Manfred Dominic Fernandes

• Have to vigilantly monitor wire transfers, check for any suspicious transfers.
• Processing 1200+ transactions on daily basis.
• Report transfers accordingly.
• Process transactions accurately.
• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
• Carried out day-to-day duties accurately and efficiently.
• Switching from one payment queue to another as per requirement.
• Proved successful working within tight deadlines and fast-paced atmosphere.
• Worked flexible hours across days, weekend and holiday shifts.
• Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.
• Completing weekly/monthly training modules with updated process information.
• Collaborated with team members to achieve target results.
• Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
• Identified threats, vulnerabilities and suspicious behavior patterns to recommend mitigation measures.
• Partnered with fraud manager to research and investigate cases.

Senior Customer Service Representative

Before that I was in a role where in I was-

• Handling Domestic/NR inbound calls- first call resolution, raising emails, communicating with teams and manager on calls and email follow-up on daily basis.
• Handling team by Driving Sales and even Manager Callbacks.
• Pitching for sales, meeting AHT and Sales target on monthly basis.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Recommended products to customers, thoroughly explaining details.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Updated account information to maintain customer records.
• Responded to customer requests for products, services and company information.
• Increased efficiency and performance by monitoring team member productivity and providing feedback.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Delivered prompt service to prioritize customer needs.
• Followed-through on all critical inter-departmental escalations to increase customer retention rates.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Maintained up-to-date knowledge of product and service changes.
• Promptly responded to inquiries and requests from prospective customers.

• Handling 70+ inbound calls for banking process of Barclays bank UK.
• Had to give first call resolution, raise emails and follow-up on daily basis.
• Meet AHT target and NPS scores on monthly basis.
• Employed comprehensive benchmarks to establish and monitor customer service standards.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Updated account information to maintain customer records.
• Utilized proper telephone etiquette and asked in-depth questions to immediately find solutions to issues for customers.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Resolved issues through active listening and open-ended questioning, escalating major problems to manager.