Kritika Talwar

• Assisting customers in maintaining their financial accounts
• Providing exceptional customer service by focusing on first- call resolution, complaint handling, and imparting detailed information on bank policies, services, and products
• Adhering to privacy policies, banking regulations, and security protocols to ensure data confidentiality & compliance
• Focusing on performance metrics: AHT (average call handling time), NPS (customer satisfaction score), revenue, and maintaining quality standards

Fraud Pilot Team:

• Was part of the fraud pilot program for 2 + months that involved-
• Handling fraud- related calls concerning personal accounts.
• Cautiously authenticating and verifying the callers
• Working with the fraud team to investigate fraudulent transactions and fraud blocks

Achievements :

• "Champion Circle" award (Game on incentive- 2024)
• 2023-Q4 “Spotlight Award”
• 2023-Q3 “Most Improved Spotlight Award”
• "Relentless achiever" award (Game on incentive- 2023)
• Recognized as EOM on multiple separate occasions.

Extracurricular :

• Teams prime for conducting revenue- based contests.; involved evaluation of performance, revenue generation, and accumulating data based on the set criteria
• Jotting team meeting minutes and sharing with the team.

• Evaluating & ensuring crew performance for correct procedures & delivering ultimatecustomer experience
• Maintaining the flow of operations in the fast-paced environment
• Scrutinizing and solving customer problems and grievances
• Cash management
• Recording & reporting food quality as per food safety standards.

• Formulation of marketing strategies
• Providing training for new software and policies
• Managing marketing plans and activities for tourism boards of different countries(Dubai, Thailand, USA)
• Conducting market research and analyzing market trends
• Handling digital Marketing