Gail Mary Dhas

Exceptional Service on assisting Customer of Citibank India through Emails and Calls.

This involves all Banking Products (Banking/Credit Card/Loans).

Activity Involved:

• Email query handling – Timely response to emails as per respective geography requirement.
• KYC done on Customer's account to proceed with DD issuance/Fund Transfer.
• Maker/Checker Validation done on Fund Transfer/DD issuance.
• Issuance of NOC (Credit Card/Loans) and Statements (Banking/Credit Card/Loans)
• CIBIL Clearance - Liaising with Bureaus on CIBIL update for Credit Cards/Loans.

Achievements:

• Proven track record on Streamlining the process within given period of time.
• Implemented Innovative strategies to proactively identify and control errors, resulting in reductions in error overall.
• Created Process Manual for Loans.

Processing the account closure. Process involved closing of customer accounts and sending balance amount to the customer in form of check or Fund Transfer.

Activity involved :

• Balance/Zero Balance Account closure
• Maintained Proper Track of Closure, rejected, Pending accounts,(Excel).
• Creation of Financial Ticket File and send for Stateside approval
• Stop/Reissue Check Activity, Check Cutting, Print Teller Totals
• effectively guiding team members and ensuring seamless continuity of operation in the absence of Team Lead.

Achievements :

• Achieved "Silver" award for Second Quarter and Bronze for Third & Fourth Quarter for the Year 2021.
• Rewarded and recognized with "Medal of Honor" for the Year 2022 with Bronze award in First, Third and Fourth Quarter.

Provided exceptional customer service and resolved inquiries promptly through live chat by maintaining Customer Satisfaction Rating.

Activity Involved:

• Demonstrated proficiency in handling a high volume of customers queries regarding banking products, transactions, and account inquiries via chat.
• Account maintenance on Credit cards and Retails Accounts such as Card order, Contact details update and card/account closure.
• Processing fees, interest reversal, Submitting service request, payment investigation and disputes.

Achievements:

• Achieved "Silver" award for Second Quarter, 2020.
• Received "Citi Applause" for idea generation.

Provided exceptional email and chat support to customers, addressing inquiries and resolving issues related to orders, products, payments, and website navigation.

Activity Involved:

• Assisted customers in placing orders, tracking shipments, and resolving any delivery or product quality concerns
• Responded to customer inquiries in a timely manner, consistently meeting or exceeding response time targets both Chat/Email.
• Collaborated with internal teams to identify and resolve technical issues affecting the eCommerce platform and customer experience
• Maintained accurate and up-to-date customer records, ensuring data integrity and privacy

Achievements:

• Rewarded and recognized with Platinum, Gold and Silver Awards for Quality and Productivity.

Provided exceptional customer support via both voice and non-voice channels,
addressing inquiries, resolving issues, and ensuring customer satisfaction.

Activities Involved:

• Handling inbound calls, and emails, demonstrating patience, empathy, and
  professionalism in all interactions.
• Maintained tracker on Escalation calls and liaising with internal teams on resolutions.
• Conferred with management and vendors to discuss defective and unacceptable services and determine corrective action

Achievements:

• Recognized and rewarded for maintaining proven track record on quality on Emails and Calls.

• Maintained consistent use of graphic imagery in materials and other marketing outreach
• Obtained approval of concepts by submitting rough drafts to management or to client
• Studies done on Sea creatures and Shells, created and designed book

• Perform all check-in and check-out tasks
• Manage online and phone reservations
• Inform customers about payment methods and verify their credit card data
• Register guests collecting necessary information (like contact details and exact dates of their stay)
• Welcome guests upon their arrival and assign rooms