Rasika Kulkarni
Toronto,ON
Summary
Dedicated customer-focused professional with over 3 years of experience in finance industry specializing in account management, fraud detection, and credit card customer support. proven ability to resolve issues efficiently, improve customer satisfaction and enhance operational workflow.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Customer Service Representative
TD CANADA TRUST
Toronto, Ontario
07.2022 - Current
- Addressed and resolved an average of 75-80 credit card inquiries per day via phone, while maintaining a 97% customer satisfaction rate.
- Assisted customers with account issues, including billing inquiries, payments, and disputes, ensuring timely and accurate resolutions.
- Processed applications for new credit cards, credit limit increases, and card replacements with a focus on fraud prevention and compliance.
- Met or exceeded monthly performance metrics, including call handling time, LEI Scorecard (customer satisfaction ratings), and quality assurance scores.
- Provided clear explanations of complex credit card terms, fees, and reward programs to help customers maximize their benefits.
- Collaborated with other departments such as fraud, dispute, easy line, etc. Thus ensuring smooth handling of complex issues.
- Maintained an in-depth understanding of company products, services, and credit policies to better serve customers.
- Proficient in CRM software and ticketing systems (TSYS, COINS, GATEWAY)
Customer Service Representative
CIBC
Toronto, Ontario
02.2022 - 06.2022
- Handle inbound and outbound customer inquiries related to credit card/credit account, including account balances, transactions, billing disputes, and rewards programs.
- Resolve customer complaints and disputes through effective communication and in-depth account research, ensuring a positive customer experience.
- Identify and report potential fraud cases, initiating proper investigation protocols, and ensuring compliance with regulatory guidelines.
- Educate customers on available credit card products, features, and rewards, driving increased customer engagement and satisfaction.
- Process credit limit adjustments, replacement card requests, and other account modifications while adhering to bank policies and security standards.
- Consistently achieve or exceed KPIs, including call resolution time, customer satisfaction scores, and retention rates.
- Reduced customer complaints by 12% through the implementation of a streamlined dispute resolution process.
Education
Bachelor of Commerce - Commerce
Mumbai University
Mumbai03-2017
Accomplishments
- Awarded "customer service excellence" and "problem solver" for consistently exceeding customer satisfaction benchmarks.
Certification
- REGISTERED for Certified Anti-Money Laundering Specialist (CAMS) - Association of Certified Anti-Money Laundering Specialists (ACAMS).
Timeline
Customer Service Representative
TD CANADA TRUST
07.2022 - Current
Customer Service Representative
CIBC
02.2022 - 06.2022
Bachelor of Commerce - Commerce
Mumbai University