Brishane Dsouza

• Understand client issues, be responsible for resolving the issue with limited follow-up to clients, and be accountable for client satisfaction through the ownership of the problem.
• Investigating and resolving generic and complex issues.
• Building knowledge of Private Bank products and services.
• Using technology to capture and fulfill client requests in appropriate systems.
• Working independently with supervision, and escalating issues as necessary to resolve client requests in a timely manner.
• Resolving issues by identifying underlying, or hidden, problems and patterns.
• Maintaining high standards of client service by consistently meeting client requests, providing, and ensuring client satisfaction.
• Prioritizing executing initiatives, tasks, and details in an efficient manner.
• Building good communication with internal partners and clients.
• Collaborating with respective client-facing teams and internal business groups to deliver and execute client transactions.

• Creating great experiences for our Chase customers by resolving inquiries with promptness.
• Responsible for maintaining good customer relations and providing solutions that are mutually beneficial to the cardholder and the bank.
• Provided accurate information about products and services to customers.
• Achieving campaign goals and ensuring compliance with quality standard.

Subject Matter Expert (Nov 2022 - July 2023)

• Responsible for conducting refresher sessions
• Conducting briefing regarding important process updates
• Coaching associated with OJT, along with regular feedback, to improve CSAT.
• Leading the team's weekly competition to drive performances.
• Conducting team bonding sessions.
• Making sure the quality of calls by doing regular call monitoring.
• Keeping the team up to date with MTD stats by maintaining and publishing the MTD stats report.