Tanmayee Sahu

Key Responsibilities:

• Respond to the customer queries & issues in timely manner through chat or Email channel.
• Provide solution to the customer basis the available help articles and within the policies.
• Maintain a deep understanding of client process and policies.
• Replicate customers issue and report necessary bugs/suggestions/ideas.
• Review the reported content within agreed turnaround times and standards of quality.
• Recognize trends and patterns and escalate issues outside the company policy to the global team.
• Ensuring strict adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Closely working with QA team to perform chat and email audits.
• Managed relationships with external vendors supplying technology solutions for AML and Sanctions Screening systems.
• Supporting the team to maintain quality, made reports and managed the team productivity, keeping a record of overall performance and publishing & updating the reports to the clients in Weekly Based Reports.

Key Responsibilities:

• Process includes mobile number activation process in PAN India for a Telecom Client.
• Facilitated communication with onboarding team to gather information and onboarding documentation.
• Validating all required documents thoroughly and sending rejection report.
• Enhanced client onboarding process by streamlining KYC procedures and reducing turnaround time.
• Keeping records of KYC related documents and other relevant documents for B2B customers.
• Responder to client emails along with proper resolution.
• Prepared high-risk reviews with results and recommendations for customer onboarding, closure and retention.
• Provided training to new team members on KYC procedures, resulting in increased productivity and effectiveness.
• Identified potential risks and red flags through comprehensive customer risk assessments, mitigating potential financial losses.

Key Responsibilities:

• Responded to customer calls and emails to answer questions about products and services.
• Placed outbound customer service or customer satisfaction calls to follow up on issues.
• Performed various clerical duties by filing and faxing documents and creating customer databases.
• Educated customers about billing, payment processing and support policies and procedures.
• Identified areas for process improvement and provided suggestions to management that led to more effective communication within the department.
• Assisted customers in navigating company website or online portal to facilitate self-service solutions where appropriate.
• Trained new personnel regarding company operations, policies and services.
• Upheld data security standards while documenting customer interactions within the company''s CRM system, ensuring accuracy and confidentiality.
• Retained valuable clients by providing empathetic support during challenging situations or escalations, leading to issue resolution.
• Promoted company loyalty programs by effectively communicating benefits to customers, resulting in increased program enrollments.