Experience

Vibrant Services

• Australia
• Security and Investigations
• 1 - 100 Employee

• Operations Coordinator

  • May 2023 - Present

  • Proactive Support: Anticipate and resolve client issues promptly to ensure satisfaction. • Relationship Management: Build strong client relationships, addressing their inquiries and concerns promptly. • Proactive Support: Anticipate and resolve client issues promptly to ensure satisfaction. • Relationship Management: Build strong client relationships, addressing their inquiries and concerns promptly.



Revolut

• United Kingdom
• Financial Services
• 700 & Above Employee

• Fincrime Analyst

  • Nov 2022 - Apr 2023

  Revolut is the UK tech company with a focus on digital banking, multi-currency capabilities, financial tools, and global expansion, as well as various supplementary services, such as travel insurance, device insurance, access to airport lounges, and cryptocurrency exchange services. • Undertaking research, documents checks, and financial crime risk assessment via internal and external sources • Identifying and analyse alerts generated by the monitoring system in order to identify potentially suspicious activity • Escalating any red flags and potential risks to the escalation team • Buddy Role: Support for the New Joiners Show less



Uber

• United States
• Internet Marketplace Platforms
• 700 & Above Employee

• Client Support Specialist

  • Nov 2020 - Oct 2021

  • Relationship Management: Build strong client relationships, addressing their inquiries and concerns promptly. • Onboarding and Training: Guide clients through seamless onboarding and provide comprehensive training. • Proactive Support: Anticipate and resolve client issues promptly to ensure satisfaction. • Resolved 20,000+ Emails and served 15,000+ Live Chats. • Maintained ABU for calls (Adherence/Quality Management System) and KPIs. • Provided Tier L1, L2 support and escalated technical issues to the Tier L3 in a timely manner. • Highlighted escalations and instructed Tier L2, L3 via calls in case of IRT/IIT incidents [Incident response team (Dealing with Accident/Injury cases)/Incident Identification team (Robbery/Verbal/Physical Altercation cases) Departments). • Maintained AHT (Average Handling Time) under 5 minutes for chats and Wrap-up time between 3 to 5 minutes for emails as per Client’s requirements and set KPIs. • Helped consumers regarding app tech issues and troubleshooting in case of an influx of orders. • Resolved approximately 6 to 8 chats in an hour for the project on demand. Pre-defined chat concurrency was 4 at a time. Show less



Voi Technology

• Sweden
• Consumer Services
• 500 - 600 Employee

• Senior Technical Support Specialist

  • Dec 2019 - Nov 2020

  • Accepted and handled inbound calls, emails, and chats. Provided troubleshooting steps to customers to sort out unresolved issues. • Assisted the company’s business partners regarding onboarding and registration. • Provided training to the company’s business partners on call and presented software demos regarding the company’s workforce and asset management software (Voi Fleet Management). • Identified customer and business partner requirements regarding the rider application and workforce management software. Made necessary escalations to the engineering team in order to meet those requirements. • Managed L2 escalations in accordance with agreed SLAs and support agreements. • Maintained a high level of customer engagement and satisfaction. • Used a variety of instructional methods to ensure maximum delivery effectiveness. • Learned new product enhancements quickly to include in training resources. • Executed implementation project plans at the direction of the operations manager based on client and customer needs, resources, and timelines as part of a project team. • Performed remote installation, configuration, and client training. • Managed time and resources to facilitate multiple implementation projects simultaneously. • Continually investigated products and gained industry knowledge to improve performance and skillset. • Maintained business partner records by updating account information and task status using management tools and technical manual/operating procedures/knowledge base. • Worked independently to accomplish tasks to meet performance requirements. • Contributed to team effort by ensuring the highest possible level of customer happiness by understanding the needs of the customers with intuitive or directive conversation and questioning techniques. Show less



Mindbridge

• Pakistan
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Rider Support Specialist

  • Jun 2018 - Dec 2019

  Worked in Talabat an Outsourced Pilot Project to Mindbridge Pvt. LTD • Helped Delivery Partners and Consumers regarding app tech issues and troubleshooting in case of an influx of orders. • Maintained AHT (average handling time) under 5 mins for chats and Wrap up time in between 3 to 5 minutes for chats as per Client’s requirements and set KPIs. • Worked independently to accomplish tasks to meet performance requirements. Worked in Talabat an Outsourced Pilot Project to Mindbridge Pvt. LTD • Helped Delivery Partners and Consumers regarding app tech issues and troubleshooting in case of an influx of orders. • Maintained AHT (average handling time) under 5 mins for chats and Wrap up time in between 3 to 5 minutes for chats as per Client’s requirements and set KPIs. • Worked independently to accomplish tasks to meet performance requirements.