ROZER AMOLIK

• Company Overview: WF is an american multinational financial services company with significant global presence. Operates in 35 countries and serves over 70 million customers.
• Supported internal and external customers with inquiries and complaints regarding financial products and services.
• Determine appropriate course of action, conduct investigative steps, and process complex transactions online.
• Review complaints for regulatory/non-regulatory flags and classify risks appropriately in the case management system.
• Interact with internal departments to rectify errors and ensure regulatory compliance.
• Review recorded customer conversations, complete pre-checks, and process payments as per SOP.
• Received Spotlight Awards (Q2 & Q4) for exceeding quality benchmarks and proactive resolution.

CEDA-MANUAL REVIEW

• Working under the Enterprise Compliance Line (ECRL) as part of the CEDA (Customer Excellence Data Analytics) team.
• Perform manual audits on impacted accounts using First-Level Review (FLR) and Second-Level Review (SLR) to validate data accuracy before updating internal records.
• Ensure correctness and integrity of customer remediation information before final submission, reducing the risk of regulatory flags or rework.
• Work closely with audit, compliance, and remediation teams to meet strict internal audit expectations and maintain data consistency.
• Investigate and resolve customer complaints in alignment with compliance policies and federal regulatory standards.
• Conduct pre-checks, review recorded calls, and analyze customer profiles to determine eligibility for remediation.
• Draft and send resolution letters and payment details to impacted customers after cross-verifying with internal teams.
• Maintain case records and risk classifications in the internal case management system (ICMS) to ensure audit accuracy.
• Enhanced customer satisfaction by promptly addressing and resolving complex issues.

• Company Overview: Hsbc holding plc is one of the world's largest banking and financial services organization.
• Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
• Helped with planning schedules and delegating assignments to meet coverage and service demands.
• Mentored team members to enhance professional development and accountability in workplace.
• Established objectives to offer team members clear roadmap to help company achieve overall goals.
• Handling migration training & stakeholders calls.
• Follow escalation protocol & assist with the resolution delivery.
• Responsible for accounts onboarding, offboarding and maintenance.
• Flexible to overcome a challenge at work.

• Company Overview: Provider of customer management services.
• Provided primary customer support to internal and external customers.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Recommended products to customers, thoroughly explaining details.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Answered customer telephone calls promptly to avoid on-hold wait times.