Lisbon Metropolitan Area
A hard working dedicated Customer Service Specialist with 3 years of experience. Responsible for managing inquiries, ensuring SLA compliance, and effective communication. Playing a key role in supporting the delivery of comprehensive financial crime prevention & AML processes and responsible for a number of activities aligned with the review for corporate and individuals with low, medium and high risk.
• Perform duties as the first point of contact for Small World money transfer enquiries and provide agents, call centers, PIs and SW branches with professional advice, information and an efficient resolution to their issues. • Actively manage in-bound inquiries to guarantee they are resolved in a timely and satisfactory manner. • Verify compliance of SW and associated service level agreements on time and with the correct characteristics. • Provide timely follow up on customer-reported issues all the way through corrective action split. • Collect and Create client information in the right way to serve clients to solve their issues and train the clients/agents/teams to avoid future problems. • Bring all departments and correspondents closer in contact with each other and internally and externally promote smooth communication between them. • Keep all customer and correspondent data confidential. • Contact all Depts and Reporters in a professional and good manner. • Ability to service and support in many different areas. • Avoid making decisions that are more adverse to both the company and the customer. • Always hunt for new opportunities to innovate process changes to enhance the customer experience.
• Processed Western Union and money order in compliance with Western Union requirements. • Provided excellent customer service in person and on the phone quickly and accurately to answer inquiries. • Helping in Reaching Sales Goals, Promote Additional Sales and Products. • Kept work area neat and organized, that supplies are replenished. • Contributed with other colleagues to improve customer service and customer satisfaction.