Amreen Fayaz
Bangalore
Summary
Blockchain and cryptocurrency enthusiast, with up to date
knowledge of global blockchain and crypto activities.
Friendly and efficient customer service team member devoted to maximizing customer satisfaction with exceptional service and support. Knowledgeable about Industry standards with strong skill in retaining product and service information to provide effective issue resolution. Collaborative team player contributes diligently and effectively toward achievement of group goals.
Overview
6
6
years of professional experience
Work History
KYC Analyst (POA)
Binance Holdings. LTD
02.2024 - Current
- Reviewed more than 250 cases involving proof of address every day, maintaining strict confidentiality and adhering to internal policies for information handling.
- Attention to detail to ensure that every case is accurately reviewed.
- Reduced the risk of money laundering and terrorist financing by implementing robust KYC policies and procedures.
- Collaborated with cross-functional teams to ensure alignment of KYC processes across the organization.
- Contributed to successful external reviews, demonstrating effective implementation of KYC standards within the organization.
- Enhanced client onboarding process by streamlining KYC procedures and reducing turnaround time.
- Supported KYC processes for prospective and existing customers.
- Reviewed new prospect KYC documents to meet requirements and determine business model risk.
Customer Service Representative
Binance Holdings Ltd
11.2022 - Current
- Handling Chats related to Crypto deposit, Crypto Withdrawal, Binance Visa Card, P2P and Wallet issues.
- Experience in cryptocurrency, compliance KYC screening and Strong orientation in data privacy and security.
- Reviewed new prospect KYC documents to ensure compliance and assess business model risk.
- Assisting users in the onboarding and offboarding process. Additionally assisted in Filing Suspicious activity report.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Process customers' financial and identification information in professional and compliant manner.
- Exceeded KPI targets
CUSTOMER SERVICE SPECIALIST
Eagleview Group
08.2020 - 05.2022
- Developing and correction of aerial imagery reports through use of proprietary software, third party software, and department methodologies
- Worked on Pictometry Images of Residential and Commercial Establishments using tools such as Connect explorer, Green Shot, Satellite Imagery
- Familiar with tools like Salesforce, order Manager, Amazon Work Space(AWS), Sitemap,
- Bothell Production and Xactimate Analysis
- Handling variety of tasks each day, including sales support, account maintenance, and reporting requests
- Providing answers to customer questions and offering troubleshooting by working with other internal teams to find the root cause and provide a resolution
- Communicated with customers to ensure product understanding, answer questions, and facilitate conflict resolution
- Maintained excellent knowledge of company's portfolio of products and services in order to understand customers' needs
- Made independent decisions to resolve customer issues with strong problem solving and analytical skills
- Communicated and co-ordinated with internal departments
- Processed and issued product orders and service upgrades for customers
CUSTOMER SERVICE ASSOCIATE
Firstsource Solutions Ltd
02.2018 - 07.2020
- Handling calls related to customer inquiries, complaints, resolving problems
- Assist customers with technical troubleshooting, Billing queries
- Investigated and resolved product problems
- Assist customers on placing an order of our products
- Collecting account and billing processing information from customers
- Resolving disputes in billing
- Handling invoice billing complaints and discrepancies, issuing credit memo when necessary
- Followed-up on customer inquiries not immediately resolved
- Provided technical support for customers on wide range of company products
- Handle 50+ customer interactions per day, giving detailed, personalized, friendly, and polite service to ensure customer retention
- Remained courteous and calm at all times, even during moments of intense customer displeasure
- Adept at handling various calls on a daily basis, while consistently resolving client issues in a short time span
- Well maintained performance based on Customer satisfaction, Productivity, and Quality scores.
Education
Bachelor Of Commerce -
Gitam University
Bengaluru, KAHigher Education (12th) -
Bishop Cotton Women's Christian College
Bengaluru, KASecondary Education (10th) -
Willington English High School
Bengaluru, KASkills
- Multi tasking skills and ability to work under Pressure
- Excellent communication and interpersonal Skills
- Excellent time management and Organizational skills
- Persuasive, emphatic with good problem Solving skills
- Ability to deal with external and internal Customer support in professional manner
- Quick learner, detail oriented and ability to Adapt to new processes in limited time frame
- Microsoft Office (Excel, Word, Outlook, Teams, Etc)
- Hands-on experience in Salesforce
- Proficient Troubleshooter
- Exceptional telephone etiquette
- Extensive knowledge on Cryptocurrency, Blockchain, NFT's , P2P Trading
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Kannada
Advanced (C1)
Urdu
Bilingual or Proficient (C2)
Timeline
KYC Analyst (POA)
Binance Holdings. LTD
02.2024 - Current
Customer Service Representative
Binance Holdings Ltd
11.2022 - Current
CUSTOMER SERVICE SPECIALIST
Eagleview Group
08.2020 - 05.2022
CUSTOMER SERVICE ASSOCIATE
Firstsource Solutions Ltd
02.2018 - 07.2020
Bachelor Of Commerce -
Gitam University
Higher Education (12th) -
Bishop Cotton Women's Christian College
Secondary Education (10th) -
Willington English High School
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