Syed Imtiyaz Ahmed

Nov 2023 – Present

• Manage and resolve customer complaints received via multiple channels including phone banking, email, chat, and internal referrals.
• Assign cases to the appropriate team members, and monitor progress, ensuring timely resolution and achievement of First Contact Resolution (FCR) targets.
• Provide direct support to the Customer Experience team through feedback on call audits and assistance with process-related clarifications.
• Specially designated to handle Total Relationship Balance (TRB) / High Net Worth (HNW) customer portfolios—ensuring high-priority complaints are closed by end of day to prevent escalations.
• Handle a wide range of complex queries and complaints, including fraud investigations, transaction disputes, and chargeback-related cases.
• Ensure regulatory and procedural compliance while addressing sensitive cases, maintaining high service quality and data integrity.
• Guide and mentor junior team members in handling complex customer scenarios and fraud-related complaint types

Customer Support Executive (GCB8)
Jan 2021 – Oct 2023

• Handled premier banking clients across UAE, Oman, Bahrain, and Qatar.
• Resolved complex issues including chargebacks, blocked accounts, lost/stolen cards.
• Guided clients with global account openings, credit card, and loan services.
• Acted as technical support liaison for mobile/internet banking.
• Awarded 5 Golden Circle Awards and multiple “Star of the Week” recognitions.

• Provided technical assistance for the Australian National Broadband Network (NBN), addressing broadband and WiFi router issues for customers.
• Employed troubleshooting protocols to resolve technical issues related to different types of connections.
• Achieved a 70% resolution rate on calls, coordinating with NBN technicians or recommending private technicians for more complex issues involving home wiring.
• Contributed to customer satisfaction by offering tailored solutions and maintaining a high level of professionalism.