Jackson Crasto
cust
Abu Dhabi,United Arab
Summary
Customer Service Representative for 10 + years bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Motivated Fraud Analyst touting 2 years of expertise investigating suspicious activity for JPMorgan Chase & Co . Knowledgeable resource committed to finding answers and working with clients and interdepartmental personnel. Promoting exemplary skills in , analytics and fraud pattern detection.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Financial Analyst
WIO Bank
02.2024 - Current
- Resolved problems, improved operations and provided exceptional service.
- Organized and detail-oriented with a strong work ethic.
- Strengthened communication skills through regular interactions with others.
- Delivered services to customer locations within specific timeframes.
- Worked effectively in fast-paced environments.
Associate customer contact services
Abu Dhabi Commercial Bank (ADCB)
09.2022 - 01.2024
- Met customer call guidelines for service levels, handle time and productivity.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved accounting, service and delivery concerns.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Utilized CRM software to accurately track customer interactions and document resolutions.
Fraud Specialist II
JPMorgan Chase & Co
04.2019 - 10.2021
- Review and conclude alerts generated by fraud prevention / monitoring systems.
- Continue to monitor current trends in Fraud landscape, suggest preventive & corrective measure.
- The primary responsibility is to review potential fraud alert to protect our customers from fraud while also protecting the bank's assets.
- Require to documenting the research conducted to support the decision taken on alert.
- Determine fraud trends by analyzing accounts and transactional patterns.
- Monitor real time queues and identify high risk transactions within the business portfolio to taking quick and punitive action.
- Improved customer trust by promptly addressing and resolving reported instances of fraud.
- Worked with third-party software (LexisNexis) to access and analyze data and systems.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
Cabin Crew
Spice Jet
05.2015 - 05.2018
- Attending training sessions and staying updated on industry regulations and best practices
- Adhering to company policies and procedures, including dress code and grooming standards
- Collaborating with the flight crew to ensure smooth and efficient operations
- Administering first aid and handling medical emergencies, if necessary
- Monitoring and managing cabin cleanliness and appearance throughout the flight
- Performing safety checks and ensuring that all emergency equipment is in working order
- Providing exceptional customer service and addressing passenger needs and inquiries
- Assisting passengers with boarding and disembarking the aircraft
- Conducting pre-flight safety briefings and demonstrations
- Ensuring the safety and security of passengers and crew members during flights.
Customer Service Officer
Tech Mahindra Business Services
08.2013 - 11.2014
- Assisting in training new customer service representatives on company policies, procedures, and systems
- Staying up-to-date on industry trends and best practices in customer service to continuously improve skills and knowledge
- Identifying and recommending process improvements to enhance the customer experience
- Documenting customer interactions and transactions accurately and thoroughly in the CRM system.
Process Line Trainer
Intelenet Global Services Private Ltd.
12.2009 - 12.2011
- Providing support and guidance to employees during the learning process
- Maintaining training records and documentation for compliance purposes
- Conducting refresher training sessions for existing employees to enhance their skills and knowledge
- Assisting in the implementation of new processes or equipment on the line
- Staying updated on industry trends and best practices related to the process line
- Collaborating with supervisors and managers to identify training needs and develop training plans
- Monitoring employee performance and providing feedback and coaching as needed
- Ensuring that all employees are trained on safety protocols and procedures
- Developing training materials and resources for the process line
- Conducting training sessions for new employees on the process line.
Senior Customer Service Representative
Intelenet Global Services PVT
06.2007 - 12.2009
- Assisting in training new joiners
- Identifying and implementing strategies to improve customer service and satisfaction
- Staying up-to-date on product knowledge and company policies to provide accurate information to customers
- Keeping accurate records of customer interactions and transactions
- Collaborating with other departments to ensure customer needs are met
- Assisting customers with product selection and providing recommendations based on their needs
- Maintaining a high level of customer satisfaction through excellent service and support
- Handling and resolving customer complaints and issues in a professional and efficient manner
- Responding to customer inquiries and providing accurate and timely information.
Education
Bachelor's degree in Arts -
University of Mumbai
Mumbai, India05.2013
Skills
- Skilled Multi-tasker
- Team Collaboration
- Written Communication
- Interpersonal Communication
- Strong problem-solving abilities
- Ability to remain calm and composed in high-pressure situations
- Exceptional attention to detail and accuracy in handling customer inquiries and resolving issues
- Ability to handle difficult and irate customers with tact and professionalism
- Proficient in using customer service software and CRM systems
- Proven track record of providing exceptional customer service and exceeding customer expectations
Certification
- Medical First Aid at Naval Maritime Academy - India
- Personal Survival Technique at Naval Maritime Academy - India
- Fire Prevention & Fire Fighting at Naval Maritime Academy - India
- Personal Safety & Social Responsibility at Naval Maritime Academy - India
Timeline
Financial Analyst
WIO Bank
02.2024 - Current
Associate customer contact services
Abu Dhabi Commercial Bank (ADCB)
09.2022 - 01.2024
Fraud Specialist II
JPMorgan Chase & Co
04.2019 - 10.2021
Cabin Crew
Spice Jet
05.2015 - 05.2018
Customer Service Officer
Tech Mahindra Business Services
08.2013 - 11.2014
Process Line Trainer
Intelenet Global Services Private Ltd.
12.2009 - 12.2011
Senior Customer Service Representative
Intelenet Global Services PVT
06.2007 - 12.2009
Bachelor's degree in Arts -
University of Mumbai
- Medical First Aid at Naval Maritime Academy - India
- Personal Survival Technique at Naval Maritime Academy - India
- Fire Prevention & Fire Fighting at Naval Maritime Academy - India
- Personal Safety & Social Responsibility at Naval Maritime Academy - India
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