Handled high call volumes daily, meeting targets for call handling time and customer satisfaction.Upselling/promoting credit card upgrades and other bank products.Maintained deep knowledge of bank products, providing accurate information and guidance to customers.Fraudulent Transaction:Place a temporary hold or freeze on the credit card to prevent further unauthorized transactions.Cancel the credit card and issue a replacement if necessary.Advise the… Show more Handled high call volumes daily, meeting targets for call handling time and customer satisfaction.Upselling/promoting credit card upgrades and other bank products.Maintained deep knowledge of bank products, providing accurate information and guidance to customers.Fraudulent Transaction:Place a temporary hold or freeze on the credit card to prevent further unauthorized transactions.Cancel the credit card and issue a replacement if necessary.Advise the customer to change their online banking password and any other compromised credentials.Document all details of the fraud report accurately in the bank's system.Include information such as the customer's account details, nature of the fraud, actions taken, and promises made to the customer regarding follow-up. Show less

Conduct audits of sales calls to assess compliance with regulatory standards and internal policies.Analyze call recordings and documentation to evaluate the accuracy and completeness of customer interactions.Provide constructive feedback and recommendations to improve sales practices and customer service.Ensure adherence to RBI guidelines and other regulatory requirements throughout the auditing process.

E-commerce Flipkart process/ SME- Subject Matter Expert/ L2 Senior Customer Experience Officer Pre-Order Support: Assisted customers with inquiries and issues prior to purchase, providing product information, availability, and delivery details.Post-Order Support: Managed post-purchase inquiries, including order tracking, delivery status updates, returns, and exchanges. Resolved issues promptly to enhance customer experience.Account Management: Addressed account-related… Show more E-commerce Flipkart process/ SME- Subject Matter Expert/ L2 Senior Customer Experience Officer Pre-Order Support: Assisted customers with inquiries and issues prior to purchase, providing product information, availability, and delivery details.Post-Order Support: Managed post-purchase inquiries, including order tracking, delivery status updates, returns, and exchanges. Resolved issues promptly to enhance customer experience.Account Management: Addressed account-related queries, including login issues, password resets, and account security measures, ensuring compliance with privacy and data protection regulations.Fraud Management: Efficiently handled inbound and outbound calls pertaining to e-commerce fraud incidents. Implemented fraud prevention protocols and collaborated with internal teams to mitigate risks.Escalation Management: Addressed escalated customer concerns with professionalism and empathy, ensuring timely resolution and customer satisfaction. Show less

Telenor - Telecom Process/ SME- Subject Matter Expert/ Escalation Desk Executive.Telecom Process joined as a customer service associate, handling escalation calls, solving tech issues and internet related issues etc.