Summary
Overview
Work history
Education
Skills
Languages
Affiliations
Accomplishments
Certification
DECLARATION
Timeline
Generic
Ann Maria Varghese

Ann Maria Varghese

Dubai,UAE

Summary

An experienced and dedicated Customer Service Executive seeking to utilize proven customer service, problem-solving skills, and product knowledge to provide exceptional service to customers and exceed expectations. Committed to optimizing customer engagement and growing loyalty through tailored experiences and thoughtful solutions. Focused on leveraging customer feedback to create improvement strategies that boost customer satisfaction and drive business growth. Also, an experienced Process Associate worked in Investment Banking with our Client Deutsche Bank.

Overview

6
6
years of professional experience
4048
4048
years of post-secondary education
1
1
Certification

Work history

Customer Service Executive

SevenSeas Group
DIP, Dubai, UAE
03.2022 - Current


  • Maintain and develop existing customers to optimise quality of services, business growth, and customer satisfaction.
  • Monitoring daily emails and responding to them promptly.
  • Responsible for handling Request for Quotations (RFQs) within the allocated time, including receiving, creating, and distributing the quote to the client.
  • Ensure each quotation sent to a client is followed up within the agreed time frame to build on customer service activities, and convert the quotation to an order.
  • Processing the order as ETA and ETD, and sending the order number to the Procurement team.
  • Making relevant contacts with clients regarding product availability and other product confirmation, in order to avoid wrong supply.
  • Ensuring all the relevant documents and invoices are mailed to clients as per request.
  • Ensuring all the activities are carried out in accordance with the Company's Quality,Health, Safety & Environment(QHSE),Ethics & Compliance and Food Safety(if applicable)Policies
  • Improved customer satisfaction by addressing and resolving complaints swiftly.
  • Managed difficult situations for positive outcomes.
  • Delivered exceptional service to increase customer loyalty.
  • Assisted in training new staff to ensure consistency in service delivery.
  • Provided accurate information to customers, which resulted in fewer returned orders.
  • Coordinated with other departments for efficient problem resolution.
  • Ensured minimal wait times by prioritising tasks effectively during peak hours.

Process Associate

Tata Consultancy Services
Bangalore, India
05.2018 - 07.2021
  • Improved process efficiency by identifying and resolving bottlenecks.
  • Coordinated with team members to streamline workflows for greater productivity.
  • Accomplished tasks on time, ensuring that deadlines were consistently met.
  • Reviewed and updated operation procedures, enhancing overall productivity.
  • Strong functional knowledge in investment banking operations, with specialised knowledge in FXMM products.
  • Raised productivity through strategic scheduling, and effective time management.
  • Performed the role of Data Analyst by evaluating, and retrieving information from Microsoft Excel.
  • Resolved customer queries through effective communication, providing a step-by-step solution.
  • Allocating the work among the team members, and ensuring the work finishes within the stipulated time.
  • Ensuring frequent meetings between internal teams, and ensuring the smooth functioning of the process.
  • Reviewing and procuring customer details from KYC.
  • Captioning the requests of customer onboarding and offboarding, as per the requirements of the clients.
  • Identifying and reporting errors to the client through emails wherever they occurred.
  • Re-activation of accounts as per client requirements.
  • Maintained high standards of data accuracy for quality assurance purposes.
  • Documented and reported production flaws to quality assurance personnel.
  • Created and maintained production process reports for quality check assessments.

Education

Master of Commerce - Finance and Taxation

Mahatma Gandhi University
Kottayam, India
04.2001 - 02.2019

Bachelor of Commerce - Finance and Taxation

Mahatma Gandhi University
Kottayam, India

Higher Secondary Education - Commerce

Board of Higher Secondary Examination, Government
Alappuzha,India

Skills

  • Data entry efficiency
  • Order processing
  • Customer queries
  • Microsoft Excel database management
  • Microsoft Word
  • Customer engagement and interaction
  • Email management
  • Good team player
  • Excellent verbal and written communication skills
  • Effective time management
  • Continuous Process Improvement (CPI)

Languages

English
Fluent
Malayalam
Native
Hindi
Intermediate

Affiliations

  • Cooking and Experimenting new dishes
  • Gardening
  • Travelling

Accomplishments

    Certification in Tally

    Advanced knowledge in MS Office

Certification

Metamorph : Certificate in BFS domain

BDA : Certificate in Consumer Lending

BDA: Certificate in Banking Frauds

Process: Agile way of Working Foundation

BDA: Certificate in Accounting Fundamentals

BDA: Certificate in Insurance Concepts

DECLARATION

I here by declare that the above mentioned information is correct up to my knowledge and I bear the responsibility for the correctness of the above mentioned particulars.


Ann Maria Varghese

Timeline

Customer Service Executive

SevenSeas Group
03.2022 - Current

Process Associate

Tata Consultancy Services
05.2018 - 07.2021

Master of Commerce - Finance and Taxation

Mahatma Gandhi University
04.2001 - 02.2019

Bachelor of Commerce - Finance and Taxation

Mahatma Gandhi University

Higher Secondary Education - Commerce

Board of Higher Secondary Examination, Government

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