Joseph User

Reviewed and conducted quality assurance on support tickets, providing feedback and improvement guidelines to agents. Worked on root cause analysis and identified trends in support performance, collaborating with team leads and managers to address gaps.

Designed monitoring formats and quality assessment guidelines. Educated employees on QA standards, provided updates on quality metrics, and implemented process improvements to enhance productivity in QA operations.

Provided primary customer support, assisted onboarding of customers, and managed high call volumes while achieving high satisfaction ratings through effective issue resolution.

Ensured accurate KYC and customer due diligence, responded to inquiries, and handled complaints to optimize customer experience while maintaining compliance with regulations.

Analyzed quality issues and proposed product changes based on customer interactions. Conducted data analysis and collaborated with teams to mitigate risks impacting the organization.

Evaluated loan applications and conducted KYC for customers, identifying fraud and managing payment processes while ensuring compliance with regulations.

Handled customer queries across multiple platforms, resolved issues, and proposed improvements to enhance customer satisfaction and service delivery.

Provided customer support in a call center environment, investigated issues, and achieved sales through service while consistently meeting performance benchmarks.

Completed a Bachelor of Science in Computer Science, focusing on software development, data structures, and algorithms. Developed a strong foundation in programming languages and computer systems, preparing for a career in technology and quality assurance.