Senior Customer Support Contact Agent - Calamatta Cuschieri Moneybase - Malta
(2024-07)
- Handled customer interactions, resolving enquiries and issues to enhance customer satisfaction.
- Omnichannel and digital enablement.
- System, Data and Operational support.
- Continuous Improvement and Team Contribution.
- Maintained quality standards and served as a role model to demonstrate best practices in customer support.
- Provided onboarding support and mentorship for new employees to facilitate smooth integration into the team.
- Compliance, Risk and Data Protection.
Customer Support Executive - GASAN MAMO Insurance - Malta
(2024-03 - 2024-06)
- Provided high quality customer support through calls, walk ins and digital channels, ensuring customer satisfaction.
- Processed new business, endorsements and policy updates, according to underwriting procedures, contributing to accurate policy management.
- Handled cancellations, change requests and document updates accurately.
- Collaborated with agents, branches and internal departments to streamline communication and improve service delivery.
- Reviewed applications for risk acceptability.
Customer Service Representative - HSBC BANK GLOBAL - Malta
(2018-10 - 2024-03)
- Achieved 100% customer satisfaction scores.
- Resolved enquiries & complaints, and provided product support to enhance customer experience.
- Met and exceeded KPI's.
- Supported digital banking usage.
- Executed SWIFT & SEPA payments to ensure timely transactions for clients.
- Applied AML, KYC and fraud prevention procedures.
- Assisted in identifying a major fraud case, contributing to enhanced security measures.
Property manager - HURFORD SALVI CARR - England
(2008-12 - 2018-09)
- Coordinated lettings and minimised vacancies, ensuring optimal occupancy.
- Managed residential property portfolios.
- Maintained Landlord and Tenant relationships, resolving issues to enhance satisfaction.
- Conducted KYC/ CDD checks to comply with regulatory standards.
Senior Administrative Assistant - CAPE TOWN CITY COUNCIL - South Africa
(1986-01 - 2008-12)
- Coordinated administrative operations to enhance workflow efficiency.
- Facilitated roll out of prepaid metering systems to streamline service delivery.
- Streamlined office operations by implementing efficient scheduling and resource allocation processes.
- Coordinated interdepartmental communications to enhance collaboration and project outcomes.
- Developed comprehensive reports for management, improving decision making accuracy and efficiency.
