Fatima Pereira
Mumbai
Summary
Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
26
26
years of professional experience
Work History
Accounts Specialist
JPMorgan Chase
Mumbai
12.2024 - Current
- Managed client accounts and ensured accurate data entry in financial systems.
- Communicated regularly with clients to address inquiries and resolve issues.
- Collaborated with teams to streamline account management processes and improve efficiency.
- Maintained up-to-date knowledge of financial products and services offered by the bank.
- Established customer rapport to quickly mitigate problems while complying with established support processes and procedures.
- Collaborated with other departments to resolve problems related to customer accounts.
- Recommended and implemented solutions based on issue analysis and business implications.
Customer Service Advisor II
Concentrix
Mumbai
08.2024 - 11.2024
- Provided exceptional customer support through various communication channels.
- Resolved customer inquiries and issues with empathy and professionalism.
- Collaborated with team members to enhance service delivery and efficiency.
- Assisted patients with inquiries regarding health insurance and billing processes.
- Provided customer service by answering inquiries, resolving complaints, and providing general information to clients regarding healthcare services.
Content Writer
Title Digital
London
06.2022 - 07.2023
- Updated existing content regularly to ensure accuracy of information presented online.
- Proofread all written material prior to publication for grammar, punctuation and spelling errors.
- Generated ideas for new content topics based on customer feedback and market research data.
- Edited existing content to ensure accuracy, clarity, readability and consistency with company standards.
- Developed keyword-rich SEO articles to promote brand awareness and improve organic search rankings.
- Used targeted keywords to optimize web pages for maximum visibility.
- Applied strong writing, editing and proofreading abilities to each assignment to produce best possible content.
- Conducted thorough research to produce informative and accurate articles on diverse topics.
- Performed in-depth research into topics to write clear and accurate copy.
- Brainstormed, researched and contributed content ideas that appealed to target audience.
- Validated accuracy of information, data and references in written content.
- Wrote articles and took pictures or created graphics to publish alongside articles.
- Interviewed subject matter experts to enrich content with professional insights.
Customer Service Representative
Capita India Pvt Ltd
Mumbai
10.2008 - 08.2011
- Resolved customer complaints promptly and efficiently.
- Provided accurate information about products and services to customers.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Maintained a high level of professionalism when dealing with difficult customers.
- Provided exceptional customer service to ensure customer satisfaction.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Conducted regular follow-up calls with customers after resolving their issues.
Customer Service Representative
Prudential Plc
Mumbai
11.2002 - 08.2007
- Implemented innovative methods for streamlining the customer service process.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Resolved customer complaints promptly and efficiently.
- Answered customer inquiries and provided accurate information regarding products and services.
- Maintained a high level of professionalism when dealing with difficult customers.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Provided exceptional customer service to ensure customer satisfaction.
- Conducted regular follow-up calls with customers after resolving their issues.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Reservations Incharge
Sun Village
Goa
02.2002 - 10.2002
- Responded promptly to emails sent by customers regarding their inquiries.
- Performed administrative tasks such as filing documents related to reservations.
- Prepared daily reports on occupancy, arrivals and departures of guests.
- Updated reservation records, availability, rates and other data into computer system.
- Ensured accuracy of all customer information entered into the system.
- Answered guests' questions regarding local attractions and directions.
- Checked availability of rooms upon request from potential customers.
- Resolved customer complaints in a professional manner.
- Assisted customers in making reservations over the phone and online.
- Provided assistance to front desk staff during peak times or when needed.
Secretary to the MD
Coconut Grove
Goa
04.2000 - 10.2000
- Updated contact lists on a regular basis; created new contacts as needed.
- Proofread documents before submission; corrected any errors found in grammar or punctuation.
- Sorted mail and distributed it to appropriate personnel or departments within the organization.
- Processed invoices for payment; tracked payments received from vendors and clients.
- Maintained filing systems for confidential documents; organized files for easy retrieval of information when requested.
- Performed data entry into computer systems; ensured accuracy of all entered information.
Education
CF1 UK Financial Serv, Regulation & Ethics -
CII - The Chartered Insurance Institute
London08-2007
Bachelor of Arts - Economics
Carmel College
Goa04-2000
Skills
- Creative Writing
- Content Curation
- Inbound and Outbound Calling
- Complaint resolution
- Data Collection
- Product Knowledge
- Customer Service
- Customer Relations
- Customer Relationship Management (CRM)
Languages
English
Proficient
C2
Hindi
Upper Intermediate
B2
Marathi
Intermediate
B1
Konkani
Intermediate
B1
Timeline
Accounts Specialist
JPMorgan Chase
12.2024 - Current
Customer Service Advisor II
Concentrix
08.2024 - 11.2024
Content Writer
Title Digital
06.2022 - 07.2023
Customer Service Representative
Capita India Pvt Ltd
10.2008 - 08.2011
Customer Service Representative
Prudential Plc
11.2002 - 08.2007
Reservations Incharge
Sun Village
02.2002 - 10.2002
Secretary to the MD
Coconut Grove
04.2000 - 10.2000
CF1 UK Financial Serv, Regulation & Ethics -
CII - The Chartered Insurance Institute
Bachelor of Arts - Economics
Carmel College