Samiksha Swamy

• Handle inbound and outbound customer video calls to complete end-to-end KYC for various products including savings accounts, credit cards, and third-party offerings.
• Assist customers with account-related queries and guide them through the KYC process with full compliance.
• Engage in cross-selling by helping customers fund their accounts, maintain AMB, and by generating leads for other relevant products based on their interest.
• Prepare internal reports like AHT and login hours, and support agents with on-call assistance.
• Recognized as one of the top performers, consistently appreciated by customers and rewarded with performance incentives.

• Responsible for ensuring customer satisfaction by handling queries

• Forwarding requests as per escalation policy to higher level of support

• Ensured all customer communications are professional, accurate, and timely

• Resolving requests related to billing and account issues, and some technical assistance

• Tracking and Publishing daily AHT and MPC reports

• Has been consistently managing the dual work of processing and Floor Walking.

• Ensuring process and performance optimization to avoid service credits (KPIs)
• Identify and highlight risks and opportunities to Business
• Assisting the team on understanding the new requirement from Ops/Quality/Management
• Keeping a tab of accuracy of reports published by the team
• Maps current processes and offers recommendations for improvement
• Documents business processes and analyze procedures to see that they would meet changing business needs