Thaakirah Abrahams

• Trained and upskilled 20+ associates on the fraud skill on how to protect customers and protect their personal information against scams.
• Drove performance of associates by creating incentives and positive work atmosphere and administering recognition and rewards programs.
• Filed, organized and archived training materials for the skill to support future training sessions.
• Evaluated associates performance on a weekly and monthly basis and coached and trained 20 team members, increasing quality of work and employee motivation.
• Assisted in organizing and overseeing assignments for the skill to drive operational excellence.
• Led employee relations through effective communication, coaching, training, and development.
• Analyzed team performance data to provide meaningful insights, enabling informed decision-making.
• Recruited and trained high-performing team members, maintaining optimized customer service.
• Facilitated meetings to communicate team performance goals and results.
• Implemented training programs to maximise team member development and potential.
• Coordinated team collaboration to share ideas and build best practices.
• Delivered regular team meetings for aligned work towards common goals.

• Supported a team of 20 associates to assist with updating and changing account information.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
• Mentored and guided employees to foster proper completion of assigned duties.
• Supervised team members to confirm compliance with set procedures and quality requirements.
• Promoted high standards through personal example to help each member understand expected behaviors and standards.
• Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
• Worked with team to identify areas of improvement and devised solutions based on findings.

Ensuring the security of customers account information

• Prevent unauthorized persons from accessing customers accounts
• Excellent communication skills, both verbal and written.
• Skilled at working independently and collaboratively in a team environment.
• Developed and maintained courteous and effective working relationships.
• Visually auditing customers account and making sound decisions on updating customers emails and passwords.

• Assisted customers with billing queries, unknown charges and monitored customers account to identify and rectify billing issues
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.