TRACY MANOEL
Dubai,UAE
Summary
Experienced professional with a strong background in client service, visa processing, and operational administration, complemented by proven skills in relationship management and event coordination. Adept at managing complex projects and delivering seamless service in dynamic environments. Skilled in CRM systems and training coordination, with a commitment to driving organizational performance and stakeholder satisfaction. Ready to apply these strengths to support and deliver impactful arts programmes across the UAE and the wider Gulf region, collaborating with diverse teams and managing multi-country projects with professionalism and cultural sensitivity.
Overview
9
9
years of professional experience
17
17
years of post-secondary education
Work history
Customer Service Representative
IDP Education
06.2021 - 07.2025
- Guided international students in navigating study abroad opportunities, elevating student satisfaction rates via transparent and compassionate support.
- Addressed inquiries through phone, email, and live chat, resolving error-related issues and guaranteeing precise information regarding university applications and visa requirements.
- Supported organisation and implementation of large-scale education fairs, offering on-site assistance to students and institutional representatives, ensuring seamless event management
- Assisted in organizing large-scale education Expo events by supporting event registration, booth coordination, and crowd management.
- Demonstrated strong customer service, communication, and organizational skills in a fast-paced, multicultural environment.
- Assisted university representatives at booths, ensuring smooth communication and professional engagement with attendees.
Exam Proctor
British Council
Dubai, UAE
12.2016 - 01.2021
- Trusted invigilator for high-stakes exams (IELTS, ACCA, CFA), ensuring fairness, consistency, and professionalism.
- Maintained exam room compliance with international standards, ensuring zero policy violations.
- Handled exam tasks: ID checks, material distribution/collection, and secure script packaging.
- Reported irregularities to enhance exam integrity and strengthen risk protocols.
Submission Officer / Application Support
VFS Global
12.2019 - 03.2020
- First point of contact for visa applicants, ensuring smooth submissions and promoting added services.
- Reviewed visa applications to ensure compliance and reduce error-related rejections.
- Trusted with end-of-day reports and training new front-desk hires for strong performance and clear communication.
Front Desk Receptionist
Zurich Insurance Company LTD.
Dubai, UAE
11.2019 - 12.2019
- Delivered strong first impressions by welcoming visitors, supporting teams, and ensuring smooth daily admin tasks.
- Managed a busy front desk with a calm, service-focused approach.
- Praised for professionalism, multitasking, and quick adaptation during a short-term contract.
Support Intern
KMPG
09.2019 - 11.2019
- Designed and formatted presentation decks, attendance certificates, and feedback forms, enhancing the quality of learning experiences and improving participant feedback.
- Maintained organized digital and paper records using Excel and Word, reducing retrieval time and ensuring compliance with documentation standards.
- Provided on-site support for high-profile professional training events including IFRS workshops and Lean Six Sigma certification sessions.
- Collaborated with KPMG staff to manage attendee lists, prepare event kits, and support logistical needs throughout the day.
- Helped gather feedback forms and assisted in post-event wrap-up activities to support continuous improvement of future sessions.
Customer Retention Representative
HSBC Bank
05.2017 - 11.2018
- As part of a large-scale mortgage retention initiative, played a vital role in maintaining customer relationships and driving engagement.
- Managed high-volume outbound calling campaigns (90+ calls/day) to follow up on customer issues, resolve concerns, and promote continued banking relationships.
- Identified customer pain points and collaborated with internal teams to resolve them.
Education
Data Analytics and Articial Intelligence - Business Administration
Ascencia Business School
Dubai 01.2021 - 04.2022
Bachelor - Business Administration
Middlesex University
Dubai 09.2012 - 05.2016
High School Diploma - Commerce
St Marys Catholic High School
Dubai 09.2000 - 06.2012
Skills
- Client Service Excellence
- Visa Processing Expertise
- Relationship Management
- Operational Administration
- Student Service Delivery
- CRM Proficiency
- Reception & Front Desk Management
- Training Program Coordination
Languages
English
Native
Hindi
Advanced
Urdu
Fluent
Timeline
Customer Service Representative
IDP Education
06.2021 - 07.2025
Data Analytics and Articial Intelligence - Business Administration
Ascencia Business School
01.2021 - 04.2022
Submission Officer / Application Support
VFS Global
12.2019 - 03.2020
Front Desk Receptionist
Zurich Insurance Company LTD.
11.2019 - 12.2019
Support Intern
KMPG
09.2019 - 11.2019
Customer Retention Representative
HSBC Bank
05.2017 - 11.2018
Exam Proctor
British Council
12.2016 - 01.2021
Bachelor - Business Administration
Middlesex University
09.2012 - 05.2016
High School Diploma - Commerce
St Marys Catholic High School
09.2000 - 06.2012
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