Balerao Divya Sai

• Examined and evaluated account activity, including registrations, deposits, bonuses, and withdrawals, and provided customer support via Live Chat, Telegram, and Email.
• Conducted thorough validation of account profiles and details, utilizing device ID, location history, and verifying authenticity of documents such as NID, POA, Passport, Credit Card, and other relevant documents.
• Monitoring payment transactions in real-time to identify suspicious activities, unusual deposit and withdrawal patterns. This involves using fraud detection tools, systems, and analytics to proactively identify and mitigate risks.
• Determined Turnover Requirements, validated winnings, and ensured game logic compliance before processing payouts. This includes gathering evidence, analyzing data, and collaborating with relevant teams to resolve issues, recover funds, and prevent future occurrences.
• Collaborated with internal departments to address payment and technical issues, raising JIRA tickets to escalate and ensure prompt resolution.
• Troubleshoot and resolve customer issues related to platform usage, leveraging technical expertise for efficient problem-solving.
• Generated reports and analyzed data using various tools to improve customer service processes, identify areas for improvement, and monitor performance based on metrics, customer feedback, and satisfaction surveys.

• Engaged in cold-calling from a specific database for lead generation and database management, and effectively delivering comprehensive information on academic courses to prospective learners.
• Collaborated cross-functionally with other departments to create and execute successful marketing strategies, resulting in elevated lead generation and enhanced conversion rates.
• Following up with prospects and effectively addressing any concerns or objections they had which helped in closing sales within the expected timeframe and successfully converted leads into final admissions.
• Interacted consistently with leads and utilized multiple channels to prime them for conversion, including email, WhatsApp, SMS, and phone calls.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.

• Effectively communicated product information to customers while utilizing up-to-date sales knowledge, resulting in increased customer satisfaction and successful acquisition of new bank accounts in strict adherence to established rules and guidelines.
• Demonstrated proficiency in facilitating fund transfers to assist customers with overdrafts while strictly adhering to established bank operations guidelines.
• Cross-sold bank products and services to customers by leveraging a deep understanding of their unique needs, while adhering to the bank's program standards to ensure compliance and customer satisfaction.
• Utilized various tools such as Customer Relationship Management (CRM) software and databases to effectively monitor the progress of new prospects and provide timely and relevant updates to the relevant stakeholders.
• Demonstrated proficiency in swiftly and efficiently resolving customer complaints during initial interactions, resulting in high rates of First Contact Resolution (FCR) and enhanced customer satisfaction.
• Successfully negotiated and closed deals while effectively managing customer complaints and objections. Collected valuable feedback from customers and collaborated with internal teams to ensure prompt and effective resolution of any issues, resulting in enhanced customer satisfaction and retention.

• Demonstrated expertise in customer service by effectively communicating with potential and existing customers, and providing tailored solutions to meet their needs.
• Educated customers on the advantages of products and services, resulting in increased customer satisfaction.
• Proactively resolved complex customer complaints and issues by promptly escalating them to relevant teams for further assistance.
• Prioritized and managed support requests, ensuring timely resolution and keeping support tickets up to date.
• Maintained detailed records of customer interactions, including transactions, comments, and complaints to improve customer experience.
• Cultivated a positive, empathetic, and professional demeanor while interacting with customers, creating a friendly and welcoming environment.

• Delivered exceptional customer service by actively listening to customers, demonstrating empathy, and resolving issues in a timely and effective manner, resulting in improved customer experience.
• Managed a wide range of customer service and administrative responsibilities to promptly address customer concerns and resolve issues, leading to high customer satisfaction ratings.
• Received consistent positive feedback from customers, acknowledging a commitment to providing excellent service.
• Demonstrated a keen interest in improving sales skills and expanding product knowledge, leading to increased customer engagement and retention. Consistently updated and utilized product knowledge to provide informed solutions to customers.

• Responding to customer inquiries via email regarding shipping status, delivery dates, and product availability.
• Address customer complaints and issues, such as delayed deliveries or lost shipments, collaborate with internal departments and carriers in order to resolve the matter effectively
• Experience with tracking and monitoring shipments
• Processing orders, returns, and exchanges, and updating customer account information.
• Ability to coordinate with multiple stakeholders (carriers, suppliers, customers, etc.)
• Providing customers with information on shipping rates, delivery options, and product specifications
• Tracking possible discrepancies regarding deliveries to customers and processing order corrections