Nyaradzo Mangunda

• Handle high amounts of incoming calls .
• Provide accurate, valid and comprehensive information
• Manage complaints, provide proper solutions and options within the time limits; follow up to secure resolution
• Follow communication procedures, compliance guidelines, and policies
• Excellent communication skills (phone etiquette & a pleasant manner, excellent listening skills, and excellent writing skills
• Filing Tickets on ZENDESK

• Actively listened to customers, handled concerns quickly and escalated major issues to relevant department using different ticketing systems .
• Driving First Call Resolution via phone,chat and email at the same time delivering results by resolving customer queries.

Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.

• Developed team communications and information for meetings.
• Analyzing data to identify anomalies or patterns that may indicate fraudulent activity
• Performing audits of financial transactions, such as analyzing bank records or researching past transactions to detect irregularities
• Communicating with customers to ensure they understand the process and are satisfied with their experience
• Reviewing documentation such as birth certificates and Identification Documents
• Conducting investigations for fraudulent and suspicious activity

• Making contact with the defrauded victims and gathering all relevant information in order to dive deep and how clients get defrauded
• Driving First Call Resolution via phone,chat and email at the same time delivering results by resolving customer queries.
• Submit the investigation form using Zendesk's support ticketing system to the relevant team and take
  action according to the investigation result.
• Enforcing Fraudulent accounts once the investigation is complete and also responsible for
  investigating gift card issues where it has been unrelated.
• To ensure that Amazon security protocols are adhered and maintained according to the compliance of the business .
• To educate customers on better protecting their information.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Developed and maintained courteous and effective working relationships.
• Developed team communications and information for meetings.
• Identified issues, analyzed information and provided solutions to problems.