Allan Fernandes Email & Phone Number

Dubai, Ae

Dubai, United Arab Emirates

YAP Payment Services is a financial technology company that offers digital payment solutions and services. YAP offers a current account in partnership with National Bank of Ras Al-Khaimah PJSC.Job Responsibilities: • Examined and assessed customer transactions in order to detect and disclose any questionable behavior following AML protocols and guideline. • Acted as the primary point of contact for escalation, coordinated with bank along with internal-external teams to ensure… Show more YAP Payment Services is a financial technology company that offers digital payment solutions and services. YAP offers a current account in partnership with National Bank of Ras Al-Khaimah PJSC.Job Responsibilities: • Examined and assessed customer transactions in order to detect and disclose any questionable behavior following AML protocols and guideline. • Acted as the primary point of contact for escalation, coordinated with bank along with internal-external teams to ensure complete resolution and customer satisfaction is achieved.• Assisted customers with onboarding, transaction history, App navigation, KYC updates, disputes, refunds, statement history, claims, chargebacks. • Created process knowledge handbook for both current and new projects, WFM reports for B2B and B2C process including AHT, MTD, rosters for shift and breaks allotment. • Accomplished 95% of the assigned task on time, received high ratings in performance, adherence, customer and business satisfaction. Show less

Mumbai, Maharashtra, India

Three UK, often referred to as Three, is one of the largest telecommunications company operating in the United Kingdom.Job Responsibilities: • Provided leadership, guidance, and support to a team of 14 - 20 agents, and delivering superior customer service to all members both internally and externally during the day/night shifts.• Evaluated agent/team performance and provided regular feedback to assist in their growth, advancement, and adherence to guidelines, regulations… Show more Three UK, often referred to as Three, is one of the largest telecommunications company operating in the United Kingdom.Job Responsibilities: • Provided leadership, guidance, and support to a team of 14 - 20 agents, and delivering superior customer service to all members both internally and externally during the day/night shifts.• Evaluated agent/team performance and provided regular feedback to assist in their growth, advancement, and adherence to guidelines, regulations, policies & procedures, all while fostering a positive and upbeat atmosphere.• Created new standards in record-breaking staff retention by implementing successful employee development programs, boosting morale, and enhancing mentoring abilities.• Improved skills by becoming a part of the Work Force Management team and created data reports for Team Leaders/Managers and the Head of the department. Scheduling roster across all prosses within the company. • Monitored and analyzed call/chat/email volume patters, real time activity, and made adjustments as per business requirement. Completed any additional ADOC work like shift swap/leave request/ transportation arrangements. Show less

Mumbai, Maharashtra, India

Lloyds Bank, officially known as Lloyds Banking Group, is a prominent British financial institution that operates as a commercial bank. It is one of the largest banks in the United Kingdom.Job Responsibilities:• Offered great customer service by quickly addressing customers concerns and queries via different channels, such as phone, email, and chat.• Mentored junior staff and peers, promoting knowledge and skills, one to one session, within the organization.• Resolved… Show more Lloyds Bank, officially known as Lloyds Banking Group, is a prominent British financial institution that operates as a commercial bank. It is one of the largest banks in the United Kingdom.Job Responsibilities:• Offered great customer service by quickly addressing customers concerns and queries via different channels, such as phone, email, and chat.• Mentored junior staff and peers, promoting knowledge and skills, one to one session, within the organization.• Resolved customer complaints and issues, escalating complex problems to the appropriate department or supervisor when necessary.• Maintained comprehensive knowledge of the bank's products, services, policies, and procedures to provide accurate and up-to-date information to customers. Show less