Alena Mascarenhas
Summary
Having worked for a local bank in the Dubai with 11 years of experience, I am an all rounder being a part of several departments within the bank such as senior customer service representative - inbound, senior support analyst - business strategy & department administrator/office manager - retail distribution. Coordinating with several internal and external vendors to keep all staffing matters and technical issues in control. I am well versed in, Siebel CRM, Dialer System, Empower, having said that, also arranging official award ceremonies for quarterly staff events and more were one of my key responsibilities.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
3
3
Languages
Work History
Office Administrator - Retail Distribution
Emirates NBD Head Office & Main Office Branch
04.2019 - 06.2023
- Applied advanced administrative and analytical skills in overseeing day-to-day operational activities.
- Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
- Organized, facilitated and participated in community service efforts.
- Facilitated office productivity, coordinating personnel schedules, quality assurance and procedural improvements.
- Scheduled conference rooms, prepared agendas, and maintained calendars to prepare for meetings and events.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Maintained coordination with third party vendors such as Transguard group, NCR Corporation for ATM/CDM installations and cash replenishments at various location all over UAE
Senior Support Analyst - Business Strategy
Emirates NBD
04.2015 - 04.2019
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Used CRM Oracle/ Siebel & Dialer Monitor to create and updated tracking documents.
- Troubleshot hardware, software and network issues to identify and rectify discrepancies.
- Provided feedback to product development and engineering teams on customer needs and issues for enhancements.
- Communicated with internal clients to verify roots and causes of computer problems.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Configured and tested new software and hardware.
- Generated reports to track performance and analyze trends.
- Created user accounts and assigned permissions.
- Configured hardware, devices, and software to set up work stations for employees.
Senior Customer Service Representative - Inbound
Emirates NBD
10.2012 - 04.2015
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Escalated issues to proper supervisors when standard processes were not effective.
- Resolved concerns with products or services to help with retention and drive sales.
- Engaged clients over phone to answer questions and address complaints.
- Informed customers of product, price and policy changes to educate on issues and resolve concerns.
- Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns.
Education
Associate of Arts -
Trinity College For Women
Karachi 04.2006 - 05.2008
High School Diploma -
Our Lady Of Fatima School
Karachi 04.2004 - 05.2006
Skills
Inbound phone call handling
Project Management
Administrative support
Expense Reporting
Accomplishments
- I have been a part of the Expo 2020 Dubai team to install ATM/CDMS/FX Machines on site during installation and removal of machines while coordinating with all third party vendors.
- Successfully organized multiple office events, award ceremony and entertainment programs for over 100 staff members, during various occasions.
- Received a10 years service award at EmiratesNBD Bank & 8 GEM awards for outstanding performances and achievements.
Timeline
Office Administrator - Retail Distribution
Emirates NBD Head Office & Main Office Branch
04.2019 - 06.2023
Senior Support Analyst - Business Strategy
Emirates NBD
04.2015 - 04.2019
Senior Customer Service Representative - Inbound
Emirates NBD
10.2012 - 04.2015
Associate of Arts -
Trinity College For Women
04.2006 - 05.2008
High School Diploma -
Our Lady Of Fatima School
04.2004 - 05.2006