• I liaise with respective teams(Engineering, QA, Product manager etc.) and partners to drive results, thereby ensuring all customer's requests, pending transactions, complaints are managed properly and resolved effectively.• I developed and implemented an issue resolution process that reduced average resolution time from 90 days to 2 hours.• I devised IVR script for the IVR call system, which helps route calls to next available agents.• I lead a team of 4- 5 people and ensure our team's metrics for (New, unresolved and overdue tickets) are responded to and resolved swiftly, improving our resolution SLA by 80%.• I created the macros (Call, Chat, and Email) for the Team, which improved the user experience and increased our CSAT by 70%.• I developed the compliance call script for incomplete KYC(Rejected and Not submitted documents) of both Personal and Business accounts, which increased the number of approved/verified accounts by 25%.• I updated and utilized the Issue resolution SOP and FAQs, which have helped improve our performance tracker.• I attend to customer and merchant disputes on Reconciliation and Settlement issues for various transactions such as POS, Transfers etc.• I collaborate with the marketing team to develop mails for KYC(Rejected and Not submitted documents)of both Personal and Business accounts, which are sent out twice a week to push for more approved/verified accounts.• I developed the Growth & Partnership team's script, handbook for the company's API integration and onboarding of prospective Clients, New (cold and warm) leads, which increased the organizational growth by 60%.• I implement the use of CRM Tools such as Airtable, Trello, Click Up, Google Docs, slides, etc. in our workflow to track our progress, customer's complaints/inquiries for record purposes and data.• Due to our partnership with Loan Agency(Lendha), I ensure that all business loan requests are met after due scrutiny and no bad credit record with the credit bureau.

• Daily, I handled the conversion of 100 - 120 unapproved personal and business accounts with incomplete compliance with a 90% target of approval of accounts reached daily. • I answered all queries and enquiries via mail, social media, and live chat using CRM Tools like (Zendesk, and Intercom), with a vast knowledge of applications like Grove HR, Bento, etc.• I used CRM Tools like Slack and google chat to ensure constant communication within my team of 6 - 8 people for swift issue resolution, which increased our (key performance indicator) KPI by 65%. • I educated new customers known as members on the smooth adoption of our products and services, also served as the main liaison between members, management, and sales agent, which drove my key roles in ensuring successful Approval, Onboarding and Retention , • I worked with the Loan department to ensure that at least 80% of loan requests were approved and pending loan issues were resolved• I worked one on one with the Reconciliation and Settlement Officer on ensuring timely and efficient reconciliation of all transactions done on the terminals, escalation to the vendors or third parties involved for resolution.

• I modified the customer service/success system to reduce complaints by 80% through the use of bestin-class Client Relationship Management (CRM) application, which helped re-establish relationships with previous existing customers.• I provided support for both fraud and card dispute team in reconciliation and Settlement for all disputes arising from electronic transactions through various payments platforms including Cards, Erroneous or Fraudulent Transfers, POS etc.• I conduct performance evaluations, coach, analyze and handle the roster for my team of 20 representatives to deliver, coordinate and ensure all day-to-day workflows are met, and work with members of the other team to address problems when they arise.• I worked with the retail loans department on loan monitoring, loan disbursement, and GSI Loan recovery. • I attended to and resolved all virtual/Physical card-related issues with the use of card applications like Arbiter and Postilion. Also queried both Mastercard and VISA cards using FIMI & FLORA applications.• Lastly, play a leading role by making sure all automated terminal (ATM) cardrelated issues such as queries, activation, and requests are received from customers and resolved by us the staff.

• I handled and resolved customer queries, cross sell the use of self-service andall bank’s products to customers.• I also participated in brainstorming new processes, kept records of customerinteractions and followed up to ensure resolution in the shortest possible time. My constant quest for personal growth won me the overall best agent award of the organization for year 2017 and 2018 respectively.• Lastly, serve as a virtual banking officer through alternate banking channels byassisting customers to perform transactions without visiting the banking hall (e.g.,confirm cheques, uncredited inflows and other transactional issues) in the most professional way.

• I promoted brand name, sales of products and services.• I implemented and indulged in awareness by creating programs to reach out tothe organization’s potential customers.• Lastly, worked hand in hand with the management department to portray theorganization’s goals and missions.

• I followed organizational standards by maintaining quality and outstandingservice. Also batched and dispatched customer’s orders with the use of application (SAP).• I resolved customer's issues and supplied clients with relevant informationpertaining to products and services.• Lastly, maintained an extensive report on daily, weekly, and monthlytransactions.