DIVYA K

Process - Wish (Chat and CR)

• Preparing reports and presentation materials on compliance activities, and performance matrices.
• Working as a Customer Retention Agent, our team helped clients to profit €300 million in the 3rd quarter of 2023, by bringing back the existing non-active customers.
• And having experience in live chat support
• Me and my team work as strategic partners for Wish E-Commerce.
• Holding last quarter's best performer with required C-sat
• Handling Escalations
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments as well as actions taken.
• Refer unresolved customer grievances to designated departments for further investigation.

Process - Payment Repairs and Process Overview (KYC)

• Payment Repairs processes electronic payments for customers in the UK and all over the world. This is done electronically using the system GPP, SOLD, full serve, and QMS.
• Conducted KYC formality reports on questionable accounts and transactions.
• We followed 3 A’s rules to process the payment which are Authenticity, Accuracy, and Authorization.
• Managing Queue’s SLA without fail.
• Offered internal support for audit, compliance, and reporting activities.

• Produced high-quality communications for internal and external use.
• Provided quality clerical support through data entry, document management, email correspondence, and overseeing the operation of office equipment.
• Managed tax drawers, resolved variances, and filed company receipts.
• Supported staff on special assignments and ad hoc projects.
• Maintained filing system and organized customer documents for easy retrieval of information.