Nailah Mungroo
Beau-Bassin
Summary
Dynamic customer service professional with extensive experience at MCB Ltd, excelling in effective communication and problem-solving. Proven track record of enhancing customer satisfaction and streamlining service processes. Adept at cash handling and promoting bank products, consistently meeting sales goals while fostering a collaborative team environment.
Overview
14
14
years of professional experience
Work History
Greeter
MCB Ltd
Port Louis Main Branch
05.2018 - 06.2023
- Greeted customers upon entering the bank, providing a friendly and welcoming atmosphere.
- Provided information regarding the services and products offered by the bank.
- Resolved customer inquiries promptly and effectively.
- Coordinated with Customer Service Representatives to ensure smooth customer experiences during peak hours to decrease the customer waiting time.
- Maintained cleanliness and organization of the Customer Service area and banking hall.
Customer Service Representative
MCB Ltd
Contact Centre, St Jean
01.2015 - 05.2018
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Collaborated with team members to improve service delivery processes.
- Educated customers about products and services to enhance satisfaction.
- Trained new employees on call handling procedures and best practices.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Updated customer accounts, addresses and contact information within call management databases.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
Customer Service Representative
MCB Ltd
SSR Branch/ Port Louis Main Branch
07.2013 - 01.2015
- Assisted customers with inquiries and resolved issues through effective communication.
- Collaborated with team members to improve service efficiency and customer satisfaction.
- Updated databases with new and modified customer data.
- Promoted available products and services to customers during service.
- Supported sales team members to drive growth and development.
Bank Teller
MCB Ltd
Beau Bassin Branch/Curepipe Main Branch
01.2009 - 06.2013
- Performed cash handling duties including counting currency, coins and checks.
- Processed customer deposits and withdrawals accurately, balancing cash drawer daily.
- Collaborated with team members to improve branch operations.
- Ensured compliance with banking regulations and policies consistently.
- Assisted customers with account inquiries and banking services.
- Met sales goals by promoting bank products and services in customer interactions.
- Reconciled daily sales sheets with actual physical money received from customers or deposited into ATM machines.
- Prepared reports on transaction activity for management review.
Education
Bachelor of Science - Business Management with Specialisation FRM
Open University of Mauritius
Reduit12-2024
High School Certificate -
Dr Maurice Cure State Secondary School
Vacoas11-2007
School Certificate -
Dr Maurice Cure State Secondary School
Vacoas11-2005
Skills
- Effective communication
- Team player
- Good at problem solving
- Customer service
Languages
French
First Language
English
Advanced (C1)
C1
Urdu
Advanced (C1)
C1
Timeline
Greeter
MCB Ltd
05.2018 - 06.2023
Customer Service Representative
MCB Ltd
01.2015 - 05.2018
Customer Service Representative
MCB Ltd
07.2013 - 01.2015
Bank Teller
MCB Ltd
01.2009 - 06.2013
Bachelor of Science - Business Management with Specialisation FRM
Open University of Mauritius
High School Certificate -
Dr Maurice Cure State Secondary School
School Certificate -
Dr Maurice Cure State Secondary School