Rita Mendes

• Managed front desk and parent relations, serving as the primary point of contact for parents, students, the principal, coordinators, teachers, visitors, and staff.
• Managed E-PABEX operations and routed calls to the appropriate departments.
• Prepared and circulated non-academic circulars and official communications for students and parents from Nursery to Grade 12, ensuring timely communication with parents and students.
• Maintained filing systems, visitor records, calendars, schedules, and administrative documentation.
• Supported student dispersal and parent entry procedures, ensuring smooth movement, and adherence to school protocols.
• Provided day-to-day support to the Principal, Coordinators, and teachers from Nursery to Grade 12.
• Prepared minutes of meetings (MOM) for the principal when required, documenting key discussions and action items.
• Managed parent queries and concerns through calls, emails, and face-to-face interactions, ensuring professional communication, confidentiality, follow-up, and escalation when required.
• Coordinated parent meetings with the principal, coordinators, counselors, and teachers, while maintaining related schedules and records.
• Maintained accurate student records, Excel trackers, databases, and Google Sheets for nursery to grade 12.
• Created and managed Google Forms for collecting student, parent, and school-related information.
• Coordinated with Admissions, Academics, Transport, Books & Uniform, and Accounts teams to resolve parent queries efficiently and followed up to ensure timely resolution.
• Supported PTA (Parent Teacher Association) activities and adherence to school protocols.
• Assisted with Annual Day coordination, including vendor communication, meetings, requirements, timelines, and follow-ups.

June 2024 to June 2026.

• Conducted SIT and testing for SAP HCM Payroll, Time Management, and WFA (Workforce Administration) modules.
• Validated employee lifecycle processes, including hiring, rehire, transfer, promotion, pay change, termination, and additional assignments.
• Executed test cases and managed defect tracking through CAPE.
• Performed end-to-end payroll testing for UK and India payroll processes.
• Validated payroll inputs, including attendance, leave, overtime, shift allowance, new joiners, exits, and salary revisions.
• Verified payroll calculations, deductions, taxes, arrears, and statutory compliance.
• Supported payroll execution using SAP Payroll T-Codes.
• Performed SIT testing, retesting, and defect validation.
• Validated PA, PSA, WSR generation, and payroll reports.
• Tested time management scenarios, including work schedules, overtime, public holidays, and absences.
• Used Tortoise SVN for test script management and version control.
• Coordinated with the Payroll Functional Team for issue resolution.
• Prepared test evidence, test documentation, and defect reports.

Customer Service Associate at Tata Consultancy Services Ltd for Taj Hotels| May 2022 – May 2024.

• Handled daily customer inquiries for Taj Reservations via phone calls, live chat, and emails.
• Resolved guest issues regarding hotel bookings, billing discrepancies, and invoice complaints.
• Drafted emails following company guidelines for consistent communication.
• Managed the Neu Coins loyalty program, manually fixing point-crediting errors to maintain member loyalty.
• Handled guest escalations by coordinating directly with hotel general managers and internal desks for quick resolution.
• Maintained up-to-date knowledge of hotel offerings, policies, and luxury hospitality standards to ensure accurate customer support.
• Logged and documented all customer interactions to help improve internal service processes.

• Deliver exceptional customer service for global flight reservations, ensuring swift, friendly, and high-quality responses to customer inquiries.
• Actively promote Emirates' products and services, including Skywards loyalty programs, and Dubai Stopovers, to enhance customer experiences.
• Provide comprehensive support to travel agents, effectively addressing general inquiries, and assisting with booking-related issues.
• Demonstrate in-depth knowledge of Emirates' fare structures, policies, and procedures, to offer accurate and efficient solutions to customers.
• Arrange STPC accommodations (Stopover Paid by Carrier) and coordinate Chauffeur Drive services for premium passengers, ensuring a seamless travel experience.

• Executive Support: Scheduled appointments, organized meetings, and coordinated recruitment interviews for the CEO.
• Communication: Handled professional email correspondence and welcomed executive visitors.
• Travel Coordination: Booked and managed all travel plans, tickets, and accommodations for the CEO.
• Banking & Finance: Executed secure transactions (NEFT, RTGS), processed franchise cheques of the school, and managed petty cash records.
• Training & Onboarding: Conducted operational process training for newly hired school staff across India.
• Office Administration: Managed vendor billing, courier records, stationery inventory, and an efficient filing system.
• Confidentiality: Maintained strict confidentiality over sensitive business, financial, and personal records.

• Executive Support: Organized the Chairman's schedule, prioritized meetings, and managed reminders for upcoming commitments.
• Communication: Screened phone calls using EPABX systems, drafted correspondence, and managed emails on behalf of the Chairman.
• Visitor Management: Welcomed executive visitors, managed access to the Chairman's cabin, and organized meeting agendas.
• Travel Coordination: Planned domestic and international travel itineraries, including flight and hotel bookings.
• Office Administration: Maintained a secure filing system for official correspondence, documents, and business records.
• Special Task: Supported the Chairman with special tasks while maintaining strict confidentiality on all sensitive business matters.

• Customer Service: Welcomed passengers, assisted travelers with special needs, resolved in-flight complaints, and managed meal and beverage services.
• Flight Operations: Monitored cabin, checked aircraft cleanliness, and reported maintenance issues to the pilot and ground crew.
• Emergency Response: Managed unexpected situations like medical emergencies and turbulence, and administered first aid when required.
• Safety & Compliance: Conducted pre-flight emergency equipment checks, secured the cabin for takeoff/landing, and ensured passengers followed aviation safety regulations.
• Teamwork & Coordination: Co-ordinated with the flight captain, co-pilot, and crew members to ensure smooth operations and complete post-flight paperwork.