Abhay Padma Das

• Account Management and Information Provision : Provided required information regarding accounts, cards, transactions, etc., in accordance with SLA (Service Level Agreement) and priority guidelines.
• Fraud Resolution : Summarized and drafted resolutions or conclusions for customer fraud concerns. Provided appropriate resolutions to customer queries and complaints regarding fraud, scams, financial difficulties, etc.
• Customer Support and Experience Enhancement : Assisted customers in establishing direct connections with their support teams, enhancing their banking experience and saving time.
• Financial Validation : Examined the source of funds of customers to validate triggers and account activity.
• Banking Service Cross-Training : Cross-trained in providing customers with access to bank services, including cheque books, credit books, credit cards, and debit cards after verifying account statuses for fraud or scams.
• Transaction Management : Addressed customer queries related to various transactions such as payment setups, foreign transactions, cash withdrawals, BACS, CHAPS, etc.
• Team Management and Training : Allocated work to team members by organizing received data. Conducted process training and update sessions for new and existing team members.
• Specialized Knowledge : Well-versed in additional terms and conditions, including bonds, high alert regions, court orders, prison customers, and Suspicious Activity Reports (SARS).

|※| Specialty in Individual Savings Accounts (ISA):

• Proficient in managing and advising on Individual Savings Accounts (ISA), offering customers insights into tax-efficient savings options.
• Calculated interest rates and adjusted terms for ISAs, offering customized savings solutions to optimize returns and align with customer financial objectives.
• Assisted customers with ISA account setup, providing guidance on contribution limits, eligibility criteria, and investment choices.
• Educated customers on the benefits and features of various ISA types, such as Cash ISAs, Stocks and Shares ISAs, and Innovative Finance ISAs.
• Monitored ISA portfolios to ensure compliance with annual allowance limits and provided timely recommendations for optimizing returns.
• Resolved customer queries and concerns related to ISA transactions, withdrawals, and transfers, ensuring a seamless and personalized banking experience.

• Provided exceptional customer service by addressing inquiries and resolving issues promptly and effectively, maintaining a high customer satisfaction rate of 95%.
• Resolving customer queries regarding past-due payments, late fees, interest charges, and rewards through live chat support.
• Managed credit card accounts, balances, investigations, replacements, and disputes.
• Resolved customer requests, questions, and complaints by analyzing individual situations and determining the best use of resources.
• Used CRM like Salesforce to keep track of customer interactions, purchases, and feedback. Added notes for each customer contact, used analytics to understand customer behavior, and updated customer details regularly to keep the information accurate.
• Participated in team meetings to discuss performance metrics, share best practices, and identify areas for improvement.
• Mentored new team members, enhancing their product knowledge and customer service skills.

• Managed computer-based platform with multiple applications, including transcription, multitasking, chatting, and messaging to maintain effective communication with customers
• Researched affordable transportation methods and performed safety audits on equipment
• Achieved high customer ratings on post-service surveys for timeliness, resolutions, and customer service
• Assisted the department with email-based and live chat support.