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Data Analyst
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Business and Process Optimisation Business and Process Optimisation Data Transformation and Warehousing Data Transformation and Warehousing Digital Transformation Digital Transformation
Financial Crime and Compliance Financial Crime and Compliance HR and organisational change HR and organisational change System and Cloud Development Testing System and Cloud Development Testing System Implementation System Implementation
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About me

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.

Communication Leadership Customer Service
CommunicationCustomer ServiceData AnalysisLeadershipProblem Solving
Sep, 2022
career coach
Educational Services
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.
Key responsibilities Key responsibilities
  • Suggesting improvement ideas
  • Attending workshops
  • Creating reels
  • Enhancing knowledge
Key achievements Key achievements
  • Increased user engagement
  • Improved services
  • Increased knowledge
  • Provided informative reels
Oct, 2018
Jan, 2022
microsite associate
Digital Solutions
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.
Key responsibilities Key responsibilities
  • Assisting sellers with queries
  • Improving customer satisfaction
  • Testing processes and launching tools
  • Deputizing in absence of line manager
Key achievements Key achievements
  • Streamlined procedures
  • Conducted team meetings
  • Introduced process improvement ideas
  • Resolved customer queries
Aug, 2017
Apr, 2018
senior customer service representative
Customer Service
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.
Key responsibilities Key responsibilities
  • Solve customer queries
  • Receive feedbacks
  • Coach team members
  • Improve metrics
Key achievements Key achievements
  • Highest feedbacks
  • 35 responses/day
  • Efficiently solved queries
  • Improved metrics
Dec, 2014
Jun, 2017
customer service representative
Financial ServicesFinancial Services
Financial Services
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.
Key responsibilities Key responsibilities
  • Assisted customers queries
  • Reported fraud
  • Placed holds
  • Data retention checks
Key achievements Key achievements
  • Reduced customer complaints
  • Identified fraudulent activity
  • Improved customer service
  • Ensured compliance