JJabster User

Responsible for IT support and network maintenance, ensuring efficient and reliable technology operations.

Provided customer support and managed logistics-related inquiries, ensuring high levels of customer satisfaction.

⦁ Developed test plans and wrote test cases for Credit Card & IVR's for multiple clients. Mainly
focusing on Manulife Credit Cards as I was an integral part of the Credit Card launch.
⦁ Implemented end to end user acceptance testing with focus on documenting defects, identifying
bottlenecks
and executing test cases.
⦁ Regression testing for both UAT & Production for lau

⦁ Integral part of launching the Manulife Bank Visa card
⦁ Created SOPs for all operational departments (Call Center, Credit, Fraud, Case Management
Settlement and Reconciliation)
⦁ Conducted monthly meetings with associates to provide constructive feedback on performance.
⦁ Made certain associates adhered to schedules to achieve service goals.
⦁ Motivated teams by recognizing and rewardi

⦁ Monitored SLAs, adherence and queue volumes to ensure all KPI's were met
⦁ Handled both client and customer escalations
⦁ Floor Support – assisted team by answering questions, and providing support for challenging calls or
reviews
⦁ Real time SLA management, workflow assignments, live call listening, coaching and mentoring
⦁ Maintained/exceeded established standards and targets and adhe

⦁ Assisted and helped ATCO energy Customers with different requests, Ex
⦁ Relocating their Energy & Gas services to a new property
⦁ Managed customer enquiries via email, fax, and letters regarding their ATCO energy accounts
⦁ Assisted the finance and billing team in the Back Office to ensure customer statements are generated
in accordance with rates and government guidelines.

⦁ Handled inbound customer calls to help them decide the Energy and Gas needs for their
Residential and Commercial properties
⦁ Managed queries from ATCO energy account holders regarding billing, payments, contracts, and
Energy & Gas Rates
⦁ Encouraged potential customers to sign up with ATCO energy by upselling and cross selling in a
customer-centric approach
⦁ Delivere

⦁ Reviewed accounts to determine payment plan compliance.
⦁ Remained calm, stayed professional and provided exceptional service on calls, even when interacting
with difficult individuals.
⦁ Processed payments over phone and set up recurring drafts.
⦁ Secured payments by following up with customers which disregarded promise to pay.
⦁ Interviewed customers to determine reasons for delinquen

⦁ Specialist – Handled client calls and convinced them to stay with the company by offering competitive
services
⦁ Promoted customer retention by using exceptional interpersonal skills.
⦁ Delivered exceptional customer service by patiently listening to customer concerns or complaints.
⦁ Re-established customer's faith in company by providing best retention offers available.
⦁ Created and

⦁ Speaking with Customers and understanding their needs regarding the Medical & Auto insurance
policy requirements set by the government
⦁ Lead generation by cold calling companies and businesses
⦁ Managing accounts to ensure billing is up to date.
⦁ Followed up with leads and referrals to share pertinent sales information.
⦁ Offered ongoing support to customers after sales by answering a

• Worked as a Customer Service Representative for Wipro under for the Process of American Express
Credit & Charge Cards.
• Dealing with customers over the phone regarding their applications, credit limit increases, payments,
etc.
• Helping the Risk and Fraud Team with the application volumes on day-to-day basis.

Pursued a Bachelor of Commerce degree, focusing on commerce and business studies.

Student in the Commerce Field.
Always was interested and gave my best towards Accounts and Economics.

Studied commerce with a strong interest in Accounts and Economics, consistently giving best effort.

This is where my Schooling happened.

Completed schooling at St. Josephs High School in Mumbai.