MANALI KADIA
Abu Dhabi,United Arab Emirates
Summary
A leading Business Management Professional, with over a decade of expertise in Client & Customer Engagement, Business & Project Management within the Banking and financial, Healthcare sectors. My background includes fostering relationships with key accounts and ensuring operational success.
Skilled in resolving complex inquiries, promoting financial products, and delivering high-quality service. Proficient in CRM systems and advanced Microsoft Excel for data analysis, reporting, and performance tracking. Recognized for strong communication, problem-solving, and a commitment to customer satisfaction.
Overview
12
12
years of professional experience
2018
2018
years of post-secondary education
Work history
Customer service representative
First Abudhabi Bank
Abudhabi, UAE
07.2024 - Current
- Managed a high volume of inbound 80-90 customer interactions, delivering prompt assistance on banking products, account inquiries, and service-related transactions.
- Delivered accurate, customer-centric support for retail banking operations, including funds transfers, credit card management, loan servicing, and digital/mobile banking troubleshooting.
- Resolved customer concerns and complaints efficiently, ensuring a positive customer experience while maintaining adherence to internal policies and regulatory standards.
- Promoted financial products and services through proactive engagement and tailored cross-selling strategies aligned with customer needs and preferences.
- Maintained precise records of customer interactions using CRM tools, ensuring full compliance with data protection, AML, and KYC requirements set by UAE banking regulations.
- Collaborated with internal departments to escalate and resolve complex technical or account-related issues, maintaining clear communication and timely follow-up.
- Achieved and exceeded key performance metrics including Average Handling Time (AHT) , First Contact Resolution (FCR), Net Promoter Score (NPS), and Customer Satisfaction (CSAT).
- Participated in ongoing training programs focused on product knowledge, customer service excellence, compliance updates, and quality assurance best practices.
Administrative Assistant
Reyada Home Health Care
Abu Dhabi
01.2022 - 12.2023
- Experienced project coordinator adapting at orchestrating project components for seamless execution and success
- Provided compassionate assistance to patients and their families, addressing inquiries, scheduling appointments, and facilitating access to healthcare services.
- Assisted patients with insurance-related inquiries, verifying coverage, explaining benefits and assisting with claims processing to minimize financial barriers to healthcare services.
- Develop and enforce policies Framework and procedures in compliance with healthcare regulations and best practices.
- Manage project logistics with efficiency and attention to detail. Leverage Agile tools like MS Project, CRM to streamline project control processes.
- Consistently deliver high-quality results through efficient project management.
Immigration Customer Consultant
FS Consultancy
Abu Dhabi
07.2020 - 01.2022
- Provided comprehensive assistance to clients navigating the migration process, offering guidance on visa applications, documentation requirements, and immigration procedures.
- Responded promptly to client inquiries via phone, email, and in-person consultations, addressing questions related to visa options, eligibility criteria, and application status updates.
Assistant Manager
ICICI Prudential Life Insurance
03.2015 - 02.2020
- Served as a Project Manager and performed business evaluation, recruitment and manage database of the company
- Involve in forming business strategies and identifying various expansion opportunities for ICICI Bank channel
- Perform team administrative duties including status reporting, team development and performance evaluation
- Develop relations with existing and prospective internal customers to interpret all individual requirements
- Engage in preserving associations internally (peers, repartees) and externally (stakeholders, clients).
Customer Service Executive
ICICI Prudential Life Insurance
03.2015 - 08.2016
- Provided comprehensive assistance to customers with their insurance inquiries, transactions, loan applications, and problem resolution.
- Responded promptly to customer inquiries via phone, email, or in-person, addressing questions related to Policy, transaction history, fees, and general Insurance information.
- Effectively addressed and resolved customer complaints, disputes, or issues related to Policy, ensuring high levels of customer satisfaction and retention.
- Successfully cross-sold and upsold services to customers based on their financial needs and preferences, contributing to increased revenue and customer engagement.
SEF Executive
Medi Transcare Pvt. Ltd. (Johnson & Johnson)
07.2013 - 07.2014
- Performed as a backend support staff in preparing MIS reports and annual business plan (invoicing and retailing)
- Administered vacancy procedures including status coordination with consultant and arranging interviews with new employees
- Monitored appraisal data of field employee and performed evaluation as per requirements of the client
- Oversaw official correspondence and upgraded office filling system whilst resolved queries of field staff regarding I-Safe software.
Education
Master of Science - Computer Application & Information Technology
K.S School of Business Management
Ahmedabad, GujaratBachelor of Science - Computer Application & Information Technology
K.S School of Business Management, Gujarat University
Ahmedabad, Gujarat 04.2009 - 04.2012
Skills
- Client Management
- Effective communication abilities
- Regulatory compliance
- Advance Excel
- Power BI
Accomplishments
- Leveraged advanced Microsoft Excel tools—including PivotTables, complex formulas, and dynamic charts—to create daily performance dashboards and analyze call volume trends, contributing to a 15% increase in team productivity.
- Honored with the Best Assistant Manager Award (2016) at ICICI Prudential for outstanding performance and service excellence.
Languages
English
Hindi
Gujarati
Timeline
Customer service representative
First Abudhabi Bank
07.2024 - Current
Administrative Assistant
Reyada Home Health Care
01.2022 - 12.2023
Immigration Customer Consultant
FS Consultancy
07.2020 - 01.2022
Assistant Manager
ICICI Prudential Life Insurance
03.2015 - 02.2020
Customer Service Executive
ICICI Prudential Life Insurance
03.2015 - 08.2016
SEF Executive
Medi Transcare Pvt. Ltd. (Johnson & Johnson)
07.2013 - 07.2014
Bachelor of Science - Computer Application & Information Technology
K.S School of Business Management, Gujarat University
04.2009 - 04.2012
Master of Science - Computer Application & Information Technology
K.S School of Business Management