Marie Jenyfer Melonie Lareine
Dubai
Summary
Genuinely passionate about serving others, bringing a warm and engaging communication style in both English and French. Enhances customer experiences through active listening and thoughtful problem-solving, offering tailored solutions that build loyalty. Dedicated to creating lasting customer satisfaction with a personal touch, excelling in identifying and seizing sales opportunities. A positive team player known for establishing genuine rapport with clients and uplifting others. Extensive experience in customer service, sales, and relationship management, driven by a heartfelt commitment to making a meaningful difference in people's lives. Resourceful in managing high volumes of communication across various channels, addressing inquiries and complaints with courtesy and proficiency. Skilled in upselling and promoting products to enhance customer value and boosting revenue, with a proven track record in the aviation and banking industry. Excels at multitasking and navigating priorities to meet and exceed organizational goals. Eager to bring enthusiasm, passion and dedication to a team that values compassion and impactful service.
Overview
11
11
years of professional experience
Work History
Customer Sales and Service Agent
Emirates Group
08.2022 - Current
- Responded to approximately 70 customer calls daily, addressing inquiries, requests, and complaints with a high level of efficiency and professionalism.
- Transitioned to the multimedia team in November 2023 and handle between 80 to over 100 chats daily.
- Leverage bilingual proficiency in English and French to assist customers with bookings, cancellations, and travel-related inquiries. Skillfully resolve customer concerns, delivering tailored solutions that exceeds expectations and ensure customer satisfaction.
- Actively sell and issue tickets tailored to customer needs while promoting Emirates products, including ancillaries, to enhance travel experiences and significantly contribute to revenue growth.
- Implement effective sales strategies to upsell products, boosting revenue for the team.
- Recognized for achieving the best revenue in a day and awarded for being the best seller in a week.
- Deliver exceptional customer service by leveraging extensive product and service knowledge, creating welcoming experiences, ensuring passenger satisfaction, and adhering to company protocols.
- Work flexible hours across night, weekend, and holiday shifts to ensure 24/7 customer support and maintain a high level of service.
Customer Service Support
Mauritius Commercial Bank
12.2017 - 08.2022
- Managed face-to-face relationships with over 1,000 high net worth clients annually, achieving a client satisfaction rate of 95%.
- Exceptional, fast and friendly service delivery ensuring high-quality interactions led to a significant number of customers specifically requesting my assistance, increasing personal clientele by 60%.
- In addition to face-to-face interactions, handled a high volume of customer inquiries, requests, and complaints via phone calls and emails, maintaining a high standard of professionalism and a friendly approach.
- Ensured prompt resolution by collaborating with relevant departments and utilizing effective communication strategies.
- Contributed to a high client retention rate and referrals, enhancing overall client satisfaction and loyalty through consistent follow-ups and meaningful interactions.
- Executed high-value transactions exceeding $10 million, maintaining accuracy and compliance with banking regulations.
- Educated customers about available services, products, and bank resources to enhance their understanding and optimize their banking experience. Provided comprehensive information tailored to individual client needs.
- Stayed current on banking products, services, and regulations to continue delivering top-notch service and support, ensuring clients received accurate and up-to-date information.
- Worked well in a team setting, providing support and guidance to colleagues, contributing to a collaborative and high-performing work environment.
Transfer Section Support
Mauritius Commercial Bank
10.2017 - 12.2017
- Validated approximately 80 telegraphic transfers (TT) daily, ensuring accuracy in captured information for transactions to local and overseas banks.
- Reviewed transaction details meticulously to eliminate errors and guarantee seamless processing of transfers.
- Completed the validation chain for fund transfers, ensuring accurate input of information for timely delivery to beneficiaries' banks both locally and internationally.
- Managed time efficiently to complete all tasks within deadlines.
Transfer Section Clerk
Mauritius Commercial Bank
10.2014 - 09.2017
- Captured information on the banking system as per customer's request to send over 100 transfers to local and overseas banks daily.
- Paid meticulous attention to details to ensure accuracy in data capture, preventing errors that could affect beneficiaries.
- Managed time efficiently to complete all tasks within deadlines.
- Processed a wide variety of retail banking transactions for both personal and global customers.
Credit Card Sales Representative
Mauritius Commercial Bank
04.2013 - 09.2014
- Achieved daily goal of selling 10 credit cards, including MasterCard, Visa, and American Express.
- Generated new sales leads to achieve and exceed monthly sales goals.
- Informed customers of promotions to increase sales productivity and volume.
- Marketed the first mobile banking application in Mauritius introduced by the MCB - MCB Juice.
Telemarketing Agent
Euro CRM
12.2010 - 12.2010
- Pitched products and services to potential customers in France, securing new deals and sales opportunities through approximately 50 outbound telephone calls daily
- Leveraged strong communication skills in French to enhance customer engagement and sales performance.
Education
Studying Strategic Intervention
Certified Wealth Practitioner -
2021
General Certificate of Education ‘A’ level by Cambridge -
2012
Skills
- Dynamic and Positive
- Passionate and Empathetic
- High Standard of Customer Service
- Customer Focused
- Solution Oriented
- Flexible and Reliable
- Product and Service Sales
- Attention to Detail
- Multitasking Abilities
- Excellent Communication
Additional Information
- AWARDS , 2012 Certificate of The Associated Board of the Royal Schools of Music Grade 5 Violin Practical with mention Pass
Timeline
Customer Sales and Service Agent - Emirates Group
08.2022 - Current
Customer Service Support - Mauritius Commercial Bank
12.2017 - 08.2022
Transfer Section Support - Mauritius Commercial Bank
10.2017 - 12.2017
Transfer Section Clerk - Mauritius Commercial Bank
10.2014 - 09.2017
Credit Card Sales Representative - Mauritius Commercial Bank
04.2013 - 09.2014
Telemarketing Agent - Euro CRM
12.2010 - 12.2010
Robbins-Madanes Training - , Studying Strategic Intervention
MCB Institute of Finance Ltd - RBA International - Certified Wealth Practitioner,
Sodnac State Secondary School - General Certificate of Education ‘A’ level by Cambridge,
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