Mandy Helton’s Post

NEW ROLE 🌟 Job Specification: Business Analyst - Digital Wallets (Banking Experience with African Countries) 🌟 **🎯 Job Purpose:** Seeking a skilled Business Analyst with extensive banking experience and expertise in digital wallets within African countries. The role bridges business needs and technology solutions, optimizing digital wallet solutions for enhanced financial services. **🛠️ Key Responsibilities:** - **🔍 Requirement Gathering:** Collaborate with stakeholders to document and prioritize digital wallet requirements. - **🌍 Market Analysis:** Analyze the digital wallet landscape, regulations, and competition in African countries. - **🗺️ Process Mapping:** Develop process maps to optimize digital wallet implementation. - **💡 Solution Design:** Design digital wallet solutions with IT teams, ensuring compliance with technical and regulatory standards. - **📅 Project Management:** Lead project activities, meeting timelines and providing stakeholder updates. - **🤝 Stakeholder Management:** Liaise between business units, IT teams, and external partners for clear communication. - **📊 Data Analysis:** Analyze data to support digital wallet adoption and performance decisions. - **🧪 Testing and Validation:** Create and execute test plans for digital wallet solutions. - **📚 User Training:** Develop training materials and conduct sessions for end-users. - **🔄 Continuous Improvement:** Identify and implement process improvements based on feedback and trends. **📚 Qualifications and Skills:** - **🎓 Education:** Bachelor’s in Business Administration, Finance, IT, or related field; Master’s is a plus. - **🕒 Experience:** 5+ years as a Business Analyst in banking, focusing on digital wallets and fintech. - **🌍 African Market Experience:** Experience with digital wallet projects in African countries and knowledge of local banking regulations. - **💻 Technical Skills:** Familiarity with digital wallet tech, mobile payment systems, APIs, SDLC, and agile methodologies. - **🔍 Analytical Skills:** Strong problem-solving and data interpretation skills. - **🗣️ Communication:** Excellent verbal and written communication skills for technical and non-technical stakeholders. - **📅 Project Management:** Proven project management skills with experience leading cross-functional teams. - **🔍 Attention to Detail:** High accuracy in documentation and analysis. - **⚙️ Adaptability:** Ability to thrive in a dynamic environment. **🎓 Preferred Qualifications:** - **📜 Certifications:** CBAP, PMP, or Agile certifications. - **💼 Industry Knowledge:** Deep understanding of fintech and digital wallet trends. - **🗣️ Language Skills:** Proficiency in additional African languages is essential. Application Link : https://lnkd.in/dqHMveDP

Evaluating business operations and workflows is a great way to identify areas for improvement. Here are some key areas where we could potentially assist: 1.Process Optimization: Streamlining workflows to improve efficiency and reduce bottlenecks. 2.Technology Integration: Implementing new tools and software that enhance productivity and collaboration. 3.Data Analysis: Utilizing data to drive decision-making and track performance metrics effectively. 4.Team Development: Training and resources to upskill your team and enhance collaboration. 5.Customer Experience: Strategies to improve customer satisfaction and loyalty. Let’s discuss how we can tailor our approach to meet your specific needs and help elevate your business to the next level! What areas are you most interested in exploring? Lokesh Gupta; Tan Chubee; RM Applications Sdn Bhd (RMA)

Unveiling the Heroes Behind Your Fintech Payments Continued…! Demystifying Customer Support vs. Payment Operations As promised, let's dive into the key distinctions between Customer Support Representatives (CSRs) and Payment Operations Support Specialists. Customer Support Representative (CSR): Primary Focus: Direct interaction with customers to address their inquiries and resolve issues. Key Responsibilities: ·  Responding to customer queries via phone, email, or chat. ·  Troubleshooting basic issues customers face with their accounts or transactions. ·   Providing information about products and services. ·   Ensuring customers understand processes and solutions. Skills Required: ·   Excellent communication and interpersonal skills. ·   Problem-solving abilities and patience. ·   Basic technical knowledge to understand common customer issues. ·   Customer Interaction: High – they are the first point of contact for customers. Payment Operations Support Specialist: Primary Focus: Ensuring the smooth and efficient processing of payments within the system. Key Responsibilities: ·   Monitoring the payment processing systems to ensure transactions are completed correctly and timely. ·   Resolving technical issues related to payment processing and network problems. ·   Maintaining system uptime and collaborating with technical teams to address any disruptions. ·   Analyzing transaction data to identify and rectify anomalies or errors. Skills Required: ·   Strong technical and analytical skills. ·   Knowledge of payment systems and networks. ·   Ability to work under pressure and resolve issues swiftly. ·   Customer Interaction: Low – primarily works behind the scenes but may occasionally interact with customers or other departments to resolve specific issues. Key Differences: ·   Interaction Level: CSRs engage directly with customers frequently, while Payment Operations Support Specialists have limited direct customer contact. ·   Nature of Work: CSRs are focused on customer service and troubleshooting issues, whereas Payment Operations Support Specialists manage the technical aspects of payment processing. ·   Skill Sets: CSRs need strong communication skills and patience, while Payment Operations Support Specialists require technical and analytical expertise. Working Together for a Seamless Experience: Though Customer Support and Payment Operations have distinct roles, they are closely linked. CSRs represent the customer's voice, identifying issues. Payment Operations Specialists use this feedback to proactively resolve problems and ensure smooth transactions and a seamless payment experience. Stay tuned for more insights on why maintaining distinct roles for Customer Support and Payment Operations is crucial for maximizing efficiency and achieving the best results. #FinTech #Payments #Leadership #TeamManagement #Customersuccessmanager #Processimprovement #Thoughleader #paymentoperations #technicalaccountmanager #Innovation

Excited to Connect and Contribute to New Opportunities in Customer Relations, Customer Compliance, Analysis & Business Development! 🚀 After a break to focus on my health, I’m excited to re-enter the workforce and leverage my skills in the right role on site, hybrid or remote. Over the last 8 years, I’ve had the privilege of helping organisations like HM Revenue and Customs and Virgin Money improve their processes, enhance customer relations, and drive impactful outcomes. Highlights from my journey so far: • 💼 Tax Professional at HMRC: Supported compliance projects and individual cases, developing and delivering guidance, technical advice and training that contributed to over £10M annually in recovery. Assisted in creating an efficiency app for quality tracking and reporting using the Power Platform, now used company-wide! • 🏆 Customer Relations Associate at Virgin Money: Worked with the CEO and Executives teams on high-profile complaint cases, using data-driven feedback to improve customer service processes and communication across departments. • 🌟 Led a Customer Care and Complaints Team at Concentrix, rapidly developing team and department performance, streamlining quality assessments and improving stakeholder engagement with the end client. I’m looking to bring my skills in stakeholder management, business improvement, and customer compliance to a forward-thinking team. If you’re hiring or know of an opportunity that would thrive with my skillset, I’d love to connect! #OpenToWork #CustomerRelations #BusinessDevelopment #ProcessImprovement #CustomerCompliance #DataAnalysis #Quality #Tax

Hiring CSRs is not a magic ticket to top-notch customer service! It's like buying all the ingredients for a cake but forgetting the recipe. Sure, you have the basics, but to truly delight your customers, you need a sprinkle of teamwork, a dash of empathy, and a whole lot of enthusiasm! So, why settle for plain old CSRs when you can have a squad of Customer Service Rockstars? With their smile-inducing charm and problem-solving prowess, they'll turn every customer interaction into a five-star experience! Let's ditch the dull and dial up the dazzle! It's time to serve up some seriously sensational service!

I'm happy to participate in phase 2 #CIB in this video we will talk about : Achieving customer service excellence involves not just meeting, but exceeding customer expectations. Here are some tips and best practices that can help you deliver top-notch customer service: 1. Active Listening Listen carefully to what the customer is saying and pay attention to their tone and body language (if in person or via video call). This helps in understanding their true concerns. Ask clarifying questions to ensure you fully understand their needs or issues. 2. Clear and Effective Communication Use clear, concise, and positive language. Avoid jargon and make sure your message is easy to understand. Confirm that the customer has understood the information by asking if they have further questions or need clarification. 3. Empathy and Patience Put yourself in the customer’s shoes. Show that you understand their feelings and frustrations. Be patient, especially when dealing with confused or upset customers. Stay calm and composed, even in challenging situations. 4. Be Proactive Anticipate customer needs and address potential issues before they arise. This can be through providing detailed information upfront or offering assistance before being asked. Regularly follow up with customers after providing service to ensure they’re satisfied. 5. Consistency and Reliability Consistency builds trust. Make sure your service levels are the same across all channels (phone, email, social media, in-person). Keep your promises. If you say you will follow up, do it promptly. 6. Personalization Personalize the customer experience by remembering past interactions, preferences, or specific details about the customer. Address customers by name, and tailor your solutions or responses to their unique needs. 7. Efficient Problem-Solving Focus on finding a solution quickly but effectively. Make sure you fully understand the issue before jumping to solutions. When resolving problems, offer options or alternatives where possible, and ensure the customer is satisfied with the resolution. #CIB_summer_internship_2024 #Banking #CustomerserviceExcellence

Here are some reasons why I'd be a great fit for a customer service representative position: 1. *Excellent Communication Skills*: I'm trained to communicate effectively and clearly, ensuring customers receive accurate and helpful information. 2. *Empathetic and Patient*: I understand the importance of active listening and remaining calm under pressure, providing a positive experience for frustrated customers. 3. *Problem-Solving Expertise*: I can quickly analyze issues, offer solutions, and escalate concerns when necessary, resolving problems efficiently. 4. *Product Knowledge*: I can be trained on specific products or services, enabling me to provide informed support and answer questions accurately. 5. *Adaptability and Flexibility*: I can handle a high volume of customer inquiries, adapt to new situations, and prioritize tasks effectively. 6. *Positive Attitude and Friendly Demeanor*: I'm designed to provide a welcoming and helpful experience, ensuring customers feel valued and supported. 7. *Technical Skills*: I'm familiar with various customer service software and tools, streamlining interactions and enhancing productivity. 8. *Continuous Learning*: I stay up-to-date with industry developments, best practices, and customer feedback to constantly improve my performance. 9. *Availability and Reliability*: I'm available 24/7, ensuring consistent support and minimizing wait times for customers. 10. *Data Analysis and Feedback*: I can provide insights on customer interactions, helping identify areas for improvement and optimizing support strategies. I'm confident that my skills and abilities make me an ideal candidate for a customer service representative position. I'm excited to bring value to your team and provide exceptional support to your customers!

How Working in Cebu's Call Centers Built My Work Ethic 🌱 In 2008, I embarked on my journey in the call center industry in Cebu, Philippines. My first role was with Western Wats, where I conducted market research surveys about customer satisfaction with various US phone services, household satisfaction, election polls, and customer experiences with US banking. This was my first taste of the industry, and it was an eye-opening experience that set the stage for my career. Moving Forward 📞 After Western Wats, I joined Qualfon as a Customer Care & Billing representative for a US telecom company. This role further honed my CS skills and gave me a deeper understanding of the telecom industry. Next, I moved to Teletech, where I served as a Tier 1 CSR. Here, I assisted customers in purchasing HP products, managing return and exchange orders, and checking shipping statuses. This role added a new dimension to my experience, as I dealt with a variety of customer queries and concerns. Stepping Up 🏢 My next big step was joining Convergys, a larger company where I initially worked as a Tech Support agent for SiriusXM. However, the account was dissolved, and I transitioned to another tech support role for an ISP. Eventually, I requested a reprofile to Citibank due to better compensation and benefits. This role was more challenging but incredibly rewarding, providing me with extensive experience in financial services. Growth and Development 🌱 The call center industry truly molded me as a professional. The intensive training programs, which ranged from 3 to 6 months, along with constant monthly update training sessions, significantly enhanced my communication and technical phone skills. I developed a strong work ethic, as maintaining green KPIs was crucial. Failing to meet these performance indicators could result in being placed on a coaching list or, worse, facing termination. The KPIs included AHT, customer satisfaction, product knowledge, empathy, solution delivery, and going the extra mile for customers, along with passing the customer experience survey. Challenges and Lessons Learned 💪 Working in the call center industry wasn't easy. The night shifts and the challenging commute to IT Park, Cebu's call center hub, were tough. However, these experiences shaped who I am today. Reflecting on my journey, I am grateful for the experiences and opportunities the call center industry provided. It taught me resilience, adaptability, and the importance of continuous learning. These lessons have been invaluable in my career progression and personal growth. Now, I am open to remote job opportunities as a Virtual Assistant. With a solid background in customer service, technical support, and project management, I am well-equipped to assist startup businesses or digital solutions agencies in managing their operations and tasks efficiently. 😊

I spent a day as a CS agent and learned what kind of a customer I never want to be 👀 Don’t get me wrong - customer complaints are crucial for improving the customer experience. But it seems to me that anyone who’s served clients, whether in digital CS support or waiting tables, often becomes a more empathetic customer. Once you’ve experienced the hustle firsthand, you understand how much a little kindness can mean. Your feedback will always get through, but being nice doesn’t cost a thing and can significantly reduce the stress of those on the receiving end. A few other takeaways from my experience: - Digital support was more challenging than I expected - even compared to my time working in retail during high school and early university. - A deepened understanding of our tools and workflows will help in streamlining processes. - I can now better resonate with the challenges faced by our different users and support teams. - Very useful for designing user-friendly solutions. Have you ever tried stepping into a frontline role within your organisation? If not, I hope you are willing to give it a go 💪