• Provide institutional onboarding email support in a timely manner to clients across the globe via salesforce. • Analyze eligibility for onboarding applications for clients and approve or reject their applications based on the strict company criteria. • Thoroughly review documents submitted by clients for each application, ensuring that they fully comply with the company's rigorous regulatory standards. • Conduct regular due diligence and background checks to ensure that clients adhered to the company's AML and KYC requirements. • Escalate clients to our compliance team when necessary and maintain open communication with clients to obtain any additional required documentation.

• Attend regular meetings with the client which involved ways to improve customer satisfaction and ways to streamline technical support from the agents with the use of interactive workflows. • Provide coaching and training to both new hires and tenured agents. • Provide aftersales technical support to customers who encounter issues with their smart home ecosystems primarily through inbound calls and maintained case ownership to ensure that they were satisfied with the outcome. • Attempt to empower every customer even further by offering to send a follow up email which included self-service material. • Schedule and create suitable service call appointments for customers and ensured to follow up on each appointment. • Manage the RTA and monitored agent adherence to its standards. I also provided feedback to agents who were not meeting the requirements and reported any issues to the WFM team.

• Provide presale and aftersales support to customers using Google Nest products via inbound calls, chat and email. I always ensured that I met the client's SLA and KPI requirements. • Maintain a quality and customer feedback score above client target of 90% on a monthly basis. • Troubleshoot issues with the Nest Thermostat, Cameras, Protect, Subscriptions and Works With Nest. • Thoroughly document each step of the customer experience using Salesforce and maintain case ownership. • Escalate issues to teams such as: Order Management, Installations team and Tier 2/3 Technical Support. • Attend meetings with leadership teams to improve customer satisfaction and actively promoted these projects to my colleagues. • Regularly offered consultations and shadowing to my colleagues as part of my commitment to supporting the team.