Suzan Fernandes Email & Phone Number

United Arab Emirates

United Arab Emirates

United Arab Emirates

Dubai, United Arab Emirates

Key Responsibilities: •First point of contact for internal and external Stakeholders, Collaborate and create a healthy working environment with stakeholders to help achieve organizational goals. •Promote an Innovation, Automation and Design led culture. Provide strategic direction to ensure there is a focused approach towards speed of delivery and performance Improvement leading to world class customer solutions and delivery. •Actively participate in process improvement by identifying process bottlenecks and formulating strategies to maximize customer satisfaction; improvise the Contact Centre technology (IVR & CRM) to enhance customer experience. •Drive Customer Channel Migration from Contact Centre to Low-Cost channels •Embed a risk management culture within the organization reflecting Emirates NBD’s Values and Purpose •Create a Trusted and a Secure environment for clients and colleagues. Ensure a robust, controlled and stable operating Platform including planning for contingency and recovery. •Manage costs as per budgeted guidelines and achieve Gross margins.•Scan, identify and capitalize on business growth opportunities, promote the company products, provide clients with product information to secure more business and gather new contacts from existing client-base.•Create an environment that promotes great performance and positive morale; motivate subordinates, encourage employee engagement, and train a high performing managerial team.

Key Responsibilities: •Serve as a point of escalation supporting agents with additional assistance for dealing with specific customer issues and requirements.•Monitor and measure the quality of customer communication including inbound and outbound calls, e-mails and other written communication ensuring adherence to approved standards.•Conduct regular quality and performance evaluations of call centre agents, identify training needs and coordinate with the Learning & Development team to deliver training solutions to achieve lead time, cost, and productivity standards of the call centre.•Assist in interviewing, recruiting, training, performance evaluation, promotions and employee engagement activities. •Drive Service to Sales within the teams to maximise and achieve stretch targets. •Develop and Maintain Service level Agreements (SLA) as per guidelines

Dubai, United Arab Emirates

Key Responsibilities: •Worked closely with business units in identifying their training needs, developed, and implemented training plans, reviewed, and revised curriculums based on emerging business challenges.•Deliver a comprehensive range of soft skills training programs to personnel across all levels in the organization.•Collaborate with the senior leadership in identifying key areas for developing skills and competencies to enhance the overall performance and quality of service.•Design course modules covering various key soft skills, prepare all course collaterals and deliver scheduled training to various categories of employees.•Evaluate the effectiveness of various training programs by analysing feedback from departmental managers as well as trainees to implement appropriate improvement plans.•Administer the allotted learning and development budget, allocating resources for an optimum mix of training interventions to maximize training outcomes.

Dubai, United Arab Emirates

Key Responsibilities: •Designed and delivered training programs covering topics in management, career, and professional development to improve communications, enhance teamwork and increase productivity and job satisfaction.•Developed curriculum, created, and produced training materials including handbooks and workbooks maintaining high standards in content and presentation.•Managed all stages of delivery of programs including finalization of schedules and nomination of training, coordinating venue arrangement, conducting of sessions, and gathering of feedback for evaluation and improvement.•Liaised and interfaced with senior management teams of client organizations to map their critical training and development needs, propose appropriate interventions, and finalize learning and development contracts.•Participated in studying and analysing latest trends and management practices for identifying and incorporating best practices in the company’s training modules. •Managed the delivery of a portfolio of training programs to personnel across all levels of client organizations to deliver agreed training outcomes.

Dubai, United Arab Emirates

Key Responsibilities: •Measured the quality scores of the representatives with respect to Product & Process Knowledge, and soft skills and providing timely feedback.•Provided inputs to Operations to enhance Process and Customer experience.

Dubai, United Arab Emirates

Key Responsibilities: •Provided excellent customer service in most of the Queues like Emirates Bank Itl, Network International, Bank net, Priority Banking.

Mumbai, Maharashtra, India

Mumbai, Maharashtra, India