Customer Service ProfessionalCustomer Service Professional

Key Achievements:

Managed high-volume financial customer support handling 50 to 60 calls per shift, delivering effective resolutions for basic to complex debit account inquiries while consistently surpassing key performance indicators across CSAT, AHT, and QA quality metrics. Processed formal dispute claims, tracked open support tickets, and smoothly transferred or escalated out-of-scope cases to specialized business units. Ensured strict compliance with privacy protocols when managing highly sensitive banking data, keeping thorough and accurate documentation for every interaction.

Key Achievements:

Supervised multi-industry Virtual Assistant teams across diverse client accounts, ensuring strict alignment with client-specific deliverables, business goals, and performance benchmarks. Executed continuous performance tracking, metric reporting, and regular client alignment meetings to identify coaching opportunities and proactively drive account growth through increased headcount and billable hours. Fostered long-term client relationships and minimized account churn by implementing proactive retention strategies and maintaining consistent service delivery standards.

Key Achievements:

Guided new business clients through complete account setup and verification, coordinating requirement gathering and partnering closely with Airwallex for validation, document compliance, and approval. Partnered with the internal sales organization to manage the new account pipeline, generating enrollment invoices post-approval and ensuring smooth handoffs to dedicated Account Managers. Maintained structured follow-ups via phone and email to expedite document submission, reducing onboarding turnaround time and enhancing initial client adoption.

Key Achievements:

Conducted bi-weekly 30-minute wellness checks with back-end support teams and Virtual Assistants, aggregating qualitative feedback to present operational insights to the Operations Manager for policy enhancements. Designed and executed weekly and monthly employee engagement initiatives to increase team retention and team morale, while facilitating seamless end-to-end onboarding and offboarding workflows. Managed regularization and annual appraisal requirement gathering from leadership teams, alongside overseeing company-wide procurement and distribution of welcome, regularization, and achievement kits.

Key Achievements:

Delivered top-tier digital customer care resolving complex cardmember requests, financial dispute claims, and open ticket inquiries while upholding strict privacy protocols and comprehensive interaction logging. Consistently met and exceeded key operational benchmarks across CSAT, AHT, and QA, while identifying value-added upsell opportunities to drive account revenue generation. Collaborated with internal cross-functional departments to escalate critical issues and streamline issue resolution workflows for high-value cardmembers.

Key Achievements:

Led and mentored a high-performing team of 15 to 20 technical support agents, delivering real-time assistance, floor support, and targeted operational coaching to achieve all account mandate KPIs. Partnered with Quality Assurance to execute call audits, identify procedural bottlenecks, and refine support call flows to minimize repeat errors across the floor. Handled complex supervisory escalations directly, resolving high-friction customer disputes while maintaining service level agreements.

Key Achievements:

Provided technical troubleshooting and account resolution across phone, chat, and email channels for complex technical inquiries, dispute claims, and ticket tracking while achieving high CSAT and QA scores. Served as Subject Matter Expert (SME), delivering real-time floor support and guidance to new team members to enforce procedural accuracy and QA call flow adherence. Leveraged customer interactions to identify upsell opportunities, contributing to account revenue targets while protecting sensitive customer data under strict compliance guidelines.