Email:EMAIL -adn7m0@r.postjobfree.com

971*********

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george-857a87181

OBJECTIVE

Attain a position that

will enable me to use

my strong

communication,

organizational skills,

multitasking skills

and fast learning

ability along with my

customer service

background for

contributing the best

and increased

customer satisfaction

SKILLS

Good Interpersonal

Relationship skills

Planning &

Organizational

skills

Improving

customer service

experience

Effective

communication,

technical, decision

making and problem-

solving skills

DENISE MARIA GEORGE

CUSTOMER SERVICE/ADMINISTRATION/MIS/ACCOUNTS/HR

EXPERIENCE

CUSTOMER SUPPORT REPRESENTATIVE-EJADAH ASSET MANAGEMENT GROUP

(NOVEMBER-2020-AUGUST 2021)

• Act as an ambassador of the company at all times and attend to customer needs in a professional, friendly and courteous manner

• Ensure that a high level of professional rapport is developed and maintained with all customers

• Improve customer service experience through all platforms like chats, Emails & calls and creating more satisfied customers. Maintain a thorough knowledge of all departments, company products and services so that customers are provided accurate information.

• Ensure all tickets are actioned within SLA so that we comply with service levels given to customer. Selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution

• Contributes to team effort by accomplishing related results as needed and also achieving the set KPI’S of the company

TEAM LEADER- DU TELECOM (GO TALK GENERAL TRADING LLC- CHANNEL PARTNER) (SEPTEMBER 2019-JULY 2020)

• Skilled at setting and meeting productivity goals.

• Specialize in conflict resolution and the timely preparation of operations and productivity rep

• Conducting one on one sessions & team meetings- Provide feedback and coaching to the team requirement

• Monitor the team data to analyze and draw trends- ensuring to meet the team KPIs.

• Provides the correct basic training and knowledge base to enable operating in a clean and saf environment for the team.

• Implementing action plans in case of inconsistent performance and following upon them.

• Reporting on Team performance to management & preparation of MIS Reports ACHIEVMENTS-

• For the Month of September & October team crossed the set target & maintained their performance consistently above 88%.

Email: adn7m0@r.postjobfree.com

971*********

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george-857a87181

ASSISTANT MANAGER •UNIMONI FINANCIAL SERVICES LTD (FORMELY KNOWN AS UAE EXCHANGE LTD) COCHIN, INDIA (JULY 2015 -JUNE 2019) Extensive operations management which gives room for enhanced customer experiences. Skilled at setting and meeting productivity goals. Specialize in conflict resolution and the timely preparation of operations and productivity reports.

• Manages Operation Team of UAE Process for UAE Exchange (NOW UNIMONI FINANCIAL SERVICES LTD)

• Rostering of associates for ensuring optimum staffing levels as per client’s requirements.

• Monitored employee performance and provided one on one coaching. Preparation of staff performance analysis reports.

• Organized entire work place in absence of the Customer Service Manager. Skilled at setting and meeting productivity goals

• Specialize in conflict resolution and the timely preparation of operations and productivity reports.

• Supervising administrative staff and dividing responsibilities to ensure performance.

• Performed regular audits and trend analysis that ensured KPI’S, productivity and quality goals

• Co-ordinate manage & review all the activities of the team for Weekly/Monthly with Clients

• Daily/Weekly/Monthly Team Performance Reports in compliance with Client requirements (UAE Exchange).

• Maintained and promoted an effective open-door policy by developing excellent working relationships with employees, co-workers and senior management.

• Coordinating office activities and operations to secure efficiency and compliance to company policies

RECEPTIONIST/ADMIN EXECUTIVE • EAST WEST ENGINEERING & ELECTRONICS CO, MUMBAI, INDIA• (JULY 2010 –MARCH 2012) Promotion of organization’s values and goals to employees. support other top executives, as well as the owner or organization's board of directors in formulating operational strategies and objectives to ensure the organization meets its goals and operates successfully.

• Induction support to ensure all relevant documentation is provided and documented.

• Preparation and administration of HR documentation to include: leavers, background checking, references, probation etc.

• Provision of reports to Group HR Operations as requested.

• Support annual payroll and HR processes e.g., performance review and audits as required

• Monthly processing of payroll input to include: starters, leavers, sickness absence, overtime, maternity, pension, change of personal details, or any other required input

• Pay slip distribution, processing of payroll letters and preparation of payroll file. 1st line support queries of any pay related queries

• Interfacing with staff at all levels, high-level clients, government officials, and dignitaries, requiring an extremely professional and customer service approach

• Serve as the point of contact for internal and external clients. Efficient and Email: adn7m0@r.postjobfree.com

971*********

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george-857a87181

• courteous in the handling of telephone calls, ensuring clear verbal communication, provide necessary information/guidance to the caller and transfer the call to the relevant person

• Write and distribute email, correspondence memos, letters, faxes and form

• Filing and scanning of relevant documentation; Provide general administration services

• Coordinate office activities and operations to secure efficiency and compliance to company policies

PROCESS LEADER • FIRST SOURCE SOLUTIONS PVT LTD, COCHIN, INDIA• (APRIL 2007–JULY 2009)

Responsible for successfully implementing programs and processes that are foundational to the success of the Customer Support team.

• Lead / Participate in customer performance improvement projects /initiatives

• Formulate effective & credible mechanism to continually enhance, measure, track and report overall performance of engagements

• Assess and track effectiveness of training and adjust as needed

• Document and organize effective training materials, and update materials as needed based on feedback and product/program changes

• Co-ordinate all the activities of the team with the respective Managers (Operations).

• Preparation of all reports as per the needs of our Client (Vodafone).

• To ensure optimum staffing as per standards

• Monitor, assess, motivate & ensure team meets their KPI’S

• Preparation of Payroll for the Team.

• Ensure support for customer complaints/suggestions through calls/emails ACHIEVMENTS-

• Best Team Leader for the Month of April 2008.

• Certified Quality Analyst Certification by Client (Vodafone).

• Certified Train the Trainer Certification by Client (Vodafone). MIS SUPERVISOR- EBEN TELECOM (CLIENT -VODAFONE PVT LTD), COCHIN, INDIA.OCTOBER 2001 –JANUARY 2007).

Employees and Customers Information Management, Data Processing MIS Reporting, Data Analysis

• Maintaining requisite manpower in all departments.

• Managing the workload and production of reports on a timely manner

• To ensure all reports are delivered to schedule with the highest standards of accuracy.

• Develops MIS documentation to allow for smooth operations and easy system maintenance.

• Sound knowledge of MS-Excel & MS Power Point including advanced tools and formulas

(Pivot table & chart, Vlookup & Hlookup, Countif and other financial/nested formulas etc.)

• Preparation of Daily, Monthly, Quarterly MIS Reports and presentations. Email: adn7m0@r.postjobfree.com

971*********

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george-857a87181

• Provide support and maintenance to existing management information systems MIS).

• Co-coordinating all activities as per client requirements (Vodafone) EDUCATION

GRADUATION IN COMMERCE • 3 YEARS • ST: TERESA’S COLLEGE (FULL TIME) M.G. UNIVERSITY.

TECHNICAL QUALIFICATION

ADVANCED DIPLOMA IN NETWORK CENTERED COMPUTING (ANC) FROM NATIONAL INSTITUTE OF INFORMATION TECHNOLOGY (NIIT) (1998-2000) AGGREGATE, FAIR AWARDED IN ANC]

• HAVE EXPERIENCE IN WORKING WITH CAFM/MAXIMO/HRMS/AVAYA ETC

• LANGUAGES KNOWN: C, C++, JAVA, VISUALC++, UNIX

• PACKAGES KNOWN: M.S EXCEL, POWERPOINT, INTERNET, MULTIMEDIA, ACCESS 2000

• OPERATING SYSTEMS: WINDOWS NT, TCP/IP CONCEPTS WINDOWS 98 PROJECTS UNDERTAKEN

• SALES ORDER PROCESSING DONE IN MSACCESS97.

• VIDEO LIBRARY INFORMATION & MANAGEMENT SYSTEM DONE IN C++ & AMP;SYBASE. PERSONAL DETAILS

NATIONALITY: INDIAN.

PASSPORT NO: 1364953.

DOB:08-11-1980

HOBBIES: GARDENING, LISTENING TO MUSIC

LANGUAGES KNOWN: ENGLISH, TAMIL, MALAYALAM &HINDI. ADDRESS: DUBAI SILICON OASIS.

REFERENCE: REFERENCES CAN BE PROVIDED UPON REQUEST. DECLARATION

I HEREBY DECLARE THAT ALL THE ABOVE DETAILS & INFORMATION IS THE BEST OF MY KNOWLEDGE.

DENISE MARIA GEORGE

DATE: 16-08-2021

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