Charmaine Colaco

Charmaine Colaco - Banker/Trainer/ Customer Servicel/Operations/Administration

Dear Hiring Experts,

I am a highly personable and detail-oriented professional with more than 11 years of experience in retail operations , operations and administration.In my most recent role, I was the lead trainer for the call center operations for Citibank UAE and Bahrain.

I am now looking for a similar or more challenging position, where my extensive experience and expertise can be used. I am excellent in training and coaching, process improvement and operations among others.

Further details regarding my qualifications can be found on my CV and of course, I will be pleased to answer any questions that you might have.

Sincere Regards,

Charmaine Colaco


Last Resume Update May 29, 2018
Address Dubai, United Arab Emirates
Phone Number 0563566132


Nov 2012 - Dec 2015
Panning, scheduling and publishing the yearly training calendar.
• Preparing training material which would include the syllabus for new hire training and change training for existing staff.
• Prepare and update an SOP (standard operating procedure) for the contact center. This would include reaching out to key stakeholders to ensure that all interest are considered.
• On boarding and new hire training, change training for existing staff and cross functional trainings.
• Mentoring agents across all KPIs. Documentation of their performance and putting performance improvement plans into place.
• Process improvement which would include proactively identifying, analysing and improving upon existing business processes for optimization and to meet new quotas or standards of quality.
• Improvement of NPS and FCR (key contact center metrics).
• Liaising with the regional team to streamline trainings with a purpose to achieve uniformity throughout the global contact centers.
• Organized team leader development workshops. Calibration of QA staff.
• Preparation of process manuals, memos and entitlement matrix
Customer Service Supervisor
Aug 2008 - Nov 2012
• Guided teams of an average size of 16-20 agents.
• Ensured every team member is meeting their key performance metrics. These would include Call quality, handle time, customer experience scores, aptitude, product knowledge, attendance and more.
• Implemented effective performance improvement plans.
• Monitored and manage service levels.
• Ensure customer escalations are dealt with swiftly.
• Coach agents, provide feedback and document their progress.
• Observe calls attended by agents and provide feedback.
• Floor supervision and support.
• Assist management in any ad-hoc projects.
Customer Service Helpdesk
Sep 2006 - Aug 2008
• Ensure request and complaints raised are resolved within the given TAT.
• Floor assistance and supervision.
• Manage customer escalations.
• Provide MIS to management and supervisors to identify training opportunities.
• Assist in any ad-hoc projects.
Customer Service Representative
Aug 2004 - Sep 2006
• Service incoming customer calls following the established policies and procedures in an efficient manner.
• Handle priority banking customers.
• Explore, utilize all available resources and communication skills to resolve customer inquiries or issues to avoid escalation to extent possible.
• Identify process improvement ideas.
• Highlight and repeated customer complaints to management.
• Identify opportunities to grow customer relationships with the bank through cross selling.


Emirates Center for Management and Information Technology
Bachelors of Business Administration
Jan 2001 - Dec 2003
Majors in finance

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