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Marcela Purification

Marcela Purification

About

23/Nov/1986
Dubai, UAE
0523584627

General Information

Work Experience

Oct 2018 to Jan 2021
ICICI Bank Limited Bahrain Branch, Manama, Bahrain Assistant Manager

• To provide to clients a full range of Banking as well as Wealth Management products. To develop long-term relationships with the clients by preparing investment strategies to help them achieve their financial goals, offering advice and information on various investments to guide them in managing their portfolios in line with ICICI Bank Views. Offer products to help clients make informed decisions. • Generate growth in AUM and revenue streams that will ensure delivery of the financial plan and achievement of the business objectives through effective client acquisition and management of portfolio of clients. • To achieve individual targets against Key Performance Indicators, including revenue targets, to grow client base, AUM and account profitability while maintaining a high standard of service quality. • To perform KYC / AML reviews, including High Net worth Individual’s annual reviews & Due Diligence reviews in a timely manner and in meeting the standards in substance. • Maintain satisfactory Control & Compliance environment with full adherence to all laws and regulations and ICICI Bank Policies and Procedures. • Participate on various marketing activities, building brand awareness and sales opportunities for all souring channels within the bank. • Enhance existing relationships to ensure maximum conversion rates in terms of income generation. • Training and coordination to respective staff in regards of design and execution of events geared toward brand awareness, client education, relationship building and revenue growth. • Track, monitor, and evaluate marketing activities and accomplishments. Survey on effectiveness quality of efforts and solicit feedback for future actions. • Provide regular market feedback to Head of unit vital to review and improve Product Offering, design of campaigns and business acquisition. • Perform functions of Head of unit (in absence) as delegated and also manage special assignments in line with business needs. • As cash manager (added responsibility), check physical cash at opening & closing, record the same on registers for audit purpose. Ensure sufficient cash is available at all times in bank vaults and CRM records. • Maintaining, checking, and loading of ATM cash vaults. • Ensuring proper review, documentation, control, reconciliation of daily Cash Collection and resolve discrepancies (if any). • Ensure  clients KYC and financial up-to-date details are updated on all internal banking tools such as Oracle, CRM, Finacle, and digital banking platform for smooth customer interactions and for references of their previous enquiries & requests.


Dec 2017 to Sep 2018
ICICI Bank Limited, DIFC Corporate Branch, Dubai, UAE Admin Executive & Personal Assistant to SEO

•       Acting as a first point ofrncontact: dealing with correspondence and phone calls.

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•      rnManaging work and familyrnschedules.

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•      rnOrganizing meetings andrnappointments.

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•      rnBooking and make travelrn& accommodation arrangement for both private and work trip.

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•      rnReminding the SEO ofrnimportant tasks and deadlines.

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•      rnDay to day officernoperations, exercising the utmost discretion always.

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•      rnArrange and schedule meetings,rnprepare agendas and relevant documents.

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•      rnManage relationships withrninternal and external parties such as entities, clients, service providersrnetc., providing information and handling issues independently.

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•      rnExtensive Outlook diary,rnemail and contacts management.

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•      rnConference and meetingrnroom management.

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•      rnProcess expense claimsrnrelating to travel and other corporate expenses.

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•      rnManage executive filingrnand data management systems ensuring timely and accurate document control.

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•      rnRespond to routinerncorrespondence and maintain organized filing and follow-up systems for allrncorrespondence.

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•      rnRespond and greet visitorsrnin a welcoming and efficient manner.

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•      rnManage telephone calls.

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•      rnAssist in personal issuesrnand maintain complete confidentiality.

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•      rnTranscribe dictation andrntyping of documents using Microsoft Word, Excel or PowerPoint.

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•      rnOversee messenger/courier activities.rn

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•      rnAssisting the Financern& HR team with budgeting, ordering and replenishing uniform and accessoriesrnas per the requirement.

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•      rnMeeting vendors and negotiatingrnrates (stitching, material and accessories supply).

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•      rnChecking and approvingrninvoices pertaining to Admin related purchases or services.

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•      rnEnsuring maintenance andrntimely cleaning activities by cleaning staff.

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•      rnManaging support staffrnrosters.

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•      rnManaging renewals andrnassisting IT team with AMCs for office assets.

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•      rnManaging corporate parkingrncards for staff.

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•      rnArranging hotel room bookingrnfor new joiners.

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•      rnManaging staff air ticketrnreimbursement process.

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•      rnAdditional duties /rnassignments as directed.


Sep 2015 to Dec 2017
ICICI Bank Limited Dubai Representative Office Bank Officer

•      rnAttend to NRI customer,rnassist with account requests and other inquiries, end to end resolution.rnInvestigate and solve customer complaints & escalations.

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•      rnCoordinate with thernvarious operation teams of ICICI Bank Limited Remittance & bank’s BusinessrnPartners (both Banks & Exchange houses) located in region GCC i.e. thernMiddle East.

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•      rnHandling of Documentationrnin relation to NRI retail customers and Remittance business references, requests,rnKYC’s and Annual Reviews.

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•      rnHandling of interrelatedrndepartment calls and out-going calls. Other office works related to day-to-dayrnretail & remittance operations.

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•      rnPreparing Daily MIS,rnMonthly, Quarterly, Half-Yearly & Yearly Performance and Market Reports inrnrelation to the Remittance Business in Middle East.

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•      rnMonitoring & ensuringrnsmooth processing of transactions routed / remitted by partners via ICICIrnBank’s AT, NEFT / RTGS & IMPS transfer modes.

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•      rnHandling & solving anyrnescalated, prolonged transaction recall / refund or amendment cases withrnbeneficiary banks.

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•      rnMaintain the records ofrndaily, monthly & yearly targets, actual achieved volumes, transactionsrn& earnings by each and all partners in the GCC region.


Jan 2015 to Aug 2015
Mashreq Bank, Dubai, UAE Customer Sales Representative

•      rnResearch new market opportunity.

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•      rnAcquisition of retail customers and selling of banking products such asrncredit cards, accounts, loans, etc.

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•      rnHandling Lead conversion and accounts retention.

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•      rnUpdate sales activities inrnthe CRM and provide reports to management on the daily activities.

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•      rnEnsure customers satisfaction through providing quality support andrnservice.

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•      rnManage clients requests byrnCoordinating with different departments.

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•      rn Work closely with business development team tornenhance the products and services.

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•      rnRepresent the company in arnprofessional way.

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•      rnAssist thernTeam Manager in handling the relationship with existing andrnpotential target High-Salaried / Businessmen customers and coordinate with thernrespective departments/ units within the Bank to ensure processing of customers’rnneeds on priority basis.

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•      rnIdentifying and conversionrnof new sales/cross-sell opportunities launch targeted sales efforts to bringrnrevenues on board by ensuring coordination with the productrnsales teamsrnleading the sales cycle.

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•      rnAssist in providingrnsolutions to customers’ needs with respect to banking products.

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•      rnAssist in developingrntarget penetration plans and negotiating the terms with partner banks and enterrnin to MoU with respective entities.

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•      rnExamine the strategicrnfinancing application submitted by the client and determine clients eligibilityrnfor type and the amount of loan to be processed according to the financingrnguidelines set by the Bank.

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•      rnAssist prospective andrnexisting clients by receiving all customer applications and effectivelyrnaddressing client concerns and queries on financing requests.


Aug 2014 to Nov 2014
Dynamic Airways (On the behalf of BKP Enterprise Aviation Consultants) Language Interpreter

● Assist the American Cabin Crew by interpreting Flight Safety & other important security instructions to Indian Passengers leaving for & returning from Hajj in 2014. ● Assist cabin crew to understand the requirements, requests & any other concerns of the passengers.

Languages: English, Hindi & Bengali 
Location: India, Saudi Arabia & UAE.


Aug 2013 to Mar 2014
Indigo Airlines (InterGlobe Aviation Limited), Mumbai, India Customer Service Agent

● Responsible for Ticketing & making Reservations. ● Assist customers with Checking-in, Boarding-In of  Passengers. ● Booking extra baggage and processing payments for same.● Cancellations of flight tickets & refund.  ● Resolving Passenger Enquiries about flight departures & arrivals & cost of tickets to different sectors &  other basic information.● Selling Airline Tickets ● Assisting disabled passengers and those with small children.as per the safety compliance procedure by Indigo Airlines. 


June 2010 to July 2012
Hutchinson 3 Global Services Pvt. Ltd, Mumbai, India Vodafone Business Customer Service Representative

Vodafone Business Customer Service Representative (Australian Process) | Aug 2011 to July 2012 ● Promoted within company for exceptional client relations and customer satisfaction skills. ● Resolve enquiries, complaints & billing issues of Consumer Postpaid Customers.

Customer Service Representative | June 2010 – Aug 2011 ● Resolve billing, technical, and other enquiries for Business Postpaid Customers. Also, assist customersrnwith upgrade requests, cancellations and retention.


Jan 2006 to Mar 2010
Firstsource Solutions Ltd. (Formerly known as “ICICI OneSource Limited), Mumbai, India Senior Customer Service Executive

Senior Customer Service Executive (UK Process called “SKY TV”) | Jan 2008 to Mar 2010 ● Based on excellent performance ,selected for First Batch of Sky’s Back office & Escalation Processes rnby management out of 150+ advisors & moved to a 20-member. ● Updating confidential customer contracts, financial direct debits & other mandates on customer’s profile rnon company’s database. ●  Investigate, Resolve & Respond to Consumer Complaints and Escalations via Written Letters, Emails & rnCallback to customers.

 Customer Service Advisor on inbound calls | Jan 2006 to Jan 2008 ●  Resolve enquiries, clarify billing & assist with upgrade requests from consumer customers.


Summary of Skills

Communication and presentation skills, both Written and Oral in English
99%
Computer literacy and tech savvies. Computer skills and Microsoft Office
95%
Analytical skills and approach to problem solving.
95%
Multi-lingual - Languages known Hindi, Bengali, Marathi
90%
Knowledge of Bank branch retail, operations and back office functions
95%
Knowledge of airport ticket reservations and operations
95%
Knowledge of bank corporate operations and administration
95%
Excellent time management skills
99%
Secretarial skills
99%
Customer Service and Escalation handling Skills
99%

Portfolio

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