Business and Process OptimisationData Transformation and WarehousingDigital Transformation
Financial Crime and ComplianceHR and organisational changeSystem and Cloud Development TestingSystem Implementation
I am an experienced professional in Information and Communication Technology and Management, Policy and Governance with 7 years of work experience. I have a diverse background in programming, IT testing, management analysis and consulting.
My responsibilities included suggesting improvement ideas for the services offered by the Careers Team, attending workshops with Handshake to enhance my knowledge of the application, and creating engaging and informative reels for the University's careers page. I achieved increased user engagement, improved services, increased knowledge, and provided informative reels.
Suggesting improvement ideas
Increased user engagement
Provided informative reels
I have been a Microsite associate for 4 years. My responsibilities include assisting sellers with their account-related queries, introducing process improvement ideas for customer satisfaction and streamlining procedures, working on projects related to defect mechanisms, testing existing processes and launching proposed tools, and deputizing on behalf of line manager in their absence along with conducting team meetings for daily process updates. During this time, I have achieved streamlining of procedures, conducted team meetings, introduced process improvement ideas, and successfully resolved customer queries.
Assisting sellers with queries
Improving customer satisfaction
Testing processes and launching tools
Deputizing in absence of line manager
Conducted team meetings
Introduced process improvement ideas
Resolved customer queries
senior customer service representative
As a Senior Customer Service Representative, I was responsible for solving customer account related queries through chats, receiving a high number of positive feedbacks from customers (35 responses per day) and coaching team members to improve metrics. I achieved the highest number of positive feedbacks from customers, solved queries efficiently, and improved metrics.
Solve customer queries
Coach team members
Efficiently solved queries
customer service representative
I have three years of experience as a Customer Service Representative. My responsibilities included assisting customers with their bank accounts, credit cards, and loan related queries through phone calls. I was also responsible for identifying and reporting fraud on accounts through suspicious activity reports (SAR) and placing appropriate holds on accounts deemed to have fraudulent activity. I was appointed as audit marshal for compliance of data retention checks for the team. I achieved a reduction in customer complaints, identified fraudulent activity, improved customer service, and ensured compliance.
Assisted customers queries
Data retention checks
Reduced customer complaints
Identified fraudulent activity
Improved customer service
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