Regina Dhungana

Achievements/Tasks

• Collecting and analyzing required information from the customer over a call.
• Resolving 500+ weekly customer queries consistently exceeding targets.
• Performing general accounting handling functions such as closing and placing account on hold, filing lost and stolen.
• De-escalated problematic customer concerns, maintaining calm and friendly demeanor.
• De-escalated problematic customer concerns and achieved 95% avg customer satisfaction rating to date.

Fraud Quavo-Ancillary Project- Premium Customer Service.

• Ancillary Fraud team -handling escalated Fraud related calls effectively.
• Utilizing advance tools and techniques to identify suspicious transactions or patterns that may indicate fraudulent activity.
• Compiling detailed reports on fraud incidents and conducting thorough investigations, gathering evidence and analyzing data.

Achievements/Tasks

• Administered internal quality audits over 50 calls in a day for sales and confirmation team and assessed results to inform corrective action measures
• Audit images of customer documents related to their complaints
• Created and collaborated in implementation and maintenance of customer complaint log and Initiating mails for action against agent.