David S.K Email & Phone Number

Bengaluru, Ka, In

India

Managing the quality of Payment specialists working in Service Payments Operations Department. Reviewing and giving live feedback to specialists working on tickets.Suggesting process improvements.Coaching Specialists to deliver best customer experience with every interaction.Giving feedback to multiple teams for each quarter in SPO for overall performance management. Outlining and updating procedures for better customer experience and satisfaction.Working with Complaints team to resolve escalations involving regulatory bodies.Conducting monthly 1:1s with agents for improving performance and team work.On-boarding new joiners in the quality team.

Bengaluru, Karnataka, India

Investigating and resolving bank transfer inquiries from our customers (in-app chat) and Revolut internal teams;Communicating closely with banking partners via SWIFT, emails and phone to resolve bank transfer errors in a timely manner;Working collaboratively with product teams on improving relevant integrations and processes;Helping the team proactively identify payment processing issues - SWIFT, SEPA, ACH, Faster Payment;

Bangalore Urban, Karnataka, India

• Took ownership of each customer while empathizing and prioritizing customer needs• Resolved conflicts and managed customer expectations• Determined customer needs and provided appropriate solutions through relationship building• Effective verbal and written communication with both external and internal customers• Documented customer account activities thoroughly and concisely• Engaged in interactive dialogue with customers through active listening• Approached problems logically and with good judgment to ensure the appropriate customer outcome• Made appropriate decisions on behalf of the customer quickly and effectively• Effectively prioritized work to ensure efficiency• Conducted research as and when needed• Critically analyzed and exercised independent judgment on fraud claims• Abided by all applicable regulatory and department practices and procedures

Bengaluru, Karnataka, India

• Was responsible for handling multiple types of customer (internal and external) contacts through our channels (phone)• Independently resolved problems by clarifying issues, researching and exploring answers and alternative solutions, thought outside the box, implemented solutions, and when necessary escalated unresolved problems• Organized, planned, and prioritized workload, and completed other assigned special projects as needed• Was responsible for maintaining a high level of professionalism with customers and worked to establish a positive rapport with every caller• Performed other duties as required and assigned by manager and upper management• Effectively communicated difficult outcomes while maintaining a positive customer experience• Maintained performance objectives such as attendance and Key Performance Indicators