Nasreen Nasar

Experience

• 

  Cupola Teleservices BPO (ISO 27001 certified)

  Jun 2010 - May 2013

  Answering calls on daily basis ensuring 100% accurate, complete and satisfactory information is given to the cardholders, where sole purpose is to achieve customer satisfaction, FCR and best quality scores. • Provided prompt and courteous customer service in a call center setting• Maintaining customer payroll accounts for CITI PREPAID services• Building rapport, listening, clarifying, managing conversational flow and thereby creating a strong and loyal customer base• Managing upset customers, conflicts and challenging situations• Handling various account related queries and resolving issues• Raising disputes and updating cardholders about progress and resolution• Tracking disputes and fraud cases on Mantis• Proactively assisting cardholders by rephrasing their question in order to understand and resolve the actual query or issue• Escalating all unusual instances to the team leader to ensure an instant fix is deployed• Working in teams and in a self-directed environment• Responsible for on-the-job training for the newly appointed employees• Applications used – Citi CRM, CSA, Mantis, Citrix Show less Additional Assignments at Cupola TeleservicesCupola Teleservices offers opportunities to its employees by assigning multiple activities to enhance and polish individual's ability to work under pressure and gain perfection in multitasking.Administration coordinator• Manage, Monitor, and Justify Payroll and compensation System for both Monthly and Daily employees• Expert interpersonal and communication skills -- known for tactful handling of sensitive, confidential issues; ability to resolve customer complaints; and timely completion of polished, executive-level reports and presentations.• Recruit and refer candidates for available positions as per the needs of each department• Communicate with local banks; arrange documents for processing and the cancellation of visa are some added responsibilities.• Prepare new contracts, compensation & benefits for all employees.• Prepare final settlement papers for resigned employees.• Responsible for making travelling arrangements, preparing expense reports and maintaining office supplies. Schneider Electric• Exclusively managing whole campaign of Schneider Electric• Assisted agents in conducting surveys, collected and recorded data and achieved daily targets• Training agents and taking mock calls before sending them on live calls for surveys• Managing database and links by directly coordinating with client• Preparing daily survey report and sharing it with team leader and client on daily basis• Motivating and assisting team members to achieve daily targetsHSBC Sales• Worked in Sales Department for HSBC, offering Balance Transfer and Easy Cash to existing customers of HSBC• Making B2B outbound telesales calls.• Successfully met all targets and earned incentivesVertu Mobiles – Diamond Collection Launch• Making outbound calls to VIP customers and send online invitations• Successfully met all targets and earned incentivesAlso worked on projects as telesales, to name a few like HP, Insights ME Show less

  • Customer Care Expert – Citi Bank

    Jun 2010 - May 2013

  • Various Projects

    Jun 2010 - May 2013
• 

  IDEMIA

  Mar 2014 - now

  • Product Manager - Metal cards

    Aug 2022 - now

  • Account Service Manager

    Mar 2014 - now

  • Customer Support Executive

    Mar 2014 - now

  • Customer Service Representative

    Mar 2014 - now