Merlyn Abraham

Experience

• 

  Emirates Bank

  Dec 2005 - Jun 2006

  Data Specialist-- Business Intelligence and Information(BI&I)

  • Executed update of customer basic data in a centralized portal• Checker responsibility to ensure input of customer data are accurate

• 

  Emirates NBD

  Jun 2006 - Jul 2023

  • Transitioned to Project lead role within the expanding Business Projects and Solutions team.• Led developments and enhancements on IVR towards seamless and efficient customer experience and call reduction to call center agents, collaborating with cross-functional teams including Platform owner, scrum master, developers, product engineers and testers.• Successful releases on the channel resulted in increase in customer satisfaction(CSAT) from 4.8 rating to 6.6.• Created product roadmaps by working closely with product managers, owned product backlogs. and prioritized delivery focusing on efficient digital journey for customers and actively participating with scrum master for release planning and refinement.• Utilized Jira and Confluence platforms to create detailed requirements on user stories with clear acceptance criteria.• Successful roll out of EVA (AI-Virtual assistant) rebranding project. Responsibilities included writing Business requirement document(BRD), communicating with stakeholders at all levels, led the testing team, guided and coordinated with IT team for development and fixes, obtained RISK and Compliance approvals and monitored application performance post launch and ensured operational issues are resolved within committed timeline. • Spearheaded process improvement initiatives that streamlined workflows, reduced turnaround times by analyzing IVR performance metrics that lead to elevated customer service standards. Show less • Reengineered processes focusing on security, time and fulfilment of customers request in their digital journey through change request initiatives for Digital Channels (Mobile banking & Online banking, Phone banking)• Effectively implemented the Right Channeling initiative on IVR to address branch visit restrictions during COVID-19, achieving annual cost savings of AED 2 million in 2021. • Monitored App Dynamics and Grafana tools for channel health and social media platforms (SPRINKLR) for customer concerns ensuring timely action.• Strengthened controls in Mobile banking to secure customer funds against fraud by launching rules to register customer device as Trusted device.• Conducted training sessions for lobby managers, inbound call center agents, branch representatives and other internal product teams to ensure confidence and awareness of new features launched.• Solutioned customer complaints in CRM related to Channels (SMS banking, Online banking, IVR) Show less • Main lead in developing processes with product teams for EVA (Virtual assistant) project-first in the region by adapting AI methodologies. Successful roll out of project in 2017.• Successful roll out of Face Banking for Call center agents and POM (Proactive Outreach Manager) project ensuring project deliverables are in accordance with Central Bank UAE regulations.• Launched initiatives for Call center inbound agents: Empowering potential transactions that can be handled by agents and introduced Call Work Code(CWC) attribute in CRM for inbound agents.• Worked with Marketing team to develop YouTube tutorials, run campaigns and developed reference documents for upload on bank website. Show less • Entrusted as an Authorized “B” Signatory for the bank• Oversaw full branch operations during Branch Manager’s absence with temporary ‘A' signatory rights.• Expert assistance in products and services to walk-in customers and issued bank account statements.• Processed Inward Cheques clearing.• Reviewed accounts for KYC adherence and Compliance Notifications.• Prepared monthly reports related to- Overdrawn/Irregular accounts, Unsatisfactory Accounts, Minor accounts, Deceased accounts, Dormant accounts.• Addressed customer issues in CRM ensuring resolutions.• Executed online account opening process and authorized bank reference letters.• In-charge of chub for maintaining captured ATM cards and maintaining registry of cards• In-charge of returned inwards cheques for collection by customers and dispatch to backoffice due to non-collection. Show less

  • Product Owner- Conversational Banking

    Mar 2022 - Jul 2023

  • Assistant Manager- Digital Channel operations

    Oct 2018 - Mar 2022

  • Assistant Manager-AI: Phone Banking

    Mar 2011 - Oct 2018

  • Customer Service Supervisor- Bank Branch

    Jun 2006 - Mar 2011