Fatima

Customer Service Agent - Teleperformance

(2024-05 - 2026-06)

Served as a first point of contact for customers across all supporting channels
Perfoming complaint triage and acknowledgments
Made outbound calls to customers to gather information, provide updates ,and resolve queries
Identified, assessed and accurately logged complaints into the relevant systems
Adhered to service standards and turnaround times
Timely escalated where necessary
Ensured compliance with company policies and service level agreements (SLAs)
Assisted clients with a wide range of banking services,including opening new accountsand account maintenance
Handled fraud disputes and card freezing / blocking
Processed requests for replacement and new bank cards
Managed customer queries, investigations across multiple channels including, phone, email and chat
(Resigned)

Customer Service Agent - Webhelp

(2023-08 - 2024-04)

Responded to customer enquiries via inbound and outbound calls, delivering prompt and professional support
Assisted customers with payment-related queries, account information, and general service requests
Resolved customer issues by analysing concerns, providing accurate information, and recommending appropriate solutions
Investigated customer enquiries and coordinated with relevant teams to ensure efficient issue resolution
Escalated complex or unresolved matters in accordance with company procedures
Recorded detailed notes of all customer interactions and updated customer records in the CRM system
Followed up on outstanding customer cases to ensure customer satisfaction
Delivered high-quality customer service while consistently meeting productivity and quality targets
Maintained confidentiality of customer information and adhered to data protection and security requirements.
Worked collaboratively with internal departments to resolve customer queries efficiently
(Resigned)

Collections Agent - EXL

(2023-03 - 2023-07)

Tracing uncontactable customers
Achieving daily collections targets and monthly KPA targets
Negotiated payments from customers following the call script within dialler time
Advising customers of their arrear status and making suitable payment arrangements within the set guidelines to achieve a payment target
Rehabilitate and educate customers with regards to their payment profile
Adviced customers on product, legislative and account related queries
Adhered to workforce schedule
Adhered to all Company Policies and Procedures i.e. Absence Management, House Rules, Disciplinary Policy as set out by the business
(End of Campgain )

Verification Agent - EXL

(2022-10 - 2023-02)

Authenticated client documents (e.g., identity, address, and financial records) in line with Know Your Customer (KYC) and Anti-Money Laundering (AML)
Identified potential risks, flag suspicious activities and escalate complex cases to the fraud or compliance teams
Accurately captured client information, update account statuses, and document review notes within secure databases
Communicated with clients or third parties to resolve discrepancies, clarify missing information, or verify captured consent
Ensured all evaluated files, calls, or transactions meet internal quality frameworks and local regulatory requirements
(Moved to Jumio campaign)

Compliance Officer - City Of Cape Town

(2021-08 - 2022-08)

Visited trading sites to ensure vendors have valid trading permits and are operating in designated bays
Conducted street-level surveys, collecting data on the types of goods sold and updating municipal informal trading databases
Educated traders on municipal by-laws, health standards and how to keep their operating areas clean and obstruction-free
Acted as a liaison between the municipality, Metro Police/Law Enforcement, and local traders to resolve disputes and prevent illegal confiscation
Assisted traders with navigating the municipal permit system to ensure they operate legally
Helped traders access, complete, and submit municipal permit application forms
(End of contract)

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