Shirley Lucas
Dubai
Summary
A Detail-oriented, organized and meticulous individual, with over 19 years of experience in Card Operations for Issuing and Acquiring Reconciliation, Chargeback, Insurance & Customer Service. Highly organized & dedicated with a positive attitude, able to set effective priorities and handle multiple assignments under high pressure within tight deadlines. A fast-learning and self-motivated individual; a leader and a follower, with the ability to work with, and at all levels towards solutions. Adapt easily to new concepts and responsibilities. Special skills lie in the ability to think long-term, formulate organizational goals and policies with the perfect balance of passion for people and the maturity to deal with them & an enthusiastic team player ready to contribute to company success.
Overview
20
20
years of professional experience
Work History
Financial Support - Card Center
Abu Dhabi Commercial Bank Dubai
10.2010 - Current
- Responsible for Central Bank POS system Project that has been implemented in June 2023 basis of inputs and expertise provided.
- Responsible for Acquiring Merchant Settlement, Reconciliation processing and solutioning for bank
- Manage UAE switch Reconciliation & Dispute Processing and Perform daily/monthly reconciliation and settlements for UAE Switch Debit cards transactions, UAE Switch local and international settlement and daily reconciliation of various accounts
- Investigate and process Debit cards chargebacks Reconciliation and accounting of daily interchange settlement received from Visa/Master card International and ATM Switch settlement
- Vendors Payments Rewards Allocation & Reversals To prepare and submit reports for related GL accounts
- Ensure timely Settlement of Card transactions Responsibilities for card suspense accounts (to be cleared daily) and balance incoming and outgoing transaction reports against settlement values received from associations
- Employ teamwork skills by supporting work of others and acting as vocal and engaged team member while positively and confidently delivering solutions and solving problem
- Department SPOC to organize and arrange various onsite and offsite events
- Supported Emirates Digital Wallet process from initial stage till deployment for both Issuing and Acquiring
- Coordinating with business and vendors to validate various parameters for Merchant Onboarding
- Coordinating with various units in order to ensure required documents are provided as per check list for required process
- Insurance & Settlements - Credit Control & Loss Containment Support
Associate-Credit Control &Loss Containment Support
Royal Bank OF Scotland
08.2007 - 09.2010
- Required to process insurance claims
- Vet documents received for Insurance claims
- Validate and maintain Essential Data regarding all financial settlements, which was used to review Net Profit / Loss ratio for Bank
- Prepare Debt Settlement Report
- Resolving of Service Quality issues and Escalations regarding any Administrative process
- All back end activities from Credit card / Loan account being settled with necessary approvals from Management to issuing of Clearance letter
Communication Coach
Wipro BPO
08.2004 - 08.2007
- Monitoring calls and coaching associates to enhance their communication skills
- Conducting call type refreshers
- Preparing training modules as required
- Identifying outliers and coaching them
- Facilitated process improvement by suggesting various process enhancement measures
- Proficiently conducted training on various aspects and functionalities of business
- Demonstrated skills in assisting in planning and implementation of policies and procedures
- Arranged reports for performance management for Department
Sr. Customer Service Representative
EFunds International Pvt. Ltd
07.2003 - 07.2004
Education
Diploma - Project Management
International Business Management Institute
Berlin - Germany2022
High School Diploma -
International Business Management Institute
Berlin - Germany2021
Bachelor of Commerce - Banking & FInance
ISDC
India06.2003
Skills
Problem Solving & trouble shooting
- Operations Management
- Time Management
- Work Coordination
- Control Optimization
- Process Improvement Initiatives
- Reconciling Accounts
- Report Compiling
- Financial Data Analyzation
- Critical Thinking
- Automation Support
- Petty Cash Disbursement
- Effective Project Completion
- Operational Improvements
Accomplishments
ADCB
- CEO Award
- GBS ITMAM CBG OPS Award: Card Centre, ATM services and Central Cash Operations
- Monthly Spot Awards for Outstanding performance and Contributions
Wipro BPO
- Awarded Employee of the Quarter (12/2006)
- Best Performance in terms of customer service & problem solving skill
- Awarded with Appreciations certificates (01/2005 - 06/2006)
- Excellent Customer Service Skills in recognition of excellent e ort and performance towards developing customer satisfaction while adhering to the company policies and procedure
Languages
English
Bilingual or Proficient (C2)
Hindi
Upper intermediate (B2)
Timeline
Financial Support - Card Center
Abu Dhabi Commercial Bank Dubai
10.2010 - Current
Associate-Credit Control &Loss Containment Support
Royal Bank OF Scotland
08.2007 - 09.2010
Communication Coach
Wipro BPO
08.2004 - 08.2007
Sr. Customer Service Representative
EFunds International Pvt. Ltd
07.2003 - 07.2004
Diploma - Project Management
International Business Management Institute
High School Diploma -
International Business Management Institute
Bachelor of Commerce - Banking & FInance
ISDC
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