Results-oriented Analyst skillful in managing and breaking down large volumes of information. Proactive at heading off issues in operations, workflow and production by uncovering trends affecting business success.
Overview
9
9
years of professional experience
Work History
Customer Operations Analyst / Compliance Support
MoonPay
06.2022 - Current
Contact customers via email and chat channels to answer questions about payments and account verification queries about their crypto purchases, sales, and account verification.
Collecting feedback from customers and cooperating closely with other departments to solve issues raised
Responsible for conducting KYC and EDD reviews.
Improving the processes for the Customer Operations team on KYC and EDD reviews
Customer Support Representative
H&M ・
01.2021 - 07.2021
Contact with customers by phone, email and chat to provide information about products, orders, claims
Keeping records of customer interactions, recording details of inquiries, complaints, or comments, as well as actions taken
Collecting feedback from customers and cooperating closely with other departments to implement new solutions and improve customer experience
Active team member of the Inclusion & Diversity team where I am preparing articles on various topics as well as work on implementation of engaging fun activities for teams during remote work meetings.
Customer Support Manager
NEKKRA UG・
10.2019 - 06.2021
Responsible for answering customers of Image Optimization SaaS (www.kraken.io)
Chat and email contacts regarding various queries such as payments , issues related API implementation, tool usage, its benefits and installation
Implemented structure and organization on how the incoming tasks in Zendesk are handled, improving the processes
Managed customer service effectiveness by monitoring performance and assessing metrics.
Compliance Support (2nd Line Support)
PAYPAL・
04.2016 - 01.2019
Customer care over email and phone for the Polish Market as well as Greater Europe
Resolving customers' service queries by performing activities such as handling claims and disputes
Completed training on fraud prevention in the area of online payments
I worked as a senior advisor in the Compliance department (KYC/KYB) for Greater Europe Markets and worked in a Team as point of contact between my Team and the compliance department by sharing reminders, providing feedback and coaching in the area of Compliance issues
Trained new employees and provided shadowing to ensure compliance guidelines are followed properly.
Reservations Agent
NOVOTEL ・
01.2015 - 11.2015
Close cooperation with booking portals and travel agencies
Contacting housekeeping or maintenance sta when guests reported problems
Recording guest comments or complaints, referring customers to managers as necessary
Arranging tours, taxis, or restaurant reservations for guests.
<ul><li>Address customer enquiries and complaints with professionalism, achieving a resolution rate of over 95%.</li><li>Process financial transactions including NEFT/RTGS, term deposits, loan disbursals, and gold loans in adherence to bank policies.</li><li>Promote digital banking services to customers, increasing branch efficiency and digital adoption.</li><li>Support clerical operations including data entry, documentation, and record updates in core banking systems.</li><li>Exceeded monthly cross-sell targets while ensuring customer service standards aligned with audit and compliance norms.</li></ul> at IDBI BANK LTD<ul><li>Address customer enquiries and complaints with professionalism, achieving a resolution rate of over 95%.</li><li>Process financial transactions including NEFT/RTGS, term deposits, loan disbursals, and gold loans in adherence to bank policies.</li><li>Promote digital banking services to customers, increasing branch efficiency and digital adoption.</li><li>Support clerical operations including data entry, documentation, and record updates in core banking systems.</li><li>Exceeded monthly cross-sell targets while ensuring customer service standards aligned with audit and compliance norms.</li></ul> at IDBI BANK LTD
<ul><li>Manage the charge-off and recovery division of JPMorganChase, inclusively leading a multi-site team of 30 to exceed recovery targets through customer-facing negotiations and exceptional support functions</li><li>Leverage Controls, Compliance, Risk, and Legal partners to make profitable strategic improvements including increasing revenue per account by 80% while adhering to state-specific guidelines</li><li>Invest in employees’ careers to develop skills through college degrees and other training opportunities and create an inclusive environment achieving some of the highest employee opinion survey scores in default operations</li><li>Create and deliver professional-level presentations across lines of business to large in-person and virtual audiences, showcasing expertise in public speaking and effectively engaging diverse stakeholders.</li></ul> at JPMorganChase<ul><li>Manage the charge-off and recovery division of JPMorganChase, inclusively leading a multi-site team of 30 to exceed recovery targets through customer-facing negotiations and exceptional support functions</li><li>Leverage Controls, Compliance, Risk, and Legal partners to make profitable strategic improvements including increasing revenue per account by 80% while adhering to state-specific guidelines</li><li>Invest in employees’ careers to develop skills through college degrees and other training opportunities and create an inclusive environment achieving some of the highest employee opinion survey scores in default operations</li><li>Create and deliver professional-level presentations across lines of business to large in-person and virtual audiences, showcasing expertise in public speaking and effectively engaging diverse stakeholders.</li></ul> at JPMorganChase