Sowvik

Supported BT and EE new sales messaging team, helping customers review and buy broadband, mobile plans, SIM cards, smartwatches, TV packages, and other connectivity products. Answered customer technical questions and provided guidance to facilitate informed purchase decisions and enhance service experience. Maintained strong conversation quality while following sales procedures and compliance requirements, with focus on zero compliance failures. Worked toward sales conversion and household value targets by identifying customer needs and recommending suitable products and service packages. Delivered exceptional customer service, contributing to key performance indicators such as NPS and FCR.

• Handled inbound customer sales calls for telecom service inquiries and plan upgrades.
• Explained BT service features, pricing, and contract terms to customers clearly.
• Resolved customer objections using product knowledge and active listening.
• Managed formal customer complaints, conducting thorough investigations to understand customer concerns and identify appropriate, fair, and effective resolutions.
• Prepared and issued final response letters and deadlock letters in accordance with internal complaint-handling procedures and applicable regulatory requirements.
• Focused on resolving complaints promptly and effectively to minimise customer dissatisfaction and reduce the risk of escalation to the Financial Conduct Authority (FCA) or other relevant regulatory bodies.
• Utilised Jira Service Management and integrated live chat tools to log, track, investigate, and manage daily customer complaints efficiently.
• Assessed each complaint on its individual merits, analysing relevant information and tailoring solutions to the customer's specific circumstances.
• Maintained clear, professional, and empathetic communication with customers throughout the complaint resolution process, ensuring transparency and a positive customer experience.
• Supported compliance with complaint-handling standards, internal policies, and regulatory expectations while striving to achieve timely and satisfactory outcomes.

• Advanced Support, Product Expert in Transfers, Crypto services and Wealth & Trading (Advanced Transactions Cluster 1).
• Evaluated concerns across three verticals as Product Expert (SME) while taking on additional responsibilities for cross-check shifts and assisting CXM in process improvement.
• Collaborated with Fincrime team to address compliance issues, resolving cases more efficiently by managing fincrime alerts, screening alerts, and KYC tasks, including suicide cases and JIRA service desk inquiries.
• Managed formal customer complaints, conducting thorough investigations to understand customer concerns and identify appropriate, fair, and effective resolutions.
• Prepared and issued final response letters and deadlock letters in accordance with internal complaint-handling procedures and applicable regulatory requirements.
• Focused on resolving complaints promptly and effectively to minimise customer dissatisfaction and reduce the risk of escalation to the Financial Conduct Authority (FCA) or other relevant regulatory bodies.
• Utilised Jira Service Management and integrated live chat tools to log, track, investigate, and manage daily customer complaints efficiently.
• Assessed each complaint on its individual merits, analysing relevant information and tailoring solutions to the customer's specific circumstances.
• Maintained clear, professional, and empathetic communication with customers throughout the complaint resolution process, ensuring transparency and a positive customer experience.
• Supported compliance with complaint-handling standards, internal policies, and regulatory expectations while striving to achieve timely and satisfactory outcomes.

• Assisted global customers with inquiries and support across SEPA, US, UK, AU, NZ, and expansions into Brazil, India, UAE.Collaborated with Fincrime team on external enquiries, court orders, screening, and KYC tasks to ensure successful transfer processing. Managed JIRA service desk operations for efficient ticket resolution.
• Managed Revolut transfer requests across domestic and international payment channels.
• Reviewed transfer details for accuracy, compliance, and beneficiary verification.
• Investigated failed transfers and coordinated resolution with support teams.

• Managed voice and non-voice customer interactions to ensure timely support
• Analyzed customer concerns, resolved issues, and prioritized escalations for immediate resolutions while optimizing strategies to align with customer demands
• Handled Concentrix customer inquiries through phone, chat, and email support channels.
• Resolved billing, account, and service issues using CRM and knowledge base tools.
• Escalated complex concerns to specialized teams following Concentrix support procedures.

• Handled inbound customer inquiries, providing prompt assistance to enhance customer satisfaction
• Managed email escalations for L2 Desk and CEO Desk, ensuring timely resolution of critical customer issues
• Analyzing and evaluating the concerns of customers and resolving their concerns. Escalating the concern of customer with priority to provide immediate resolution. Additionally, optimizing strategies to meet customer demands.
• Executed customer service processes to streamline customer interactions at Eureka Forbes Limited
• Implemented service processes at OYO