Operations Officer

BLAISE P BARRETTO

Mobile: 050-******* ~ E-Mail: adg9dv@r.postjobfree.com

In pursuit of career enhancing opportunities in the field of:

~ Administration/Operations ~ Customer Experience ~ Campaign Management

PROFESSIONAL OVERVIEW

A dynamic professional with 25 years of valuable experience. Scope of excellence entails:

- Administration & Operations - Customer Complaint Management - Data Analysis

- Report (MI) Generation - Post Implementation Review - Campaign Management

Handled the various aspects of Administration/Operations pertaining to finance-procurement, health & safety, facilities management, staff/student transportation and employee management.

Maintained excellent relationships with suppliers and timely responding to emails with the payment status.

Associated with HSBC Bank Middle East, Dubai working in different roles such as Customer Complaint officer, Business Intelligence Assistant Analyst, Business Intelligence Officer, Assistant Data Analyst, etc.

Been a Lead Fire Marshall for over 15 years.

CAREER RECITAL

Since Sept’94 HSBC Bank Middle East, Dubai, UAE

Growth Path:

1992 - 1994 Office Administrator

1994 - 2000 Administrative Clerk

2000 - 2002 Administration Officer

2002 – 2007 Assistant Data Analyst

2007 – 2009 BI Officer, Campaign Management Strategy

2009 - 2013 BI Assistant Analyst, Customer Value Management

2013 - 2015 Customer Complaints Officer, UAE Customer Experience

2016 – 2020 Assistant Manager, School Operations

Key Highlights:

As Assistant Manager, School Operations

Instrumental in handling:

oManaged the school purchasing processes with accuracy and diligence ensuring that they are in line with the company procurement policies.

oMaintain excellent relationships with suppliers and timely responding to emails with the payment status.

oLiaise with procurement team to consolidate all annual maintenance contracts and maintain the expected quality from all suppliers.

oCreated a strong working relationship with all academic/admin staff and have been the main point of contact for operational matters.

Coordinate the school’s transportation requirements to ensure that all students and employees are transported to and from the school in a safe and effective manner. Supervise the STS school representative and transport foreman to ensure the provision of a high level of service to parents.

Supervise the day to day operations of the allocated support staff accommodation facility ensuring that residents’ welfare is maintained at all times and that all legal, HSE and related policies are adhered to thereby providing a safe and secure environment for the residents.

Receive all repair and maintenance requests from staff relating to the school building, staff housing and campus facilities in general. Prioritize and coordinate work schedules to a high level of efficiency and customer satisfaction.

Assisted the school admin team in improving the adherence to the GEMS school policies on procurement. Advise disposal / condemnation of old / unused assets in a timely manner and in line with the assets disposal policy, and encourage procurement automation system and support to implement the system in GEMS at the earliest possible.

Ensured that all conductors complete their trainings timely and encouraged them to raise incident reports promptly. Also training them with regards to child safeguarding and effectively liaising with staff about behavioral and competency issues.

As Customer Complaints Officer

Instrumental in handling:

Development of MI/ reports and monitoring of Complaints KPI trends regularly.

Reviewing whether complaints were accurately logged in by the frontline.

Complaint Categorization based on the problem reported in the complaint logged

Worked on some of the key Reports mentioned as under:

UAE Complaints MI

UAE EXCO Report

UAE Steerco Report

As Business Intelligence, Assistant Analyst

Instrumental in handling:

Development of MI/ reports and monitoring of KPI trends basis perform analysis.

End-to-end campaign management entailing criteria for customer selection, final list generation, uploading of the list onto dialer and CRMS systems.

Weekly response analysis report during the campaign submitted to the business.

Comprehensive post implementation review (PIR) of various campaigns.

Worked on some of the key campaigns mentioned as under:

Salary Transfer Campaigns

Upgrading Status/Personal Banking customers to Premier proposition

New to Bank and New to PIB channel campaigns (monthly)

Staff upgrade to Advance proposition

Monoline card only customers to relationship customers

Communicating through EDM to customers on phishing

Communicating through SMS and EDM to customers when opening new CSU and during an outage.

Conducted the following analysis:

oPFS customers profiling for Jordan:

Helped in understanding drivers of profitability and difference in performance of different customer segments.

oPremier customer profiling for UAE:

Helped in allocating higher premier customers to more experienced Relationship Managers.

oResponse analysis of all the campaigns were done to evaluate the campaign success.

Supported the business with multiple adhoc queries.

As Business Intelligence Officer

Successfully handled end-to-end campaign management involving customer selection, final list generation, weekly response analysis, etc.

Led the complete scope of Wealth Management (Investment and Insurance).

Handled comprehensive post implementation review (PIR) of various campaigns.

Spearheaded few campaigns mentioned as under:

Investment Campaigns

Personal Accident and Home Comfort insurance campaigns (monthly)

Communicating through EDM to customers on phishing.

Communicating through SMS and EDM to customers when opening new CSU and during an outage.

Few of the response analysis done are listed below:

Analysis for investment campaigns were carried out various countries.

Response analysis of all the campaigns was done to evaluate the campaign success.

As Assistant Data Analyst

Developed and process queries through BrioQuery. Generated/ consolidated HUB reports and analyzed data using advanced statistical software such as SPSS to support information needs of MEM PLD, MEM MKT, MEM DBS, UAE PFS & each HBME Area PFS.

Worked on:

Cross Sell Ratio Report:

Customer Level Acquisition/ Attrition Report:

Product Level Attrition Report:

CRMS Sales Activity Report:

Segment MI Report:

Loans Portfolio MI:

End Users of the Above Reports:

Data Completeness Report:

Loans & Delinquency Reports:

Insurance Premium Report:

Loans Sales Tracker Report:

Supported the business by developing, generating & analyzing other adhoc queries.

Ensured that all database analysis/ query results are documented to institutionalise learnings by clearly documenting the query criteria, data and key findings.

As Administration Officer

Perform general office duties such as ordering supplies, maintaining records management systems, and performing basic bookkeeping work.

Liaise with other departments for enquiries and problem solving.

Investigations into errors and discrepancies with departments.

Undertake special projects as when requested by Marketing Managers to handle the entire customer direct mailers.

Build and maintain positive and effective relationships with appropriate external parties.

Dispatching various marketing materials/promotional items to different branches as instructed by the Marketing/Product Managers.

To maintain the Marketing department’s shared electronic drive and electronic and paper filing systems.

To circulate creative materials to internal stakeholders gaining necessary feedback and approvals.

To support the Marketing Managers in the preparation of presentations.

To hold and maintain a competitor and current affairs information file for the department, collating and circulating key facts relevant to the Marketing Manager’s activities from the external environment.

Regularly carrying out mystery shopping activity calling different banks to acquire different rate of interests.

File and retrieve department documents, records, and reports.

Create, control, and monitor all administrative requirements of other departments.

As Administrative Clerk

Handling the marketing promotional item. Regularly carrying out the inventory of the stocks.

Dispatching various marketing materials to different branches as instructed by the Marketing/Product Managers.

File and retrieve department documents, records, and reports.

Newspaper cutting. (Circulating news related to financial matters and advertisement of HSBC and competitors within the department.).

Coordinating the direct mailers of the marketing department especially when the task was entrusted to the third party.

Dispatching various marketing materials to various clients.

Provides historical reference by developing and utilizing filing and retrieval systems.

Perform general office duties such as ordering supplies, maintaining records, management systems, and performing basic bookkeeping work.

Open, sort, and distribute incoming correspondence, including faxes and email.

Create, control, and monitor all administrative requirements of other departments.

Maintain stationary supplies and coordinating deliveries.

Various other Administrative tasks assigned by Marketing Managers.

SCHOLASTICS

Bachelor of Commerce 2001, Delhi University.

Certificate Course in Fundamentals of Computers from Kishanchand College.

Conversant with:

Been a Lead Fire Marshal for around 15 years.

Analytical tools such as SAS Enterprise Guide, Statistical Products and Service Solution (SPSS) and Brio Enterprise.

Working Expereince with applications such as MS Excel, Word and PowerPoint.

IOSH (Health & Safety Training)

TSI Quality Services Person-In-Charge Training (FAQ Level 3 Award in Supervising Food Safety in Catering)

PERSONAL DOSSIER

Date of Birth : 28th September 1969

Nationality : Portuguese

Language Proficiency : English and Hindi

Contact Details : 050*******

Driving License : Valid UAE Driver’s License

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