Summary
Overview
Work history
Education
Skills
Personal Details
Certification
Projects
SOFT SKILLS
Timeline
Generic
Melissa Lyna Renjal

Melissa Lyna Renjal

Sharjah,UAE

Summary

Versatile professional with expertise in operating systems, programming languages, and database management, complemented by strong skills in customer experience management and stakeholder engagement. Proficient in data analysis, market analysis, and training facilitation, with a proven ability to handle confidential information and ensure service level agreements are met. Adept at document proofreading, error spotting, and utilizing Adobe Acrobat Professional to deliver high-quality results. Demonstrates intercultural competence and excels in managing customer feedback to drive satisfaction and operational excellence. Committed to leveraging technical proficiency and analytical capabilities to support organizational goals and foster continuous improvement.

Overview

11
11
years of professional experience
4
4
years of post-secondary education
1
1
Certification

Work history

Specialist – Customer Engagement

RAKBANK
12.2022 - 08.2025
  • Review gaps observed through CXP reports and develop solutions for better customer service experience.
  • Liaise with product owners on action points based on customer satisfaction survey feedback, tracking progress and closures to improve scores and performances.
  • Monitor Contact Centre calls, chats, Contact Us mailbox, and tele sales calls, providing the team with appropriate feedback to achieve excellent customer experience.
  • Ensure Mystery Shopping Reports are reviewed and sent to business with scores and areas of improvement.
  • Cascade performance of Mystery Shopped customer-facing channels through quarterly reports and conduct necessary interventions.
  • Handle initiatives received through various customer feedback channels such as surveys and QR codes to improve overall services and performance.
  • Ensure customers who appreciate the bank staff are thanked, and the case background is studied to accolade the staff as RAKBANK stars.
  • Oversee complete operations during manager's vacations, including conducting meetings, creating and presenting new operational ideas with positive results, and finding solutions through innovative ideas.

Bancassurance Product Coordinator

RAKBANK
02.2017 - 12.2022
  • Assist Product Manager in all activities of product function.
  • Formalize Service Level Agreement and Process notes with insurance providers.
  • Update operating procedures for all Life and General Insurance Products.
  • Assist sales with smooth processing of new business and services.
  • Prepare Parameter Change Form for product setup and follow up on implementation.
  • Perform UAT of IDD system.
  • Liaise with providers on various products and processes, assisting in Business Development Management.
  • Vet product brochures and KFD to ensure alignment with agreed product terms.
  • Conduct market competitive comparison of products.
  • Assist in content creation for sales scripts, SMS, and emailers for customer communication.
  • Regularly update product features on the RAKBANK website.
  • Arrange and facilitate training for staff on new and existing products, maintaining training records, including reporting for Central Bank purposes.
  • Maintain records of all product-related files and coordinate with admin to ensure safekeeping of confidential documents.
  • Assist in configuration and upgradation of SFTP VPN.

Bancassurance Retention Coordinator

RAKBANK
04.2016 - 01.2017
  • Check documentation and ensure smooth processing of service requests.
  • Handle customer complaints and queries arising through various channels like Online Banking, Phone Banking, and Branches.
  • Coordinate with providers to resolve customer queries and process policy servicing requests.
  • Contact customers and assist in missed premium debits.
  • Retain customers to avoid revenue leakage.

Customer Service & Relationship Officer

RAKBANK
11.2014 - 03.2016
  • Based in Branch, sales of Life Insurance products of partner Insurance Providers.
  • Build productive customer relationships regarding acquisition, service, and retention, resolve complex issues, and win customer loyalty.
  • Provide services to existing and new-to-bank customers.
  • Conduct market research and analysis to enhance sales practices.
  • Perform financial analysis and solution design.
  • Create a customer database regarding Personal Loans, Auto Loans, SMEs, and Credit Cards to boost revenue and achieve set targets.

Education

Bachelor of Engineering - Computer Science

New Horizon College of Engineering
09.2010 - 06.2014

Skills

  • Operating Systems: Windows 98 VISTA XP, Fedora, Linux
  • Languages: C, C, Java, R Programming
  • Database: SQL
  • Computer Graphics
  • Customer feedback handling
  • Stakeholder engagement
  • Customer experience management
  • Service level agreements
  • Market analysis
  • Data analysis
  • Training facilitation
  • Intercultural competence
  • Document proofreading
  • Adobe acrobat professional
  • Handling confidential information
  • Error spotting

Personal Details

Languages (Read /writing proficiency): English, Hindi, Kannada, Konkani, Tulu

Certification

Google Data Analytics

Projects

Smart Proximity Alert, Location based alerts to-do list an Android application., Allows user to specify a central location of a region, a radius around it and alerts the user when he /she enters the circular region. Uses both network provider and GPS for location-based alerts., Dining Room Simulation, Pictorial view of a dining room implemented using C language with OpenGL interface & presents small pictorial view of a dining room., Includes animation like opening and closing curtains, burning candles.

SOFT SKILLS

  • Excellent written and verbal communication skills.
  • Strong Presentation skills.
  • Good Judgment and Decision making and negotiation skills.

Timeline

Specialist – Customer Engagement

RAKBANK
12.2022 - 08.2025

Bancassurance Product Coordinator

RAKBANK
02.2017 - 12.2022

Bancassurance Retention Coordinator

RAKBANK
04.2016 - 01.2017

Customer Service & Relationship Officer

RAKBANK
11.2014 - 03.2016

Bachelor of Engineering - Computer Science

New Horizon College of Engineering
09.2010 - 06.2014
Melissa Lyna Renjal