Dispute Agent - Services

• Feb 2023 - Present

Senior Customer Experience Agent

• Sep 2022 - Feb 2023

Customer Experience Champion

• Feb 2021 - Aug 2022

-Responding professionally to Customer enquiries via email,chat and phone calls using the Kustomer Platform. -Deep diving into customer’s issues and providing resolution where applicable. -Troubleshoot customer’s problems and escalation to tier 3 support or other parties where required. -Managing customer expectations regarding estimated response times for issue resolution -Collaborate with team members to properly manage and resolve customer inquiries. -Document solutions for… Show more -Responding professionally to Customer enquiries via email,chat and phone calls using the Kustomer Platform. -Deep diving into customer’s issues and providing resolution where applicable. -Troubleshoot customer’s problems and escalation to tier 3 support or other parties where required. -Managing customer expectations regarding estimated response times for issue resolution -Collaborate with team members to properly manage and resolve customer inquiries. -Document solutions for knowledge base and bring new ideas or feedback to the product team for product improvement. -Quickly adapt to process and system changes and ensure accurate advice is given to customers as it pertains to the updated product features.

Customer Service Representative

• Jul 2019 - Dec 2020

• Provide primary customer support to internal and external customers in fast-paced environment. • Respond to customer requests for products, services and company information. • Be a point of contact for the customers, processing center, product and relationship managers on customer related issues. • Review and perform pre-processing controls on all documents for account opening, account maintenances and account closure • Liaise with product and business groups, branches… Show more • Provide primary customer support to internal and external customers in fast-paced environment. • Respond to customer requests for products, services and company information. • Be a point of contact for the customers, processing center, product and relationship managers on customer related issues. • Review and perform pre-processing controls on all documents for account opening, account maintenances and account closure • Liaise with product and business groups, branches, citiservice and other operations and technology units to facilitate error free transaction processing and provide information on customers' account. • Review and Signature verify facility documents received for credit risk management services and warehouse same documents. • Maintain appropriate confidentiality and security of customers and transactional information stored in any form in line with local procedures.

Transaction Service Analyst

• Nov 2014 - Jun 2019

• Executed customer transactions, including deposits, withdrawals, and checks in both local currency and foreign currency. • Ensure all transactions processed during the day are fully authorized. • Provided high-level customer service through friendly approach, strong professionalism and timely assistance with customer transactions. • Observed all procedures regarding financial and customer information to prevent possible breaches and data misuse. • Taking part in periodic… Show more • Executed customer transactions, including deposits, withdrawals, and checks in both local currency and foreign currency. • Ensure all transactions processed during the day are fully authorized. • Provided high-level customer service through friendly approach, strong professionalism and timely assistance with customer transactions. • Observed all procedures regarding financial and customer information to prevent possible breaches and data misuse. • Taking part in periodic reviews, reporting and miscellaneous activities. • Assist in annual COB activities, infrastructure and application changes.

Service Support Officer

• Aug 2013 - Oct 2014

• Promptly responded to inquiries and requests from prospective customers. • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes. • Reduced process inconsistencies and effectively trained team members on best practices and protocols. • Conferred with customers about concerns with products or services to resolve problems and drive sales. • Liaised with sales, marketing and management teams to develop solutions and… Show more • Promptly responded to inquiries and requests from prospective customers. • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes. • Reduced process inconsistencies and effectively trained team members on best practices and protocols. • Conferred with customers about concerns with products or services to resolve problems and drive sales. • Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives. • Upheld strict financial controls by keeping funds secure and accurately transferring monies. • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches. • Perform other administrative or office duties as required. Show less • Promptly responded to inquiries and requests from prospective customers. • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes. • Reduced process inconsistencies and effectively trained team members on best practices and protocols. • Conferred with customers about concerns with products or services to resolve problems and drive sales. • Liaised with sales, marketing and management teams to develop solutions and… Show more • Promptly responded to inquiries and requests from prospective customers. • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes. • Reduced process inconsistencies and effectively trained team members on best practices and protocols. • Conferred with customers about concerns with products or services to resolve problems and drive sales. • Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives. • Upheld strict financial controls by keeping funds secure and accurately transferring monies. • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches. • Perform other administrative or office duties as required. Show less

Education Officer

• 2012 - 2013

Financial accounting subject Teacher Conducted and supervised term test and Examination Scoring and recording of grades Training students on good character and career development Financial accounting subject Teacher Conducted and supervised term test and Examination Scoring and recording of grades Training students on good character and career development

Industrial Trainee- Finance Department

• Jan 2007 - Dec 2007

Recording customers' Orders Updating Customers' Records Monitoring Transactions on a daily basis Ensuring proper Bank reconciliation Paying Salaries Recording customers' Orders Updating Customers' Records Monitoring Transactions on a daily basis Ensuring proper Bank reconciliation Paying Salaries