Summary
Overview
Work History
Education
Skills
Awards
Training Highlights
Timeline
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Paul Braganza

Dublin

Summary

Over the years, I have gained extensive experience in Trade Finance and Customer Service with a demonstrated history of working in the banking industry. Skilled in customer service management, handling inquiries, resolving financial issues, and providing prompt and effective solutions, I have cultivated a positive image of the bank, followed all banking procedures, and used my people skills to win and retain loyal customers. Driven by a passion for delivering exceptional service and improving operational efficiency as well as being committed to continuous learning and development, I thrive on new challenges.

Overview

24
24
years of professional experience
2
2
Languages

Work History

CUSTOMER ASSISTANT

Tesco
Santry, Dublin, Leinster
08.2024 - Current
  • Assisting customers with inquiries, offering product recommendations, and helping with purchases to create a positive shopping experience.
  • Operating cash transactions accurately while adhering to company security protocols.
  • Replenishing stock on shelves, ensuring products were correctly priced and displayed, and maintaining tidy, well-organized aisles.
  • Managing customer returns and resolving issues or complaints in a professional and friendly manner.
  • Adhering to health and safety standards, ensuring cleanliness and compliance with company policies.

TRADE FINANCE OFFICER / CUSTOMER SERVICE EXECUTIVE

Tanfeeth - Emirates NBD Bank
08.2008 - 05.2024
  • Addressed inquiries from walk-in customers.
  • Investigated misplaced documents.
  • Referred problematic issues that they cannot solve to management.
  • Controlled incoming calls, customer queries and questions.
  • Contacted potential or existing customers to inform them about their product.
  • Authorized to sign / endorse Bill of Lading and Bill of Exchange on behalf of the Bank.
  • Assisted in sorting out any complaints on processing from premium customers and to interact with the processing team to get it rectified and later share the same with the customer.
  • Was Responsible for explaining/introducing, suggesting, and customizing a transaction according to the Client's requirement so that the transaction is in line with the bank's internal policy and satisfies the customer's need.
  • Liaised with various units across segments (operations/ compliance/ legal/ treasury/ relationship teams) for scrutiny and processing transactions.
  • Ensured daily processing activities are carried out promptly and in compliance with all regulatory and statutory requirements.
  • Implemented necessary process improvements to increase the efficiency and quality of my team's work.
  • Authenticated and Scanned work items to be sent for processing to different departments.
  • Liaised with other local and overseas banks to resolve customer inquiries.
  • Executed different types of trade reports as per customer requests.
  • Carried out all trade finance transactions including but not limited to bank guarantees, import and export collection documents, export LC (Letter of Credit), import LC payments, and Open Account TR (Trust Receipts).
  • Supported the department in arranging and maintaining the filing system.
  • Performed due diligence on customers to ensure compliance with all applicable laws and regulations.

CUSTOMER SERVICE REPRESENTATIVE

Standard Chartered Bank
11.2002 - 07.2008
  • Provided information to customers regarding their queries and transactions.
  • Coordinated with other Departments to resolve customer queries.
  • Investigated errors and provided suggestions for process improvements.
  • Ensured quality of services at all levels and understanding of Compliance, Credit, Reputation, and Operational risks in handling trade products/services.
  • Addressed inquiries from walk-in customers.
  • Contacted local & overseas banks to resolve customer queries.
  • Verified and lodged all customer applications into the bank's trade processing system.
  • Processed import & export collection bills in the trade processing system.
  • Controlled all incoming Letters of Credit and Import Collection documents.
  • Demonstrated excellent communication skills, both verbal and written, to effectively interact with customers.
  • Responded to telephone inquiries and complaints following standard operating procedures.
  • Was responsible for dispatch of documents to customer's as per their request and coordinating with various courier companies.

DOCUMENT CONTROLLER

ANZ Grindlays Bank
Dubai, United Arab Emirates
01.2001 - 11.2002
  • Addressed inquiries from walk-in customers.
  • Was Responsible for updating customer information for the bank's internal records.
  • Accepted cheque and recorded them in the ledger book.
  • Kept track of returned/bounced cheque.
  • Ensured initial level scrutiny of documents done at the branch and coordinating between operations and customers for seamless processing.
  • Utilized advanced computer software such as MS Word, Excel, and Adobe Acrobat to create, edit, and archive documents.
  • Set up and maintained document control processes and procedures.

Education

University of Mumbai

Documentary Credits in Practice; Documentary Collection

NTC

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Trade Finance Training

Skills

Effective Communication

Interpersonal Skills

Microsoft Office Proficiency

Trade Finance Expertise

Organizational Skills

Accuracy

Customer Service

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Awards

  • Certificate of appreciation from Dubai Customs, Govt. of United Arab Emirates.
  • R-ACE Value Award Q4 2023 from Tanfeeth - Emirates NBD group, Dubai, U.A.E.
  • Aspire Award from Tanfeeth - Emirates NBD group, Dubai, U.A.E.
  • Client Service Champion Award Q3 2019 from Tanfeeth - Emirates NBD group, Dubai, U.A.E.
  • Wholesale Banking GEM award - For service excellence in Q3 2017 from Emirates NBD Bank, U.A.E.
  • Certificate of appreciation Q1 2014 from - Emirates NBD group, Dubai, U.A.E.
  • Star Award Employee for Q1 2014 from - Emirates NBD group, Dubai, U.A.E.
  • Certificate of appreciation from Standard Chartered Bank, Dubai, U.A.E.
  • Spot Award For excellent customer Feedback on SCB newsletter dated 02/01/07
  • Star of the Month 04/01/06 from Standard Chartered Bank, Dubai, U.A.E.

Training Highlights

  • Effective Leadership Skills
  • Customer Service Training
  • Fundamentals of International Trade
  • CAP program - (Certified Associate Program)

Timeline

CUSTOMER ASSISTANT

Tesco
08.2024 - Current

TRADE FINANCE OFFICER / CUSTOMER SERVICE EXECUTIVE

Tanfeeth - Emirates NBD Bank
08.2008 - 05.2024

CUSTOMER SERVICE REPRESENTATIVE

Standard Chartered Bank
11.2002 - 07.2008

DOCUMENT CONTROLLER

ANZ Grindlays Bank
01.2001 - 11.2002

Documentary Credits in Practice; Documentary Collection

NTC

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Trade Finance Training

University of Mumbai

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Paul Braganza