Susanne Gloria Bartholomeusz
Customer Service Executive
Address: L Block, 002 Ritaj Community DIP 2, Dubai, UAE. Mobile: 009*********** E-mail :firstname.lastname@example.org LinkedIn:www.linkedin.com/in/sbartho-04a43aa2 PROFESSIONAL SUMMARY
Experienced: Customer service Executive with 11+ years experience in Customer Service Co-
ordination, Administration & call center / data
Efficient: Adept at handling a large number of
various tasks on a daily basis, while consistently supporting both internal & external stake holders.
Native English speaker with Positive interaction skills & promoting positive experiences.
Efficiency-driven and organized with team-
oriented mentality with dedication to business
goals. Skilled in coordinating documentation and
Knowledge/Experience in ERP systems.
Excellent knowledge in MS EXCEL formulas.
MS Office Suite.
CRM & SAP system knowledge.
ChampionX – Ecolab Company - Dubai, UAE.
Designation –LOGISTICS CUSTOMER SERVICE SPECIALIST Dec 2019 – Mar 2020
Supporting the customer service Quality Improvement Process & Planning strategies to ensure error-free work by
"doing it right the first time" and conveying this attitude in the daily performance of various duties, in our drive to continuous improvement.
Processing/Entering Customer purchase orders and providing confirmation to the customer and sales team using ERP systems, SAP & IScala.
Ensuring that product price is aligned with the pricelist.
Coordinating with the credit team for clearing credit/Unblocking accounts/ delivery holds.
Updating the Shipment status to Sales and Customer.
Coordination with the production planners & the warehouse to ensure that the requested delivery dates are met.
Execution of export documentation requirements for shipment from Jebel Ali to destinations globally, which include Letter of Credit shipment, commercial invoice, etc. Ensure that all documentation meets export regulations.
Reviewing Letter of Credit to confirm that all criteria are aligned with the company procedures.
Improving service level by ensuring on time delivery to internal and external customers.
Daily monitoring of open purchase orders report and checking for late orders etc.
Reviewing the pending order status with internal and external suppliers
Ensuring to meet the Customer Service KPI (Key Performance Indicator)
Preparing Shipping Documents accurately. (Invoices, Delivery Notes, Packing lists, Bill of Entry, COA)
Processing GRN’s for supplier invoices.
On time invoicing and communication to customer.
Ensure all filing is done and maintaining records for audits.
Following company policies,procedures and compliance requirements.
Processing VAT/TAXinvoices as per the invoice requirement.
Follow safety policies to provide a safe workplace for all employees and supporting the guiding principles of Goal Zero to continually improve the safety, health and environmental performance. COCA-COLA COMPANY - Dubai, UAE.
Designation – BRANCH COORDINATOR Dec 2016 - Jan 2019 (2 1/2 Years) Management Reports
Preparation of all reports requested by the National Head on Ad-hoc basis.
Preparation & distribution of sales targets reports for entire UAE sales team heads.
Daily preparation of Net Sales Revenue report, Strike Rate & PJP report, Daily Sales Revenue & Revenue Growth Management reports, KBI report, Bill Cut Report, Product distribution report, Zero Billed products report, Weekly/monthly Sales reports.
Downloading & preparing the employee attendance register punch in timings report from SAP system.
Managing & updating the over time report.
Preparation of PPT Presentations for team meetings.
Agreements\Contracts and Profit & Loss accounts preparation for new clients, filing & maintaining records.
Uploading new customer account opening applications, contracts, trade license & other documents on CRM.
Preparing zero billed outlets report and circulating to the team for improvements in sales for lacking areas. Safety – Ensure 100% compliance at workplace
Joining the Branch Manager on the warehouse safety checks and reporting all findings weekly basis to ensure 100% strict compliance at the site including proper palleting, zero spill offs, ensuring 100% adherence to safety measures by forklift operators.
Ensure all warehouse staff participates during the fire drills and reporting all staff names on the log book/attendance report.
Organizing fire system checks, electrical testing, AC repairs etc. & Report any issues. Administration & Receptionist Related Duties
Monitoring the on-site cleaning team, checking the logbook & highlighting any issues.
Maintain inventory of office supplies and managing new orders on E-procurement subject to Branch manager's approvals.
Responding to any general inquiries including answering telephone calls and ensuring staff, clients and visitors are greeted and directed to the appropriate resource in a friendly courteous manner.
Provide ongoing administrative support to the Sales, Operations team & National Head including calendar management, proposals, presentations & meeting minutes.
Ensuring incoming and outgoing correspondence is distributed accordingly in a timely manner.
Managing inbound and outbound mail and courier deliveries including tracking of mail.
Preparing written correspondence, including writing, formatting, and proofreading a variety of documents.
Scheduling and organizing meetings and appointments as requested.
Preparing all general correspondences, memos, proposals, forms, minutes, staff lists & other documents as directed.
Managing filing systems for all client, personnel and general files, ensuring accuracy, security and confidentiality.
Responsible for preparation of sales teams key performance indicators, using CRM and SAP systems.
Assist the S&O team with vendor payments by validating invoices & communicating with clients regarding any issues.
Maintaining sufficient stationery /office supplies and placing orders for shortages via E-Procurement.
Collaborating with teams who organize special projects, events and seminars.
Coordinating with other administrators on town halls, Leader Alignment Sessions and other significant events.
Preparation of staff Leave Applications for annual leave, sick leave, maternity leave & Leave Resumption forms.
Company Letter confirmations, Bank requirements, Staff Loan applications, Salary Certificate requests, Salary advance request forms, Salary transfer letters are prepared and forwarded to HR upon request from the employees.
Control of general office supplies, kitchen supplies, storage room of supplies by ordering and corresponding with vendors within the pre-approved budget.
Co-ordinating with vendors and receiving stocks for company t-shirts, Caps Office uniforms, badges etc.
Participate in the orientation of new staff by introducing them to all the branch staff and giving an introduction on the operations & office functionality including arrangement of desk space & other facilities.
Ensuring meeting rooms are fully functional prior to any scheduled meeting and assist the meeting organizer to fix the projectors, banners, refreshments & any other support required.
Manage daily facilities requests from staff such as replacement of broken chairs, equipment repairs and Maintain office equipment by completing preventive maintenance, calling for AC repairs and monitoring equipment operation Schedule and coordinate regular disposals and maintain accurate inventory record of assets by completing counts as required.
Point of contact with Supplier for order control and delivery details. Designation – CUSTOMER SERVICE EXECUTIVE (STAFF ID - 2948)
Greet customers warmly and ascertain problem or reason for calling by Liaising with customers to resolve queries/complaints via phone/emails by Identifying and assessing customers’ needs to achieve satisfaction.
Up selling & generating sales leads.
Contributing to team effort by accomplishing related results as needed. ( PJP's /Strike Rate)
Managing a large amount of incoming/outgoing calls.
Providing accurate, valid and complete information by using the right systems.
Meet personal/team sales targets and call handling quotas.
Keep records of customer interactions on CRM system.
Follow call scripts and telephone etiquettes, guidelines and policies related to call centre.
Go the extra mile to assist customers.
Assisting customers with placement/ cancellation of orders, refunds, or exchanges.
Updating system with customer details such as; payment information, new addresses and phone numbers.
Informing customers of ongoing deals and promotions. ABU DHABI COMMERCIAL BANK - Dubai, UAE.
Designation – CUSTOMER SERVICE OFFICER May 2014 - Dec 2016 (2 1/2 Years)
Verifying, analyzing &processing all types of Loans, Credit cards & New Account Opening applications.
Pre-screening of all the applications aligning with Central bank policies & procedures.
100% Detection of fraudulent applications at any level of verification (Pre-screening, CB or CPV) and highlighting to Fraud management Dept.
Review and submit all applications sourced by sales team within the TAT to avoid delays on the application process.
Check credit records of each applicant prior to processing each application using Central bank site, Itqan site and other black listing sites such as EM credit, CBRB and Dow Jones system.
Preparation of the Daily MIS report by EOD and circulating among the management.
Ensuring the error rate is within the permissible limits defined for each banking product.
Maintaining the security and confidentiality of new accounts, security numbers, deposit amounts, access codes, accountnumbers and ensure all customers personal information are kept private and confidential. Designation – CONTACT POINT VERIFICATION OFFICER (Contact Centre) May 2014 - Dec 2016 (2 1/2 Years)
Ensuring that the Contact Point Verification for personal loan, Auto loans, Islamic retail products, business loans and credit card applications are carried out correctly as per the procedures and any exceptions to be highlighted to the operations manager and business units.
Verifying customer's details with the company confirming officer in a polite manner at all times complying with the call centre policies. (both local and overseas)
Confirming customer details only with the authorized officer in HR, accounts, payroll or admin officer to ensure correctness of customer details provided.
Ensuring that the details provided by the customer and the confirming officer are the same and highlight any discrepancies detected.
Encoding details of the customer in the CRM system accurately.
Updating the MIS data base daily.
Maintain database of Retail Credit Facilities in CPV Register.
Carrying out any other tasks given by the Team Leader - Retail Credit Risk.
Coordinating with all the Branch Staff, Managers, SSMs, with regards to customers’ records of employment, business relationship.
STANDARD CHARTERED BANK - Head Office Colombo, Sri Lanka. Designation – CLIENT SERVICE OFFICER FEB 2009 - FEB 2014 (5 Years)
Primary point of contact for external clients for professional advice, enquiries, complaints, resolving of discrepancies and transactional errors.
Providing the highest standard of Client Services in response to client enquiries and complaints, so as to create improved, lasting relationships with clients.
Working with internal stakeholders for service requirements, enquiries, and instructions.
Managing end to end enquiries from Premier Service clients assigned to self and manage the work load while other team members may need assistance on volumes, if necessary.
Involving in the VOC process to understand client's needs, and identify opportunities for improvements in service, product solutions, utilization and optimizing E-channel usage.
Accompanying RM’s as well as premium client RM’s on sales calls & visits to resolve clients operational and service issues.
Preparing, analyzing and obtaining MIS/feedback on all key service standards and constructively improving in all areas e.g. resolution time, call abandon rates, etc.
Ensuring adherence to client identification process to manage departmental operational risks.
Complying with applicable Money Laundering Prevention Procedures and, in particular, report any suspicious activity to the Country Money Laundering Prevention Officer and Line Manager. ACADEMIC QUALIFICATIONS
St. Lawrence's High School - Advanced Level - YEAR 2009 - ENGLISH MEDIUM
Course Study - Information Technology - A /Economics - C /Business Studies - S/Accounting - S
Treasurer of the English Literary Association during the year 2006.
Appointed as the School Games Captain during the year 2007.
Appointed as the Senior Choir Leader during the year 2008. PROFESSIONAL DEVELOPMENTS
Successfully completed the Certificate Level of Basics to Banking Exams which was conducted by Standard Chartered Bank, including 6 subjects and obtained a certificate.
Telephone etiquette - Aloha Training by Standard Chartered Bank. PERSONAL DETAILS
Name : Susanne Gloria Bartholomeusz
Date of Birth : 26 May 1990
Civil Status : Married
Nationality : Sri Lankan
Religion : Catholic
School/Institute : St.Lawrences’s Convent, Galle Rd, Colombo Sri Lanka.
Languages : English, Hindi, Tamil, Sinhalese.
I hereby certify that the particulars furnished by me in this application are true and accurate and that I have not suppressed any essential information.
Susanne Gloria Bartholomeusz