Virtual Assistant/Personal Assistant/Executive AssistantVirtual Assistant/Personal Assistant/Executive Assistant

Key Achievements:

Handle customers’ inquiries through phone, email, and chat Assist in the completion of compliance risk assessments Provide guidance, recommendations, and resolutions to help customers maintain compliant accounts. Verify information in the insurance certificate provided by the customer and ensure all information provided is correct. Make follow-ups with the customer regarding account compliance, billing, and insurance rejection. Track and follow up on missing documentation Provide an explanation of their invoices and related billing Make outbound campaigns for account compliance Accurately verify details on regulatory documents Record details of interactions in Service Cloud (SFDC) Provide necessary outbound follow-up, both via phone and email Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users) Update our internal databases with information about technical issues and useful discussions with customers Escalate customer complaints and seek out options to provide additional assistance Share feature requests and effective workarounds with team members Educate customers about new features and functionalities Gather customer feedback and share with our Product, Sales, and Marketing teams

Key Achievements:

Developing call center education materials, such as digital presentations, how-to manuals, and instructional videos. Delivering soft skills and communication skills training to agents. Monitoring calls and emails to identify gaps, coach agents through feedback sessions, and conduct refresher courses. Training experienced employees on new or updated call center procedures to improve their performance. Observing the daily operations of call center employees and identifying any areas of improvement. Liaising with team leaders and managers to conduct on-the-job coaching. Measuring the effectiveness of training sessions and preparing individual or team progress reports. Ensuring employees keep up their productivity and maintain high levels of customer satisfaction. Creating and managing trainees ' schedules, setting and editing their schedules

Key Achievements:

Responsible for handling chats and emails to provide solutions according to the customer's concerns Monitor and analyze transactions to identify suspicious activities Conduct investigations, collect evidence, and document findings in a clear, auditable format. Maintain accurate records of all fraudulent activity, including steps taken for resolution Maintain confidentiality and handle sensitive customer information in line with policy. Responsible for identifying and investigating suspicious trends, analyzing current fraud trends, and recommending strategies to prevent fraudulent activities. Support special projects related to fraud prevention, remediation, or system enhancements. Review daily transactions to spot unusual patterns Analyse customer accounts to identify risks Use fraud‑detection tools and dashboards Work with teams to prevent future fraud Report confirmed cases to managers and compliance teams Recommend improvements in fraud‑prevention processes Communicate with customers to verify activities Maintain accurate case records and evidence Support audits and legal requirements when needed