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Customer Service Representative

Dubai, Emirate of Dubai, United Arab Emirates
March 14, 2020

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Cassandra Bernadette Reay

Nova Towers, Apt no 1110, Dubai, Silicon Oasis, UAE




To be an expert in my area of work with a passion for challenges, innovation and working with people and communities. Seeking a role where I could apply my skills and work experience by making a difference in quality with the utmost adherence to organization goals. EDUCATION

B.A English Literature at Madras University

Higher Secondary at St. Aloysius Anglo Indian Higher Secondary School, Chennai

S.S.L.C at St. Josephs Anglo Indian High School, Chennai EXPERIENCE

TATA CONSULTANCY SERVICES: 2016 – 28th January 2020 Senior Process Associate

Having an experience as a Senior Process Associate in 2 projects with TCS, As a Content Writer in the SEO Department for an Online Shopping Website in the USA and worked for a leading Bank in Qatar as a Customer Service representative handling inbound calls. Search Engine Optimization (SEO)

Created SEO best practices to generate traffic to our website

Edited content produced by other members of the team

Collaborated with other departments to create innovative content ideas

Ensured that content contains sufficient keywords for search engine optimization

Rewrote, paraphrased content from scratch depending on specific instructions provided in work orders

Additional responsibilities

Performed Quality checks for the Team on a weekly basis

Assisted in allocating SKU’s for the Team weekly Customer Contact Center

Handled cold calls

Assisted on banking – clearance and tracking of customer requests

Taken manual requests over calls and internal portals

Expertise in credit card queries, involving interest calculations and services

Scheduled calls and managed VIP accounts

Handled queries and escalation on Enterprise and Corporate accounts Page 2

Additional responsibilities

Been part of the Sadara (Elite) team handling private bank accounts

Performed outbound calls to customers on the dissatisfactory report we receive on a daily basis to understand and improve their experience with our service LYCATEL PVT LIMITED: 2013 - 2016

Customer Service Specialist

Dealt with a Voice process for a telecom organization based in Australia

Handled and executed queries and requests from customers

Assisted with the escalation Help Desk

Supported the Elite Team with answering inbound queries as and when required especially handling high volumes of calls


Process Associate

Handled Customer and Collection emails

Dealt with Chargebacks in the banking process with refunds and debits

Activated Loans for customers upon requests and priorities PERSONALITY PROFILE

With 6-8 years of work experience, have gained excellent verbal and written communication skills. Have the ability to work under pressure and deliver high quality output and proficient in handling multi tasks and projects simultaneously in challenging environments. SKILLS

MS Office (Word, Excel, Power point)


Team player who can work under minimal supervision

Dedicated and goal driven, keen on taking on challenges and additional responsibilities

Supportive and a perceptive listener


Date of Birth 07-09-1992

Marital Status Single

Visa Status Visit (Valid till 8th June 2020)


I hereby state that all the information furnished by me is true and to the best of my knowledge and belief. References can be provided upon request

Cassandra Bernadette Reay

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