Zoe Melody Georgiou

-Monitoring real time queues and identifying high risk transactions within the business portfolio, such as fraud, theft and similar other risks.
- Determining best practices to support with the identification of transaction patterns and trends.
- Contacting customers and banking institutions to verify transactions and payment information.
- Supporting the resolution of customer transaction queries across multiple channels in a professional, timely and appropriate manner.
- Leveraging my experience to provide comprehensive support, including addressing tricky edge cases, facilitating the introduction to queues/tooling, guiding troubleshooting processes, and serving as a reliable point of contact.
- Supporting the resolution of all queries in a professional, timely, and appropriate manner to maintain SLA requirements.- Monitoring real time queues and identifying high risk transactions within the business portfolio, such as fraud, theft and similar other risks. - Determining best practices to support with the identification of transaction patterns and trends. - Contacting customers and banking institutions to verify transactions and payment information. - Supporting the resolution of customer transaction queries across multiple channels in a professional, timely and appropriate manner. - Leveraging my experience to provide comprehensive support, including addressing tricky edge cases, facilitating the introduction to queues/tooling, guiding troubleshooting processes, and serving as a reliable point of contact. - Supporting the resolution of all queries in a professional, timely, and appropriate manner to maintain SLA requirements.

• Provide assistance to customers about vaccines and up to date Covid-19 guidelines, appointments and restrictions
• Primary activities Assisting the customers over their preferred method of contact (e-mail, phone, remote session) for any questions, comments, concerns or issues that they are experiencing
• Accurately record all contact interactions on systems in line with expected process
• Build sustainable relationships of trust with customers, team members and clients through open and interactive communication
• Ensure you give a positive image and great first impression to all contacts

• Responsible for the monitoring and maintenance of the ticket queue, calls and emails
• Key Accomplishments Provided support for automating multiple manual tasks, including checklist activities, ticket creation and live chat
• Optimized several processes to improve the service quality efficiency
• Target driven and data driven
• Delivering costumer solutions while been empathetic and understanding their needs
• Irish water, customer service, Abtran, Ireland