support associate resume example

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Support Associate Resume Sample

SUMMARY

Highly skilled professional with more than 7 years of experience and proven knowledge of relationship management, project management, and
Training & Mentoring. Strong background in customer-facing environments (B2B, B2C). Familiar with ISDA Risk and Regulatory compliance. Operates with an ethical, commercial and customer-focused approach coupled with a positive approach to the industry requirements.

SKILLS

  • Client Relationship
  • Management
  • Project Management
  • Managed Services
  • Secondary Research
  • Operational Reporting
  • SQL & Tableau
  • Excellent Communication
  • Strong attention to details
  • Accurate problem solving

EXPERIENCE

Sr. Support Associate
Amazon Global Services Sep 2015 – Present

  • Customer due diligence including On-boarding client, uploading/managing information of their entities and documents
  • Providing demos and training to the clients for better understanding and knowledge of the product
  • Identifying, enhancing and creating measures to ensure compliance with existing, updated and new compliance requirements, including but not limited to, market rules and ISDA Standards
  • Managing projects for internal and external stakeholders and delivering results exceeding expectations
  • Supporting internal stakeholders & external clients with data analysis
  • Preparing reports and presentation materials on compliance activities, performance matrices and procedures for internal and external business partners
  • Training and Mentoring new hires, resulting in stronger staff development and increased productivity
  • Working closely with the onshore team and clients on various projects by providing managed services

Master Disputes Analyst
American Express Aug 2013 – Aug 2015

  • Mentoring and training the batch for Second Presentment disputes at FIS (partner site). Supporting internal processes in handling disputes in situations of inflated inventory levels
  • Quality check of the cases worked by the team to minimize the errors
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
  • Preparation of reports indicating the team performances on compliance and cases worked for internal partners
  • Delivered superior client services, fostering strong rapport, retention and satisfaction
  • Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments

Sr. Customer Care Officer
Union Digital Marketing Solution Jun 2012 – Jul 2013

  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions are taken.
  • Check to ensure that appropriate changes were made to resolve customers’ problems.
  • Refer unresolved customer grievances to designated departments for further investigation.

EDUCATION

MBA (Marketing)
National Institute of Business Aug 2013 – Jul 2016

BBA (Marketing)
New York University – NY Jul 2009 – Jun 2012

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