Abhay Charan Kowlessur
Triolet,PA
Summary
Knowledgeable Customer Operations Supervisor with solid track record in overseeing customer service operations and enhancing team performance. Proven ability to implement process improvements that streamline workflows and boost customer satisfaction. Demonstrated proficiency in conflict resolution and team leadership, ensuring efficient and effective service delivery.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals.
Overview
8
8
years of professional experience
Work History
Customer Operations Supervisor
Bank One Limited
07.2025 - Current
- On a daily basis when required. Led team in optimizing customer service workflows, enhancing response times and overall satisfaction.
- Developed training programs for new hires, improving onboarding efficiency and knowledge retention.
- Monitored key performance indicators to identify trends and areas for improvement in customer operations.
- Collaborated with cross-functional teams to resolve complex customer issues, ensuring timely resolutions and follow-ups on a day to day basis
- Conducted regular performance reviews, providing constructive feedback and fostering professional development among staff for each and every staff
- Streamlined communication channels between departments, enhancing collaboration and service delivery efficiency.
- Spearheaded initiatives to enhance customer engagement strategies, resulting in increased loyalty and retention rates.
- Maintained thorough knowledge of products, services, and industry trends, enabling informed recommendations for customers.
- Developed strong relationships with clients through excellent communication and attentive customer service.
- Managed a team of 5 customer operations assistants, ensuring adherence to company policies and consistent delivery of high-quality support.
- Conducted regular performance reviews to assess strengths and opportunities for development within the team.
- Trained new employees on company systems, processes, and best practices, contributing to their professional growth and success in the role.
- Fostered a positive work environment through effective conflict resolution techniques, reinforcing teamwork values among personnel.
- Championed process improvements that resulted in reduced wait times for customers seeking assistance.
- Handled escalated customer complaints professionally and efficiently, resulting in higher levels of trust from clients.
- Assisted in recruiting, hiring and training of team members.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Led customer service team to enhance service delivery and exceed performance targets.
Customer Operations Assistant/Acting Customer Operations Supervisor
Bank One Limited
02.2025 - Current
- Supervise juniors with regards to handling transactions and ensure they are in line with the policy of the Bank
- Lead a team to motivate, supervise, addressing and resolving customer complaints to a satisfactory level.
- Ensure correct processing of Banking transactions and supervise portfolio and teammates where necessary
- Provide clear and concise information to customers about bank products and boost sales when needed.
- Ensuring exceptional service and being a spearhead for operational excellence.
- Onboarding Unit
- Maintained accurate records of transactions and customer interactions to ensure compliance.
- Coordinated daily operations to streamline workflows and enhance service delivery.
Transaction Banking Coordinator
Bank One Limited
06.2021 - 02.2025
- Cash/Liquidity Management –Handling a portfolio of customers holding multi currency accounts.
- Local & International Payments including bulk and payroll payments and FX transactions.
- Collections & inward remittance management.
- Management of Internet Banking/Mobile Banking/Credit Cards for a portfolio of Customers
- Familiar with Account Opening and daily operations concerning life cycle of an account.
- Familiar with AML procedures & ability to analyse if there are any fraudulent transactions prior to processing.
- Contacting customers to seek more transactions & to verify if we can get more business out of the portfolio.
- Trade Coverage – SBLC/LC/Guarantees facilitation to customers. Includes trade imports & trade exports.
- Accurate record keeping.
- International Banking Department
Deputy Manager Trainee
Essar Capital Mauritius Limited
01.2020 - 06.2020
- Liaising with the business teams and facilitating many tasks.
- At ease with couriers and dispatch at local and International Level.
- Familiar with Account Opening forms Internet Banking, Amendment Forms CRS/FATCA of the MCB for Global Businesses. Ability to fill out the forms as well.
- Statutory Filing
- Skills to prepare for a Board Meeting (Board Notes (its contents), Booking of Meeting Rooms) and knowledge about what to do after the board note approve their Financial Statements.
- Familiar with the IMF policies and notions such as the Grey and Black List and their quarterly surveys.
- Drafting skills (quick summary of minutes including the agenda items and the transactions approved)
- Record Keeping ( COI,Power of Attorneys, Financial Statements, Correspondences, TRCs)
Records Management Clerk (Intern)
Barclays Bank Mauritius Limited
07.2019 - 12.2019
- Scanning Operator: Ready to handle very important documents and align to the laws and regulation of the BOM Act 2004
- Quality Assurance Operator: Verify Scanned documents and upload on the Sybrin software according to the Banking and BOM Act 2004
- KYC Rookie: Still in training and learning about the different ways to tackle challenges according to the FIAMLA and FATF policies
- Use of Excel techniques to list more important documents such as SWIFT AND Loans and disbursements
Intern
University Of Mauritius Finance Department
05.2018 - 07.2018
- Input of Purchasing Orders as well as generating Payment Vouchers from the Oracle Software.
- Helping superiors in validating Payment Vouchers
- Filing and stamping of important documents
- Calculation of TDS and Tax under the supervision of the finance officer
- Reconciliation of Petty Cash Vouchers
- Knowledge about Telegraphic Transfers and Master ledgers and how to identify assets liabilities and jargons of the income statements and balance sheets
- Use of Oracle to store projects in the General Ledger
Vj Computer
05.2017 - 07.2017
- Salesperson and cash management
- Compilation of Accounting Documents and basic accounting reconciliations
Education
Some College (No Degree) - IT
Adolphe De Plevitz State Secondary School
Grand Baieundefined
Jules Koenig Government School
Beau Bassin-Rose Hill, PW11.2008
Masters - Business Administration Specialisation Financial Services
University of Mauritius
Reduit, MO01.2022
Bachelor's Degree - Banking and Finance
University of Mauritius
Reduit01.2019
A-level -
Adolphe De Plevitz State Secondary School
Grand Baie, RR01.2015
A-level -
Adolphe De Plevitz State Secondary School
Grand Baie, RR01.2013
Skills
- Operational efficiency
- Coaching and mentoring
- Policy enforcement
- Compliance management
- Sales support
- Client satisfaction
- Staff development
- Teamwork
- Problem-solving
- Time management
- Problem-solving abilities
- Multitasking
LANGUAGES
English, French & Hindi
OTHER SKILLS
Holds a valid car driving license
Timeline
Customer Operations Supervisor
Bank One Limited
07.2025 - Current
Customer Operations Assistant/Acting Customer Operations Supervisor
Bank One Limited
02.2025 - Current
Transaction Banking Coordinator
Bank One Limited
06.2021 - 02.2025
Deputy Manager Trainee
Essar Capital Mauritius Limited
01.2020 - 06.2020
Records Management Clerk (Intern)
Barclays Bank Mauritius Limited
07.2019 - 12.2019
Intern
University Of Mauritius Finance Department
05.2018 - 07.2018
Vj Computer
05.2017 - 07.2017
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Some College (No Degree) - IT
Adolphe De Plevitz State Secondary School
Jules Koenig Government School
Masters - Business Administration Specialisation Financial Services
University of Mauritius
Bachelor's Degree - Banking and Finance
University of Mauritius
A-level -
Adolphe De Plevitz State Secondary School
A-level -
Adolphe De Plevitz State Secondary School
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