DELNAZ DARUWALLA
Dubai,UAE
Summary
Polite and driven professional with strong communication and multitasking skills. Multilingual, flexible and proactive team player poised to deliver impactful results.
Overview
22
22
years of professional experience
4027
4027
years of post-secondary education
Work history
Volunteer Leader
British Girlguiding Overseas
Dubai, UAE
2021.09 - 2022.12
- Plan weekly and monthly activities to enable Brownies to get their Bronze, Silver and Gold badges.
- Ensure safe and smooth delivery of a Brownie weekly meetup.
- To work within the safety guidelines set by the BGO.
- Report in, discuss and help plan special UAE based events like the Camp50, Queens Green Canopy.
- Ensure required forms, identity documents and fees for special events from all the volunteers and Leaders of the Unit is logged into the BGO Central system.
Sr. Officer - Branch
RAK Bank
Dubai, UAE
2005.07 - 2013.07
- Resolved complaints with proactive problem-solving and analysis.
- Maintained excellent client satisfaction by providing in-depth support.
- Resolved customer complaints following guidelines and referred complex inquiries to team leaders.
- Listened actively to offer accurate information and best solution to customer needs.
- Provided professional and helpful support to new and existing staff.
- Exceeded targets by delivering comprehensive and consistent service.
- Applied conflict management to stressed and concerned customers.
- Escalated complex issues quickly to supervisors to avoid lost revenue.
- Advised management of customer service trends, creating proactive strategies to maintain best practices.
Insurance Executive
PRUDENTIAL PROCESS MANAGEMENT SERVICES - INDIA
Mumbai, India
2003.08 - 2005.04
- Built positive customer relationships for optimised branch loyalty.
- Compiled business data for statistical analysis.
- Coordinated team rotas to meet staff strength for a particular shift.
- Trained staff on current regulations and guidelines.
- Facilitated soft skills training, improving communication and interpersonal abilities.
Switchboard Operator
One&Only Royal Mirage
Dubai, UAE
2002.08 - 2003.03
- Manage inbound calls and manage customer expectations.
- Assist reception with coordinating guest requests.
Customer Service Officer
E-Funds International
Dubai, UAE
2001.06 - 2002.02
- Responded to customer queries and provided excellent customer service.
- Meet monthly sales target and boost productivity.
Education
Masters of Commerce - Accounting and Finance
University of Mumbai
Mumbai/ IndiaLevel 5 - English Language
The TEFL Academy
United KingdomSkills
- Calm under pressure
- Problem-solving
- Resourcefulness
- Team building
Timeline
Volunteer Leader
British Girlguiding Overseas
2021.09 - 2022.12
Sr. Officer - Branch
RAK Bank
2005.07 - 2013.07
Insurance Executive
PRUDENTIAL PROCESS MANAGEMENT SERVICES - INDIA
2003.08 - 2005.04
Switchboard Operator
One&Only Royal Mirage
2002.08 - 2003.03
Customer Service Officer
E-Funds International
2001.06 - 2002.02
Masters of Commerce - Accounting and Finance
University of Mumbai
Level 5 - English Language
The TEFL Academy