Abigail J. Email & Phone Number

Berlin, Germany

Berlin, Germany

Berlin, Germany

Paris, Ile-De-France, France

Client : Crédit Agricole• Incident management : Following up the concern team and coordinating until resolution• Sending reminders and coordinating between clients for requests treated by customer service (SEPAMAIL, Fournitures comptes Clic) for deposit cards, deposit cheques etc. • Implementation of new process improvement ideas for continuous improvement (Procedures, Tracking files, SOPs) • Implemented successfully the complete automated process with new arrival of tool (CAPS’NOW) from old tool (REMEDY), coordinating between the clients for the access and usage of tool

Paris, Ile-De-France, France

Client : Crédit Agricole• Managing customer relations, requests (from Regional Banks, HSBC, LCL, CACIB, CACEIS, AVEM) and classifying them based on priority as incidents and requests.• Creating requests (tickets) within time limit and assigning to concern teams• Guarantee the quality of service operation in compliance with service commitments (SLA) • Treating access requests with priority for payment tools ( E.g : IDEMIA) and access creation for merchants (TPE, without contact etc.) • Receiving calls for major incidents (ATMs) from various customers across France (DIEBOLD, WINCOR, NCR, GLORY) coordinating between the client and the technical team • Creating incidents and daily monitoring of major incidents (ATMs, merchants, payment systems, SEPA transactions and SWIFT)

Bangalore

Client : HSBCReviewing financial statements of the organization and investigating errors, discrepancies, forged/exaggerated information within the documents• Ensuring the bank performs the financial transactions and maintains the required documents and records in the manner as required by the law• Analyzing extensive accounting statements to detect any patterns or trends that present illegal activities or frauds• Investigated accounting documents of all departments and ensured compliance of each transaction with the set legal and ethical standards• Kept track of any suspicious money transfer, dealings or documents• Performed timely verification of suspicious transactions and took immediate action• Conducted inquiries of the people suspected for indulging in illegal activities• Gathered information from them to check the legality of the transactions

Bangalore,India

• Procuring content for the product catalogs on the Amazon’s Web Site. (Amazon.Fr)• Creating content from various sources (including research on the internet), interacting and coordinating with vendor and manufacturerto accurately reflect the Amazon catalog for price, product details and other product-related information.• Identifying and correcting the errors and complaints.• Deep dive into customer bad experience and fixing the root causes.• Identifying improvement areas and implementing measures to maximize customer satisfactionlevel and providing ideas for automation in process.• Mentoring and monitoring the performanceof new team members to ensure efficiency in process and leading them to meet daily individual and group targets.• Conducting internal process audits and process reviews for ensuring strict adherence to the process parameters and systems as per defined guidelines