Riad Ali
San Juan
Summary
Resourceful Business Operations Professional with a proven ability to collaborate across multiple departments to achieve organizational objectives. Recognized for delivering exceptional customer service by resolving stakeholder inquiries promptly and earning consistently high satisfaction feedback. Experienced in applying strong investigative and analytical methodologies to identify operational irregularities, ensure compliance with Ministry policies, and provide accurate, results-driven recommendations.
Overview
10
10
years of professional experience
Work History
Business Operations Assistant I
Ministry Of Education-Funding and Grants Administration Division(Fgad)
12.2018 - Current
- Collaborated and assisted Investigating Officers and Senior Investigating Officers to address internal and external stakeholder concerns, enhance operational efficiency, and deliver exceptional customer service.
- Evaluated and processed applications via the E-Service platform in accordance with established policies and within approved financial allocations for stakeholders in the GATE Verification and Means Testing Unit.
- Ensured strict adherence to departmental and Ministry policies and procedures, maintaining the integrity and confidentiality of information.
- Partnered and assisted various departments to develop and implement improvement plans, effectively communicating expectations and results to both internal and external stakeholders.
- Accurately sorted, recorded, and transferred documents and information received via stakeholder interactions, email, and phone calls for efficient retrieval and reference.
- Demonstrated a strong commitment to customer service excellence, consistently receiving outstanding customer feedback.
- Managed a high volume of customer interactions, handling over 50 calls daily while maintaining professionalism and accuracy.
- Assisted over 100 walk-in stakeholders monthly with inquiries on the Higher Education Loan Programme (HELP), ensuring clear understanding of loan terms and compliance with contractual obligations.
- Conducted detailed investigations and analyses of financial, legal, and academic documentation for HELP applications, preparing comprehensive assessment reports that supported data driven decision making by the Credit Committee.
Investigating Officer ( On-The-Job Trainee)
Ministry Of Education-Funding and Grants Administration Division (Fgad)
01.2016 - 01.2018
- Reviewed policies, regulations, procedures, and program frameworks to ensure compliance with contractual obligations under the Government Assistance for Tuition Expenses (G.A.T.E.) Programme.
- Evaluated and processed applications via the E-Service platform in accordance with established policies and within approved financial allocations for stakeholders in the GATE Clearance Unit.
- Demonstrated strong interpersonal and communication skills by assisting and engaging directly with walk-in stakeholders to provide guidance and support.
- Conducted detailed compliance analyses of both public and private tertiary institutions and individual stakeholders to ensure adherence to G.A.T.E. Programme requirements and Ministry standards.
- Participated in outreach initiatives, including Youth Caravan and community engagement programs, to provide the public with information on the G.A.T.E. and Higher Education Loan Programme (H.E.L.P.).
- Investigated and verified applicant information during the G.A.T.E. application process, ensuring the authenticity and accuracy of submitted documentation.
- Assisted the I.T department with special projects, including compiling statistical data and conducting reviews and recommendations of postgraduate student enrolment and funding trends.
Education
Certificate - Sustainable Business Strategy
Harvard Business School
2019
Bachelor of Arts - History, Minor Psychology
University of The West Indies, St Augustine.
2013
High School Diploma -
Fatima College
2008
Skills
- Computer Proficiency (Microsoft Office Suite: Word, Excel, PowerPoint)
- Administrative Support
- Customer Service & Call Centre Operations
- Strong Communication Skills
- Policy Interpretation & Compliance
- Financial Recordkeeping
- Team Leadership & Collaboration
- Analytical Thinking
- Identity Verification & Data Integrity
- Planning & Scheduling
- Client Needs Assessment
- ID verification
- Team Management
- Planning and Scheduling
- Client needs assessment
- Communications
Affiliations
- 2009 - 2013 Hindu Society of the UWI, St. Augustine - Student Member
- 2009 - 2011 The History Society of the UWI, St. Augustine
- 2006 - 2008 The Model United Nations Association (M.U.N.A) - Member and Delegate Representative
Timeline
Business Operations Assistant I
Ministry Of Education-Funding and Grants Administration Division(Fgad)
12.2018 - Current
Investigating Officer ( On-The-Job Trainee)
Ministry Of Education-Funding and Grants Administration Division (Fgad)
01.2016 - 01.2018
Bachelor of Arts - History, Minor Psychology
University of The West Indies, St Augustine.
High School Diploma -
Fatima College
Certificate - Sustainable Business Strategy
Harvard Business School
References
Mrs. Keisha Mclean-Woods Legal Officer 1
The Integrity Commission of Trinidad and Tobago
Telephone:623-8305ext.421
Cell:384-9946
Ms. Camille Haynes
Investigating Officer
Ministry of Education
Telephone: 663-0244 ext. 531 2040
Cell:764-1547
Mrs Lisa-Marie Gildharry
Senior Implementation Developer
Insurance Systems Incorporated
Cell:389-2308