Taniya Snuwer Mohamed Rijaz
Ajman
Summary
Driven Customer Service with experience as primary point of escalation for high-level client questions, needs, wants and complaints. Passionate about delivering superior interactions with customers by hearing issues, requirements and requests to provide first-class customized solutions. Dedicated to identifying trends by analyzing customer records, purchases, inquiries and complaints to develop rapid solutions.
Overview
5
5
years of professional experience
Work History
Customer Service Executive
HSBC Bank
01.2021 - Current
- Increased efficiency and team productivity by promoting operational best practices.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Exhibited high energy and professionalism when dealing with UK clients and staff.
- Supporting for clients CDD completion.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Daily preparation of the SLA report of the Accounts opening Queues to the Higher management.
- preparation of the Audit reports of the new comers using MS word and Excel.
- Supporting to achieve the daily targets.
- Handling the UK customers enquiries via outlook and over the phone.
Data Processing Executive/Senior KYC Analyst
HSBC Bank
01.2020 - 06.2020
- Supported KYC processes for prospective and existing customers.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Proven ability to develop and implement creative solutions to complex problems.
- Entered and checked customer data regarding FATCA , CRS for HK clients using IREG systems.
- Compiled Tax information for HK clients.
- Learned and adapted quickly to new technology and software applications.
Receptionist Administrator
LOLC Finance Leasing Company
03.2019 - 08.2019
- Assisted in the planning and execution of company events for improved employee morale and client relations.
- Enhanced customer satisfaction by efficiently managing incoming calls and directing them to appropriate departments.
- Handled complaints and questions, and re-directed calls to other team members.
- Answered incoming calls, directing clients to individuals addressing specific needs.
- Scheduled meetings and arrange meeting rooms.
Education
Bachelor of Science - Business Management And Studies
01.2025
Advance Diploma - Human Resources Management
10.2022
Higher Diploma - 2 Yrs. - Business And Management - Finance
02.2022
G.C.E Advance Level Examination - Commerce - Accounting,Business Studies,Economics
01.2018
Diploma - MS Office Package
06.2016
G.C.E Ordinary Level Examination - 9 Subjects
01.2015
Skills
- Raiser's Edge
- Customer Needs Assessment
- Brand representation
- Complaint Handling
- Client Engagement
- Call Metrics
- Data Evaluation
- Administration
- Sales and Upselling
- Microsoft Office
- Team training and development
- Conflict Mediation
- Public Speaking
- Calm and Professional Under Pressure
Accomplishments
- Received certification for outstanding client engagement with customers and working together.
- Suggested free upgrades for customer equipment that clients were unaware of which boosted brand loyalty.
- I volunteered to lead financial literacy workshops at HSBC in April 2022, empowering individuals with essential financial knowledge and skills for better financial management.
- At HSBC in December 2023, I actively participated in networking events, engaging with industry professionals to expand my professional network and stay updated on banking and finance industry trends.
- In February 2021, I participated in the CSC project at HSBC, contributing my skills and dedication to making a positive impact in the community.
Additional Information
Seeking Job Categories - Admin Assistant , Customer service , Receptionist ,Back office analyst and Business analyst .
Languages
English
Bilingual or Proficient (C2)
Tamil
Bilingual or Proficient (C2)
Sinhala
Bilingual or Proficient (C2)
Language learning
Exploring new languages opens doors to diverse cultures and expands my perspective on the world.
Arabic and Hindi.
References
Mrs. Vidushika fonseka.
Manager – HSBC Sri Lanka - +94 77918 1612.
Mr. Ashwin Cantius Pulle.
Purchasing Assistant Manager – A T G Ceylon Pvt.Ltd. - +94 77 047 2058.
Timeline
Customer Service Executive - HSBC Bank
01.2021 - Current
Data Processing Executive/Senior KYC Analyst - HSBC Bank
01.2020 - 06.2020
Receptionist Administrator - LOLC Finance Leasing Company
03.2019 - 08.2019
Cardiff Metropolitan University - UK - Bachelor of Science, Business Management And Studies
University of Colombo - Advance Diploma , Human Resources Management
International College of Business And Technology - Higher Diploma - 2 Yrs., Business And Management - Finance
Christ King College - G.C.E Advance Level Examination, Commerce - Accounting,Business Studies,Economics
Nenasuwa Higher Foundation - Diploma , MS Office Package
Christ King College - G.C.E Ordinary Level Examination , 9 Subjects
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