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.
• 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.
• 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

• 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.
• 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.

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.

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.

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