Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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MARGARET MASCARENHAS

Dubai

Summary

Versatile customer service manager with over 15 years of experience adept at implementing strategies and tactics to manage customer affairs units effectively. Demonstrated success in handling customer complaints and claims promptly, substantively, and in line with regulatory standards and company objectives. Proficient in motivating teams, assessing compensation levels, and fostering customer loyalty within diverse markets. Dedicated to continuous improvement and adept at identifying opportunities for enhancing customer experiences. A results-oriented leader committed to delivering exceptional service and maximizing customer satisfaction.

Overview

17
17
years of professional experience

Work History

CARGO CUSTOMER AFFAIRS CONTROLLER

EMIRATES
01.2021 - 02.2024
  • Spearheaded the centralization of claims and complaints handling processes, resulting in a remarkable 95% increase in efficiency and slashing claim processing time by 90%
  • Mentored and coached a team of 8 professionals, leading to a notable 50% reduction in claims processing time and a 20% decrease in compliance errors
  • Designed, created, analyzed, and enhanced standardized global Supply Chain KPIs, metrics, reports, and dashboards, optimizing operations across Service, Demand Planning, Supply, and Logistics functions achieving an 80% reduction in the preparation time of the reports.
  • Conducted insightful data analysis, pinpointing trends and offering actionable strategies to drive business growth
  • Streamlined process and re-engineering projects, significantly improving communication flow and enhancing customer experience by 75%
  • Implemented cost-saving measures, identifying inefficiencies and relocating resources to achieve optimal results.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Directed corporate decision-making and planning by monitoring and setting policies and procedures to optimize fiscal performance.

CARGO OFFICER

EMIRATES
01.2007 - 01.2021
  • Conducted in-depth analysis of cargo route trends and customer base dynamics, providing valuable insights for senior management decision-making
  • Developed, simplified, and managed the company's forecast generation system, ensuring precise demand forecasting and alignment with business objectives
  • Investigated and resolved over 40,000 claim cases with an impressive 80% settlement rate within 30 days, mitigating financial losses and enhancing customer satisfaction
  • Formulated strategic place and supported tactical initiatives to execute cost saving and recover over AED 1 million from Ground Handling Agents (GHA) and Ramp Handling Agents over the past 3 years, optimizing financial resources and bolstering revenue streams
  • Optimized customer communication channels, resulting in a notable 20% decrease in response time and a significant 15% increase in overall customer satisfaction levels.
  • Resolved any customer inquiries or complaints to restore satisfaction.
  • Maintained compliance with industry regulations, avoiding potential fines or penalties related to improper handling or documentation of cargo items.

Education

Bachelor of Business Administration - Business Administration

Mumbai University
India
06.1993

Skills

  • Complaint Resolution
  • Sales Techniques
  • Multichannel Communication
  • Performance Metrics Tracking
  • Feedback Analysis
  • Process Optimization
  • Market Research
  • Time Management
  • Customer Feedback Tools
  • Data Analysis
  • Presentation Skills
  • Power BI
  • Cross-functional Collaboration
  • Communication Skills
  • Problem-solving Skills
  • Adaptability
  • Relationship-building
  • Attention to Detail
  • Flexibility
  • Conflict Resolution
  • Leadership Skills
  • Salesforce
  • MS Office

Accomplishments

  • Developed and spearheaded the establishment of the claims department at Emirates Sky Cargo. Crafted comprehensive process workflows to streamline the handling of claims, service recovery procedures, customs fines, and customer complaints.
  • NAJM Award: Exemplary work ethic with the Insurance department.
  • NAJM Silver Award (x3): Recognized for leadership and excellence in various projects and service issues.
  • Certified in IATA Cargo Law and Convention.


Timeline

CARGO CUSTOMER AFFAIRS CONTROLLER

EMIRATES
01.2021 - 02.2024

CARGO OFFICER

EMIRATES
01.2007 - 01.2021

Bachelor of Business Administration - Business Administration

Mumbai University

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MARGARET MASCARENHAS