Customer Service Representative

Reela Monica Barboza

Mobile : +971-**-***-****

E-Mail: *******.*****@*****.***

An experienced and motivated professional, with a strong and varied track record working in both customer facing and administrative roles, in a multi-cultural environment. Personal Details

Nationality: Indian.

Religion: Roman Catholic.

Marital Status: Single.

Date of Birth: 2nd May 1983.

Place of Birth: Kuwait.

Sex: Female.

Height: 165 cm.

Weight: 60 Kg.

Languages Spoken Fluently: English, Hindi, Konkani, and Kannada. Education & Qualifications

• 1990 to 1999, Indian Higher Secondary Certification from S.N.G.E.M. School, Mulky, Mangalore, India.

• 1999 to 2001, Indian Secondary Certification from Vijaya College, Mulky, Mangalore, India.

• Basic course in Microsoft Word and Excel.

Employment

May 2021 to till date

Company: First Abu Dhabi Bank

Position: Customer Service Representative

Responsibilities:

Provide excellent customer service by attending to incoming calls within the quality guidelines

Handling and resolving customer complaints to customer satisfaction within the defined authority limits and to escalate as per process

Recommend potential products or services to management by collecting customer information and analyzing customer needs

Ensure quality of inbound / outbound calls by achieving set targets in terms of service standards and customer satisfaction scores

Contribute to the business by generating new prospects/Leads and upselling for all types of FAB products

Maintains customer records by updating customer history through service requests/complaints and Notes

Maintain confidentiality of the bank’s customers and data Ensure the business meets its obligations under the Bank’s Policies and Standards and under local laws/regulations

Attend to special tasks assigned by team leader and Managers Demonstrate flexibility in adhering to your planned/scheduled shifts and on call/ unplanned shifts due to the floor situation for achieving all defined Service Level and Abandoned rates

Ensure self-punctuality, adherence of policies & procedures and discipline to the Centre May 2013 to November 2020.

Company: Etihad Airways, Abu Dhabi, U.A.E.

Position: First & Business Class Cabin Crew.

Responsibilities:

• Ensure passengers safety in accordance with procedures.

• Supervise and provide leadership to junior colleagues.

• Provide exceptional service to high value customers.

• Look after the needs of children, elderly and disabled passengers. July 2006 to May 2013.

Company: Jazeera Airways, Kuwait.

Position: Cabin Crew.

Responsibilities:

• Ensure passengers safety in accordance with procedures.

• Provide exceptional service to customers.

• Look after the needs of children, elderly and disabled passengers. June 2003 to June 2006.

Company: Al Khalid Group of Company, Kuwait.

Position: Data Operator.

Responsibilities:

• Company correspondence.

• Meeting and greeting visitors.

• Managing telephone calls.

• Keeping records of incoming and outgoing faxes, as well as e-mails.

• Filing and maintaining records of all business-critical documents.

• Bookkeeping and daily accounts.

• Preparing and handling the monthly payroll.

• Issuance of cheques to shipping companies.

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