Summary
Overview
Work History
Education
Skills
References
Projects
Timeline
Generic

GERALDINE MABEL

Brisbane,Australia

Summary

Detail-oriented tech support real-time analyst with 4 years of experience in real-time analytics and proficiency in Zendesk and Jira. Highly adaptive and skilled in troubleshooting and problem-solving, I excel at enhancing user experiences and optimizing support operations, ensuring efficient resolutions and customer satisfaction. Passionate about leveraging technology to drive results.

Overview

16
16
years of professional experience

Work History

Real Time Analyst

LUNO GLOBAL
02.2022 - 06.2025
  • Developed Google Apps Script to automate open conversation reporting, saving five hours weekly in administrative tasks.
  • Implemented data cleansing processes to resolve historical inconsistencies and enhance reporting accuracy.
  • Identified and corrected SBR discrepancies, reducing ticket misrouting and agent reassignments by 40%.
  • Analyzed real-time data for workforce scheduling, increasing operational efficiency by 15%.
  • Created over 15 macros in Zendesk to optimize routing processes, improving customer support efficiency by 20%.
  • Coordinated cross-functional teams to facilitate transition from Kustomer to Zendesk, ensuring 100% operational continuity.
  • Utilized Atlassian Jira for escalations and managed tasks using Notion, Trello, and HiBob.
  • Reviewed and processed customer verification requests during peak periods to ensure regulatory compliance.

Customer Support Specialist

LUNO GLOBAL
05.2021 - 02.2022
  • Performed in-depth customer due diligence evaluations for client identity verification.
  • Analyzed financial transactions for suspicious activity and compliance with regulations.
  • Engaged with clients to gather necessary documentation for KYC verification.
  • Verified customer identity using public records, financial databases, and other resources.
  • Ensured that all AML and KYC policies are properly implemented across the organization.
  • Assisted in the investigation of fraudulent transactions and related activities.
  • Provided prompt and courteous customer service to clients.
  • Handled customer service inquiries in an efficient manner while providing excellent customer service.

Bussiness Development Manager

Gerry Gs
01.2016 - 12.2018
  • Increased weekday lunch sales by 80% through corporate contract with CIMB Bank.
  • Created brand identity, including logo, brochure, and promotional materials.
  • Authored SOP manual to enhance internal workflows across departments.
  • Managed social media strategy, growing followers from 1K to 3K.
  • Introduced data tracking sheets to analyze customer footfall patterns, reducing wait times by 30%.
  • Implemented loyalty program with QR-based stamp cards, boosting repeat visits by 22% within three months.
  • Led vendor negotiations and digitized procurement via Trello, decreasing kitchen stock waste by 18%.
  • Designed seasonal promotional campaigns using targeted Facebook ads, achieving threefold ROAS.

Business Development Manager

Baynunah Group Of Companies
05.2011 - 01.2016
  • Developed strategic partnerships that significantly enhanced market presence and drove revenue growth.
  • Conducted market analysis to identify new business opportunities in UAE and SEA.
  • Collaborated with cross-functional teams to align business objectives and strategies effectively.
  • Achieved 80% productivity increase and 45% cost savings through renegotiation of supplier contracts.
  • Designed marketing collateral and established vendor partnerships to strengthen brand visibility.
  • Oversaw sales forecasts and platform-wide communication strategies to optimize outreach.
  • Automated monthly performance reports with pivot tables, accelerating boardroom decision-making.
  • Pioneered internal newsletter system, increasing employee engagement and fostering transparency.

Personal Assistant

Baynunah Group Of Companies
01.2011 - 05.2025
  • Managed daily calendars for executives and coordinated appointments efficiently.
  • Prepared meeting agendas and took detailed notes during executive meetings.
  • Communicated with clients and vendors to facilitate smooth operations.
  • Developed presentations using software to support executive initiatives.
  • Provided administrative support by handling correspondence and reports promptly.
  • Ran errands to help with daily tasks, enabling employer to focus on more pressing duties.
  • Answered incoming calls and emails promptly while managing the executive's schedule accordingly.

Merchant Services Representative

AMERICAN EXPRESS
01.2009 - 01.2011
  • Managed portfolio of 250+ merchant partners across Australia and New Zealand, delivering phone and email support to enhance relationships and increase card acceptance.
  • Promoted tailored fee-based products, utilizing insights from Asia Pacific Japan market to meet merchant needs.
  • Identified opportunities for card usage growth and brand engagement through strategic outreach and educational initiatives.
  • Reversed surcharge cases, resulting in USD 2.5 million in volume recovery.
  • Achieved Top Sales Awards in Q1, Q2, and Q3 of 2011 for exceptional performance.
  • Designed e-flyers that contributed to notable sales performance improvements.
  • Received multiple awards for Outstanding Effort and Sales Excellence throughout tenure.

Education

Bachelor Degree - Digital Media

Limkokwing University
Malaysia
12.2021

Diploma - Multimedia

Limkokwing University
Malaysia
12.2009

Skills

  • Microsoft 365 and Google Workspace
  • Jira, Trello, and Zendesk
  • Data analytics and reporting
  • Generative AI and prompt engineering
  • ITIL support and project management
  • Stakeholder engagement

References

  • Muneer Peters, Workforce Manager, muneerpeters@luno.com
  • Valerie, CS Operations Manager, SEA, valerie@luno.com

Projects

  • Microsoft Copilot integration in daily workflows, leverage Microsoft Copilot in Excel to automate reporting, summarize SLA flows, and draft real-time alerts, reduce time spent on intraday reporting by 30% by using Copilot to generate summaries and insights from raw data.
  • Zendesk CRM migration, collaborated with cross-functional teams during a full migration from legacy CRM to Zendesk, conducted real-time queue mapping, agent reskilling, and SLA testing before and after migration, user acceptance testing, supported agent upgrades and rollouts across 5 regions, achieved a seamless transition with zero SLA disruptions
  • Skill-based routing implementation, worked with WFM and IT teams to plan and configure skill pools in Zendesk, coordinated agent capabilities with routing logic to reduce average wait times by 15%, created backup rules for dynamic rerouting during disruptions or staffing shortages
  • Intraday dashboard development (Zendesk), built and maintained real-time dashboards tracking SLAs, compliance, and queue health, Google Sheets, Excel to visualize hourly performance, dashboards are used daily by Ops Leads and help guide transition planning decisions, outage and incident coordination (Jira, Fire Hydrant), act as a real-time POC during major system outages or high-volume incidents, record immediate impact, initiate contingency queues, and send status reports to stakeholders, help reduce operational downtime by proactively adjusting agent routing

Timeline

Real Time Analyst

LUNO GLOBAL
02.2022 - 06.2025

Customer Support Specialist

LUNO GLOBAL
05.2021 - 02.2022

Bussiness Development Manager

Gerry Gs
01.2016 - 12.2018

Business Development Manager

Baynunah Group Of Companies
05.2011 - 01.2016

Personal Assistant

Baynunah Group Of Companies
01.2011 - 05.2025

Merchant Services Representative

AMERICAN EXPRESS
01.2009 - 01.2011

Bachelor Degree - Digital Media

Limkokwing University

Diploma - Multimedia

Limkokwing University

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