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概要
Track record of directing overall functions of customer service operations to ensure optimum satisfaction of clients.I am a highly committed customer support professional with 09+ years’ experience identifying customer requirements, resolving varied client inquires, and creating a work culture that rewards teamwork and co-operation. Consistently achieve record-high customer contentment rankings, improvements to the bottom line, and turnaround of underperforming operations in fast-paced environments. Respected builder and leader of customer-focused teams; instil a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Adaptable and flexible with strong time-management, communication and multi-tasking skills to easily establish trusting relationships with consumers and succeed in fast-paced settings. Exceptional interpersonal and team building skills with an aptitude for building rapport with a diverse range of customers, managers, and colleagues; talent for quickly resolving issues prior to escalations.My key skills include Customer Support, Technical Support, Team Management, Client Relationship Management, Conflict De-Escalation, Process Improvement, Client Communication, Resource Allocation, Revenue Enhancement, Document Control, Record Keeping, Continues Process Improvement, Knowledge Management, Problem Solving, Relationship Building, Communication Skills, Punctuality & Time-Keeping and Microsoft OfficeMy professional background and great industrial exposure coupled with an excellent track record makes me an ideal candidate for executive roles. As such, I would welcome a discussion regarding opportunities with your organization that fit my background.
工作经历
Customer Success Manager
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Customer Care Specialist and Fraud/Chargeback Analyst
Deliver complete analytical support to senior management level reporting including STR (Shift Traffic Report), Agent wise and center wise utilization reports in presentable manner also agent’s activity reports and providing analysis and presentation on those reports to the management. Take care of help-desk tickets opened by customers regarding daily based banking issues and by clients regarding any inquiry or issues with provided applications such as credentialing, addition and removal of functionalities from the applications, developing functionalities through coordination with cross-functional teams (Engineering and Development teams) and providing training regarding different functionalities. Calling customers also sending emails, account monitoring, providing analysis about suspicious accounts. Potential Fraud Reporting & Chargeback Filing to the relevant authorities like renowned world’s leading networks i.e. Master, Visa, Discover etc.
Exercise hands-on approach to deliver daily inquiries related to normal banking, filing disputes, getting engaged with clients by email channel, provide best resolution to the customers regarding finances.
Deliver exceptional customer service to client engagement by covering all major areas in banking and provide technical support for our own establish applications which serve as payment solution.
Play a key role as a Fraud Analyst, my role was to detect fraud on the alerted accounts by reviewing their usage pattern and usage history.
CSE (Inbound Sales Executive)
Rendered keen eye for details to maintain routine communication with clients to assess overall satisfaction, resolve complaints and promote new offerings.
Modified sales techniques to specific clients and promoted products based on individualized client needs.
Upsold and closed customer sales by driving product benefits around client needs and increased revenue.
Sr. Recruitment Executive (Team Lead)
Headed a teams of Human Resource to deliver exceptional HR service to the business overseas. Determined emotional employee satisfaction and identified areas of improvement. Coached and Counseled of applicants appearing in an interview to maximize chances of getting hired. Improved and enhanced recruitment and retention processes to improve productivity. Introduced new policies and procedures and implementation to improve HR activities of affiliated businesses.
Controlled staff in the areas of organizational structure, employee database maintenance, employee relations management such as grievances, disciplinarian and other areas.
Functioned in close coordination with head of HR departments of affiliated businesses to ensure policies are obeying current employment laws.
Coordinated with seniors Managers and line managers to ensure they are up to date with any newly inducted policy also ensured becoming part of training and development programs for respective employees/team members.
