Mariam Nirosha F

Managed customer accounts for a global digital payments platform, handling queries related to transactions, billing, and account updates in a non-voice environment.

Reviewed and analyzed transaction histories to identify discrepancies, ensure accuracy, and support customer inquiries.

Performed account-level modifications including profile updates, billing adjustments, and rewards-related queries while maintaining compliance with internal policies.

Provided backend support for international customers, ensuring timely resolution of account-related issues with high attention to detail.

Investigated and resolved account disputes, including unauthorized transactions and payment conflicts, following standard risk and compliance procedures.

Worked on account limitations by assessing risk factors and taking appropriate actions to safeguard user accounts.

Conducted fraud detection and prevention activities, identifying suspicious account creation patterns and mitigating potential risks.

Verified customer personal and business information using tools such as LexisNexis, including SSN validation and identity checks.

Ensured compliance with KYC (Know Your Customer) and AML (Anti-Money Laundering) guidelines during verification and review processes.

Collaborated with cross-functional teams to resolve complex cases and improve customer experience.

Conducted background verification for U.S.-based drivers by reviewing and maintaining Driver Qualification Files (DQF) in compliance with regulatory standards.

Audited and validated critical documents including driver applications, identity proofs, address verification, and previous employment records.

Ensured accuracy and completeness of documentation to meet compliance and safety requirements.

Identified discrepancies or missing information in driver records and coordinated with relevant teams for resolution.

Maintained organized and up-to-date digital records for efficient retrieval and audit readiness.

Worked extensively with Microsoft Office tools, including MS Word, MS Excel, and Outlook, for documentation, tracking, and communication.

Handled sensitive personal information with a high level of confidentiality and data security.

Supported quality checks and process improvements to enhance verification accuracy and turnaround time.

Performed end-to-end background verification for candidates employed across India, ensuring compliance with company and regulatory standards.

Audited and validated key documents including application forms, identity proof, address verification, employment history, and educational qualifications.

Conducted detailed database checks covering criminal records, civil litigation, and directorship status to assess candidate risk profiles.

Analyzed verification findings and flagged discrepancies, inconsistencies, or adverse records for further review.

Maintained accurate and up-to-date records in internal databases to support audit readiness and reporting.

Coordinated with internal teams and external agencies to complete verification processes within defined timelines.

Ensured strict confidentiality and secure handling of sensitive personal and legal information.

Contributed to improving verification accuracy and turnaround time through adherence to standard operating procedures.

Web Chat Customer Support Specialist – Citi Bank (US Process)

Delivered real-time customer support via web chat for U.S. credit card customers, ensuring prompt and accurate query resolution.

Assisted customers with credit card transactions, billing inquiries, balance transfers, and reward program details.

Explained billing cycles, payment due dates, and interest-related queries to enhance customer understanding.

Handled basic technical support issues related to online account access and digital banking services.

Ensured compliance with banking regulations and maintained data confidentiality while handling sensitive financial information.

Achieved high customer satisfaction by providing clear, concise, and solution-oriented responses.

Web Chat Representative – AT&T (US Telecom Process)

Provided customer support through web chat for U.S.-based telecom customers, addressing mobile network, data usage, and service-related issues.

Resolved queries related to billing, data charges, international travel packages, and online payments.

Guided customers in selecting suitable plans and services based on their needs.

Promoted and sold DIRECTV services, contributing to revenue generation and meeting sales targets.

Assisted customers with troubleshooting basic technical issues related to mobile services and applications.

Maintained strong communication skills to handle multiple chats simultaneously while ensuring quality service.