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

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

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.
• 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.