card operations.
Addressed customer queries and delivered consistent service excellence.
Performed transaction reconciliation and submitted daily sales and MIS reports to management.
Followed Central Bank regulations, AML policies, and Customer Due Diligence procedures.
Managed document control including collection, scanning, uploading, and verification.
Supported account opening and KYC documentation across portfolio and chargeback teams.
Company industry:
Banking

Customer Service Representative

March 2013 - February 2026

UAE Exchange

Abu Dhabi, United Arab Emirates

March 2013 - February 2026

Processed remittances, foreign exchange transactions, and prepaid card services in compliance with internal policies.
Verified customer documentation and maintained accurate customer records in line with audit and regulatory requirements.
Supported teller operations including cash handling, transaction processing, and service counter assistance.
Promoted financial products and services during customer interactions, contributing to service usage and revenue growth.
Prepared daily transaction summaries and assisted in reconciliation and reporting activities for branch operations.
Company industry:
Financial Services
Job role:
Customer Service and Call Center

Call Center Representative

May 2021 - June 2021

Serco

Abu Dhabi, United Arab Emirates

May 2021 - June 2021

Company industry:
Facilities & Property Management
Job role:
Customer Service and Call Center

Customer Service Representative

October 2018 - August 2020

Travelex Worldwide Money Abu Dhabi Airport

Abu Dhabi, United Arab Emirates

October 2018 - August 2020

Company industry:
Administration Support Services
Job role:
Customer Service and Call Center

Customer Service Representative

October 2018 - July 2020

Travelex Worldwide Money Exchange

Abu Dhabi, United Arab Emirates

October 2018 - July 2020

Company industry:
Financial Services
Job role:
Customer Service and Call Center

Customer Service Representative – Foreign Exchange & Remittance

October 2018 - January 2020

Travelex Worldwide Money – Abu Dhabi International Airport (Terminal 1,

Abu Dhabi, United Arab Emirates

October 2018 - January 2020

Processed online and mobile currency orders for leading foreign exchange platforms.
Facilitated remittance and international money transfer services supporting cross-border transactions.
Delivered FX and remittance services for arriving and departing airport passengers.
Recognized for achieving 98.87% performance while training over 10 sales consultants.
Led high-performing retail teams of 12 managers and 80 sales consultants across airport terminals.
Prepared daily sales and MIS reports submitted to Portfolio Managers and Department Heads.
Company industry:
Aviation Support Services

ENCODER

May 2015 - June 2017

FIRST ABU DHABI BANK

Abu Dhabi, United Arab Emirates

May 2015 - June 2017

• Utilized strong attention to detail as an Encoder and Admin Assistant at National Bank of Abu Dhabi, ensuring precise encoding and processing of financial transactions.
• Improved customer satisfaction by effectively managing Easy Payment plans, Easy Cash, and Balance Transfers, fostering a seamless banking experience.
• Conducted comprehensive KYC updates in accordance with Central Bank Regulations, enhancing the integrity and security of customer accounts.
• Collaborated with team members to streamline processes and improve service delivery, contributing to a more efficient call center environment.
• Developed strong communication skills through direct customer interactions, ensuring clarity and responsiveness in addressing inquiries and concerns.
• Demonstrated problem-solving abilities by addressing customer issues promptly, reinforcing trust and loyalty within the client base.
Company industry:
Banking
Job role:
Banking

Customer Service Agent

March 2010 - March 2013

UAE EXCHANGE

Abu Dhabi, United Arab Emirates

March 2010 - March 2013

• Provided outstanding customer service by promptly addressing inquiries and effectively resolving complaints, significantly enhancing customer loyalty.
• Managed and updated customer account information with precision, ensuring compliance with KYC regulations and maintaining data integrity.
• Leveraged strong communication skills to successfully promote financial products, consistently meeting or exceeding sales goals.
• Showcased expertise in database management, implementing timely updates that improved overall customer experience and satisfaction.
• Collaborated with team members to streamline processes, contributing to a more efficient call center environment.
• Embraced feedback and training opportunities to continuously improve service delivery and customer engagement.
Company industry:
Financial Services
Job role:
Customer Service and Call Center

Call Center / Reservation Agent

January 2010 - January 2013

Spirit Airlines

Bellampalli, India

January 2010 - January 2013

Provided customer service support for flight reservations across the United States.
Answered 150+ inbound calls daily, routing customers efficiently to correct departments.
Handled reservations, modifications, cancellations, billing queries, and boarding pass issuance.
Educated customers on baggage policies and travel requirements.
Managed customer complaints and provided appropriate solutions within defined timelines.
Maintained accurate records of customer interactions and follow-ups.
Company industry:
Airlines

Education

Bangalore University

June 2008

June 2008

Bachelor's degree, Finance

India

Successfully graduated Bachelors Degree affiliated to Bangalore University and specialised in Finance, Economics, Accounts, Business Law.

Bangalore University

June 2008

June 2008

Bachelor's degree, Banking And Finance

India

INDIAN ISLAHI ( CBSE )

June 2005

June 2005

High school or equivalent, Accounting And Economics

United Arab Emirates

GPA (percentage): 65%

GPA (percentage): 65%

Successfully graduated in 12th Grade and did honors in Accounts, Business Studies, English, Economics, Informatics Practices

Central Board of Secondary Education, Delhi University

March 2005

March 2005

High school or equivalent, Accounting

United Arab Emirates

Skills

Tally 9

Expert

Adobe Photoshop

Expert

XP

Expert

Visual

Expert

Visual Basic

Expert

DATABASE ADMINISTRATION

Expert

Customer Service Representative

Expert

Call Center Agent

Expert

Customer Query Resolution & Escalation Handling

Expert

Documentation Control & Record Management AML

Expert

INVENTORY MANAGEMENT

Expert

marketing

Expert

tour operators

Expert

operation

Expert

outbound

Expert

Consolidation

Expert

service center

Expert

problem solving

Intermediate

mobile

Expert

microsoft powerpoint

Expert

mail

Expert

time management

Expert

SLA, KPI & First Response Time (FRT) Management

Expert

Teamwork

Expert

AML / KYC Support & Due Diligence

Expert

Customer Service Operations

Expert

Administrative Support & Office Coordination

Intermediate

CUSTOMER DUE DILIGENCE

Expert

Digital Wallet & Fintech Application Support

Expert

Complaint Management & Service Recovery

Expert

Tally 9

Expert

Adobe Photoshop

Expert

XP

Expert

Visual

Expert

Visual Basic

Expert

COMPLEX PROBLEM SOLVING

Intermediate

COORDINATING

Intermediate

CUSTOMER RELATIONSHIP MANAGEMENT

Intermediate

CUSTOMER SERVICE

Intermediate

DATA ENTRY

Intermediate

LEADERSHIP

Intermediate

MICROSOFT EXCEL

Intermediate

ORDER PROCESSING

Intermediate

SALES

Intermediate

WORKFLOW MANAGEMENT

Intermediate

Social profiles

Personal Website
Personal Website
enhancv.com

Languages

Arabic

Expert

English

Expert

Hindi

Expert

Malayalam

Native Speaker

Kannada

Intermediate

Training and Certifications

Certifications
Adobe Photoshop
AML Certification – Anti-Money Laundering & Compliance Customer Service Management
Training
Contact Tracing
Coursera
Jun 2021

Hobbies and interests

Singing, Arts & Crafts making, Volley Ball

I won Best singer award for Voice of Bangalore in 2008 and was an Indian Idol contestant in 2007