Regina Dhungana

Achievements/Tasks

• Collecting and analyzing required information from the customer over a call.
• Resolving 500+ weekly USA customer queries consistently exceeding targets.
• Performing general accounting handling functions such as closing and placing account on hold, filing lost and stolen and claims.
• De-escalated problematic customer concerns and achieved 95% avg customer satisfaction rating to date.

Ancillary Project- Premium Customer Service.

• Handling escalated Technical Calls effectively using LogMeIn Rescue.
• Utilizing advance tools and techniques to identify the root cause and troubleshooting technical problems.

Achievements/Tasks

• Administered internal quality audits over 50 calls in a day for sales and confirmation team and assessed results to inform corrective action measures
• Take 50+ calls in a day for Master cards USA customers.
• Created and collaborated in implementation and maintenance of customer complaint log and initiating mails for action against agent.