Shruti Nithin
Abu Dhabi,UAE
Summary
Enthusiastic 10 years of professional experience in the Gulf region has been focused towards customer centric approach , be it Backend / Middle office Operations or Front office Operations. I have had the opportunity to work in financial sector for the first 5 years of my carrer.
And, Now from the last 5 years been working within a customer oriented role with strong history of leading high-performance teams to meet or exceed Objectives for corrosion protection Industry which is one of the leading field-applied coating technologies in the MEASA region. The companies broad product lines service the following major market segments: oil and gas offshore, oil and gas onshore, district heating and cooling, water pipelines, repair and rehabilitation and industrial infrastructure and support. Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver, working effectively and productively with diverse customers and individual needs.
Overview
13
13
years of professional experience
6
6
years of post-secondary education
Work History
Customer service Specialist
SFL Canusa Middle East Pipeline products & Trading
Abu Dhabi, UAE
02.2019 - Current
- Managing and Supervising Customer Service dept. for Middle east region , increased sales revenue by 20%.
- Handling various onshore and offshore oil/gas & water Projects from Order acknowledgement to executing Project orders effectively and delivery of materials within stipulated TAT.
- Planning revenue forecast along with managing, executing and delivering orders well, so team can achieve set revenue for that month.
- Analyze statistics and compile accurate reports.
- Maintain orderly workflow according to priorities.
- Take ownership of customers' issues and follow problems through to resolution.
- Develop service procedures, policies and standards.
- Keep accurate records and document customer service actions and discussions.
- Adhere to and manage approved budget.
- Coordinate with Finance departments on A/R for customer orders processed and prepare credit invoice as and when reversal required.
- Assisted customers with product complaints, logging issues for investigation and providing replacement items.
- Employed active listening and product expertise to successfully resolve inbound queries.
- Maintained excellent client satisfaction by providing in-depth support.
- Adhered strictly to policies and procedures for continued company compliance.
- Recorded and processed customer data accurately.
- Advised customers on availability, pricing and location of products.
- Well versed with ERP systems ( IFS and Tableau ).
Client report servicing (Back office operations)
First Abu Dhabi Bank
Abu Dhabi
04.2014 - 01.2019
- Fund Transfer Internally and externally - For Corporate/Individual Clients using swift messages and vouchers.
- Furnishing daily /weekly/Monthly reports for clients on holding statements, pending transactions.
- Reconciliation and reporting.
- Compiled data to inform and optimise decision-making.
- Processed and documented incoming data and information with precision and attention to detail.
- Coordinating with CRM,IT,Front Desk, Back office & sales for creation of client accounts and daily related work factor.
- Managed communication channels within department to facilitate internal information flow.
Junior Officer, Branch Operations
UAE Exchange
Abu Dhabi
07.2011 - 10.2013
- Performed 'Cash Handling' function- Remittances and payments for Retail and corporate transactions.
- Dealing with FOREX and buying and selling of same.
- Deciding Foreign Currency rates as per availability, in favour of customer and company.
- Scanning customer information for AML purpose as front office associate and funding in cash to banks.
- Opening of Expat Bank accounts Overseas.
- Processing credit card transaction and utility bills.
- Increased Cross selling of other allied products to customers as part of promotion activity.
- Ensure compliance with banks and regulatory requirements to ensure quality ratings.
- Monitored CCTV footage and reported suspicious activity to be addressed by patrol officers.
Education
MBA (Finance & HR) - Business Management
SDM PG Centre For Mgt. Studies & Research
Mangalore / India 06.2009 - 04.2011
BBA - Business Adminstration
SDM College Of Business Mgmt. Mangalore
Mangalore / India 05.2006 - 04.2009
Pre University - Commerce
Canada PU College Mangalore
Mangalore 01.2005 - 04.2006
Skills
- Strong client-facing and communication skills
- Ability to think strategically and to lead
- Advanced troubleshooting
- Customer-oriented view, adaptability and Active listening
- Effective coordination Skills
- Enthusiastic, creative and passionate for detail
- Listening to understand rather than just to reply
- Continuous process improvement
- Time & Team Management
- Well versed with ERP Systems
- Data confidentiality
- Sales forecasting
- Report generation
- Customer retention
- Payment processing
- Tagged customer interactions with appropriate labels for internal tracking purposes
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Languages
English
Proficient (C2)
Hindi
Advanced (C1)
Kannada
Advanced
Malayalam
Upper intermediate
Timeline
Customer service Specialist
SFL Canusa Middle East Pipeline products & Trading
02.2019 - Current
Client report servicing (Back office operations)
First Abu Dhabi Bank
04.2014 - 01.2019
Junior Officer, Branch Operations
UAE Exchange
07.2011 - 10.2013
MBA (Finance & HR) - Business Management
SDM PG Centre For Mgt. Studies & Research
06.2009 - 04.2011
BBA - Business Adminstration
SDM College Of Business Mgmt. Mangalore
05.2006 - 04.2009
Pre University - Commerce
Canada PU College Mangalore
01.2005 - 04.2006
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