Operations Supervisor, Digital Wallets - Global Member Service
215 16 Street Se
• Developed and Managed an extensive Customer Support FAQ page to assist customers understand company policies and products • Managed and Trained multiple groups of Customers and Operations Support teams internationally. • Prepared and Developed new training material to effectively increase staff knowledge, skillset, and productivity. • Organized and Developed analytical business performance data - reported to Directors and VPs using MS office tools. • Prepared reports, letters, business presentations, and letters to Senior Management, Directors, and VPs• Assisted with escalated and regular inbound customer contacts regularly • Created and managed multiple systems that provide communication multi language service channels for customers in a global environment• Thorough knowledge and understanding of the Canadian AML and Anti-Bribery policies and procedures • Assisted customers with various account questions • Assessing customer’s various needs through offering product and service solutions • Respond to questions and concerns about service, products, and procedures, and escalated when appropriate• Counsel and evaluate customers needs to determine the best options that meet the customer’s needs appropriately • Being a point of escalation for all customer service advanced issues• Acting on customer’s feedback appropriately and escalating where necessary
