Responsibilities:

• Interacting with and servicing company’s customers and clientele globally to satisfy them and fulfil business objectives.

• Speaking to customers all over the world to answer queries and resolve problems related to Visa and Mastercard card accounts, transaction details, activations, cancellations, bill payments, funds transfers, cash loads, direct deposits, pre authorizations, hotel incidentals, disputes settlements and chargebacks.

• Trained with the Fraud Monitoring Center (FMC) to be able to oversee and detect fraudulent patterns on card accounts and follow Standard Operation Procedures(SOP’s) to address them.

• Identifying fraudulent charges on cardholder’s accounts by using effective probing skills with card holders and then initiating a dispute process following screening of red flags and processing a chargeback if required

• Ensuring compliance with all the security standards of the prepaid card industry which include PCI-DSS, Anti-Money Laundering laws, Regulation E, cardholder verification procedures and notifying suspicious activity on cards to authorized persons.

• Communicating with the relevant departments within the company’s hierarchy to get problems solved within expected time frames.

• Worked on the company designed OTRS online ticketing system to close a ticket and address any concern raised by a peer or customer using that portal.

• Trained on Multiple card programs and developed working knowledge of how each one operates and has different designs, functions, fees, processes and SOPs that need to be followed.

• Being part of the weekly Quality Assurance and agent review process which gave me an opportunity to put myself in their shoes and polish my skill set at the same time.

• Scoring 100% on the company’s weekly and monthly refreshers and quizzes.

• Gained recognition and appreciation directly from clients (GreenDot corp) for my excellent interpersonal skills and, customer management through

I worked at Ibex Global for selling and upselling American Cellular company ATT's products and devices.
Reach sales targets.
Upsell products to existing customers.
Close sales.
Forward and coordinating sales closing with supervisors and back office people.
Follow up on potential leeds

Responsibilities:

• Handling and solving queries and problems of customers/clients in USA related to various mobile phone services and products within effective time frames.

• Using web console to affect different processes required for transferring phone numbers, porting to a different network, placing PIN for security, verifying customer details, editing details if requested, doing recharge or top up and providing call detail record in some cases.

• On a different project concerned with credit cards of clients in USA, duties involved checking fraudulent charging of the cards, cancelling particular orders placed by clients using their cards and generating refunds if applicable in most cases via a web based console.

• Editing online journal for every customer after each call, mentioning the customer query, the solution I presented and whether it was successful or not. The job demanded the skill of editing journals while being on call with a client such as to speed up the process and bear the pressures of a large call volume.

• Managing large call volumes and maintaining efficient call wrap up time.

• Maintaining good communication standards involving voice clarity, good listening skills, coherent speech, and smooth English language, ability to understand and address problems, politeness and proper phone etiquettes.

• Being able to work with and collaborate with team of agents and supervisors. Requesting supervisor intervention on calls if necessary and forwarding information to supervisor in the form of online tickets for certain issues or problems out of my job description.

• Having established myself as a competent and a senior employee, I was required to train newly recruited agents on the same projects and help them keep pace under my direct supervision.