Yonden Lama

- I have been handling a team of 10 members from 2 years here at MoneyTap.

- Need to assign the daily task to the team to reduce the ticket open numbers.

- Tracking the ongoing flow of tickets and analyzing the recent trends in customer queries.

- Building process or setting up SOP for new onboarded banking partners.

- Highly involved in developing team performance and career goals

- Resolving irritated and escalated cases. The sensitive and urgent priorities were the are of expertise.

- Recognized for setting up and handling Consumer Finance CS process.

- Analyzing the teams performance and sharing regular update on their performance.

- Handling Customer tickets, it was related to gaming process and the purchases made by the customer.

- Addressing teams query to resolve their issues on process related doubts.

- Worked with more than 90% quality rate

- Handling telephone number porting queries from client over the Salesforce.

- Was a part of escalation team within 3 months of joining the organization.

- Was involved in sharing daily report to my reporting TL.

- Was a part of inbound team and was responsible for handling customer queries or requests over the phone support.