Beatrice Adeline
Port Louis,PL
Summary
Dynamic and Results Oriented Senior Manager with expertise in customer service management, team leadership, and operational excellence. Skilled in developing strong client relationships and implementing effective training sessions to boost team performance and satisfaction. Proven track record of enhancing customer service delivery and fostering cross-functional collaboration to drive business objectives.
Overview
16
16
years of professional experience
Work History
Senior Manager - Customer Service
AfrAsia Bank Limited
2017.07 - Current
- Set up the foundation for the Premium Services Hub to provide delivery of consistent quality services for the Bank's customer with a seamless banking journey offered to all existing customers, across borders
- Collaborated with executive leadership to define business objectives, aligning departmental strategies with overall corporate vision.
- Provided strong leadership to enhance team productivity and morale.
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Improved team performance by providing comprehensive training and fostering a collaborative work environment.
- Mentored a team of 30 to 40 junior staff members for skill development and career progression within the organization.
- Developed and implemented risk management frameworks to mitigate financial exposure and ensure compliance.
- Oversaw cross-functional teams in executing project plans, ensuring alignment with organizational goals and timelines.
- Mentored Senior Coordinators & Leads of the Customer Service Team, fostering professional development and enhancing team performance through targeted training programs.
- Implemented and developed strong operational standards, policies and procedures.
Manager - Premium Services (Wholesale Banking)
AfrAsia Bank Limited
2016.11 - 2017.07
- Set up and oversaw daily banking operations for identified High Net Worth Large Corporate Domestic customers, ensuring adherence to regulatory compliance and operational efficiency.
- Cultivated strong relationships with clients, enhancing satisfaction through personalized service solutions.
- Developed and implemented strategic initiatives to enhance customer service delivery and engagement.
- Analyzed financial reports to identify trends, providing insights for informed decision-making and risk management.
Customer Services Officer - Domestic Banking
AfrAsia Bank Limited
2015.01 - 2016.11
- Resolved customer inquiries efficiently through various communication channels, enhancing satisfaction and loyalty.
- Processed account transactions accurately while adhering to banking regulations and policies, ensuring compliance.
- Collaborated with cross-functional teams to streamline service processes, improving overall operational efficiency.
- Mentored new staff on customer service protocols, fostering a culture of excellence and teamwork.
Customer Services Assistant - Domestic Banking
AfrAsia Bank Limited
2011.04 - 2014.12
- Assisted customers with inquiries, providing accurate information on products and services.
- Resolved customer complaints efficiently, enhancing overall satisfaction and loyalty.
- Managed customer accounts using banking software, ensuring data accuracy and compliance.
- Developed training materials for new staff, improving onboarding process effectiveness.
Trainee - Domestic Banking and Relationships
AfrAsia Bank Limited
2010.10 - 2011.03
- Assisted in processing customer transactions efficiently and accurately.
- Supported branch operations by maintaining compliance with banking regulations and policies.
- Collaborated with team members to enhance customer service experience and resolve inquiries.
- Developed familiarity with banking software to streamline daily operations and reporting tasks.
Education
Bachelor of Arts - History With International Relations
University of Mauritius
Reduit, Mauritius2010-10
High School Diploma -
Loreto College of Quatre Bornes
Quatre Bornes2006-11
Skills
- Strategic planning
- Cross-functional collaboration
- Operations management
- Cross-functional team coordination
- Troubleshooting and problem resolution
- Organizational improvement
- Teamwork and collaboration
- Team leadership
- Process improvement
- Decision-making
- Work Planning and Prioritization
- Performance tracking and evaluation
- Customer service
- Interpersonal communication
- Professional and courteous
- Time management
- Task prioritization
Languages
English
Native or Bilingual
French
Native or Bilingual
Timeline
Senior Manager - Customer Service
AfrAsia Bank Limited
2017.07 - Current
Manager - Premium Services (Wholesale Banking)
AfrAsia Bank Limited
2016.11 - 2017.07
Customer Services Officer - Domestic Banking
AfrAsia Bank Limited
2015.01 - 2016.11
Customer Services Assistant - Domestic Banking
AfrAsia Bank Limited
2011.04 - 2014.12
Trainee - Domestic Banking and Relationships
AfrAsia Bank Limited
2010.10 - 2011.03
Bachelor of Arts - History With International Relations
University of Mauritius
High School Diploma -
Loreto College of Quatre Bornes