Tania Chakrabarti

• Advice government client (Dubai Federal Tax Authority) throughout their digital transformation journey on utilizing Omni-channel, Artificial Intelligence (AI), Business Intelligence Reporting and Robotic Process Automation resulting in maintaining end customer’s First Contact Resolution (FCR) on the Chatbot platform to a high percentage of over 90% month on month. • Implementation of “TARA” Chatbot for facilitating tax queries from the end customers in English & Arabic Language.

• Responsible for product development with new features in Customer Relationship Management (CRM), Omnichannel delivery (Internet, Mobile, Kiosk, Contact Center banking, Digital Banking, Mobility, Branch Automation Solutions and Retail & Corporate Loan origination systems. • Advise clients throughout their digital transformation. Conduct employees and business partners training. Support tenders, present solutions to stakeholders and direct workshops.

• Understanding user requirements and application capabilities by reading BRD, FSD. • Assist on test plans, review test ware, support business users in UAT and in handling implementation issues. • Deliver weekly reports plus project status, deliver related staff training and implement the Software Testing Life Cycle.

• Effectively implemented 5S methodologies within the branch workplace. • Became champion for the branch leadership team by providing operational updates, best practices, assistance in successful branch audits (internal Banking audit & external agency audit) and risk management. • Increased branch book value by selling Insurance products & Gold Loan to new and existing customers. • Improved profitability through sales, forecasting, and negotiation; decreased expenses by streamlining staff training.

• Responsible for revenue growth, the study of balances and sales trends to predict future performance. Review feedback forms before implementing changes based on requests and potential issues. • Manage daily sales alongside service branch operations including business development, customer acquisition for liability / asset products in addition to customer service activities.

• Updated existing accounting system for the clients to provide greater operational flexibility and performance. • Monitored legal compliance tax, income tax laws, and observed clients incoming quarterly tax payments.

Marketing & Banking