Amy Mariana Macaspac

Conducted checks before processing, ensured all details are accurate, verified transactions. Consistently met targets, ensured requests were actioned within SLAs. Provided operational support to Global Markets through client contact for SME Foreign Exchange clients throughout Australia, while adhering to customer quality expectations and Internal Service Level Agreements.

Validated attachments and documents sent by Financial Planners to be sent to superannuation and insurance companies. Processed data entry workflow. Processed data collection by making outbound calls to superannuation and insurance companies using forms and templates to gather account information needed by Financial Planners in producing a financial plan for client.

Enters data for first time clients and managed customer relations on ongoing basis to ensure customer satisfaction. Processed property claims.

Answers inquiries and promotes new plans and promos for mobile plan subscription, performs troubleshooting for mobile phone technical issues, process payments and refunds, forward email escalations to team leads for further action, resolved customer complaints with empathy resulting in increased loyalty and retention.

Provided customer care re: postpaid mobile subscription, ensured all concerns were resolved within SLAs, basic troubleshooting provided before transferring calls to technical support for further assistance.

Maintained professionalism under pressure while resolving customer complaints.