Muhammad Ansari Wildan Abdool
Bentley
Summary
Professional with strong background in customer interactions, administration and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Kinatico
11.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Sought ways to improve processes and services provided.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Identified and resolved discrepancies and errors in customer accounts.
- Provided coaching and mentoring to existing and new hires, contributing to their successful integration and upskilling into the team.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Trust Administration Assistant/Senior Trust Administration Officer
Citco Mauritius Limited
09.2020 - 01.2023
- Company Overview: Industry: Corporate Governance
- Initially hired as a Trust Administration Officer and promoted to Senior Trust Administration Officer
- Onboarding and training new team members
- Reviewing tasks assigned to Junior Administrators
- Coordinating with the Compliance Team in Lithuania to ensure documents are on paar with requirements/specifications
- Checking, sorting, and uploading client-related documents into clients' database and internal database
- Reviewing and extracting documents from clients' database to assist Legal Officers
- Tracking daily progress made using Excel spreadsheets
- Presenting project status to higher Management on a monthly basis
Claims Handler
AXA
07.2018 - 09.2019
- Company Overview: Industry: Insurance
- Credit assessment and insurance claims for customers from UK and Europe
Compliance Officer and Chargeback Analyst
Vanuatu Services
09.2017 - 07.2018
- Company Overview: Industry: FinTech & E-Trading
- Providing assistance per phone and e-mail to customers regarding product and services
- Maintaining customers' records, ensuring information and financial accounts are accurate
- Managing complaints, chargeback and dispute cases
- Focused on excellent customer experience by resolving disputes within agreed Service Level Agreement (SLA)
- Monitoring disputed transactions for possible fraudulent activities
Education
Diploma - Legal Studies
University of Mauritius
Mauritius04-2017
High School Certificate -
James Burty David State Secondary School
Mauritius02-2014
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Relationship building
- Complaint handling
- Follow-up skills
- Data collection
- Call management
- Paperwork processing
- CRM software
- Training development aptitude
- Team development
- Building rapport
- Documentation
- Quality control
- Administrative support
- Dispute resolution
- Microsoft Office Suite
- Research
- Account management
- Quality assurance controls
- Seniority/Leadership
- Communications (Verbal and Writing)
Languages
English
Native or Bilingual
French
Native or Bilingual
Interests
- Playing Sports
- Watching Soccer, Movies and TV Shows
- Music
- Helping others and giving back to the community
- Video Gaming
- Personal Development and Self-Improvement
- Travel
Timeline
Customer Service Representative
Kinatico
11.2023 - Current
Trust Administration Assistant/Senior Trust Administration Officer
Citco Mauritius Limited
09.2020 - 01.2023
Claims Handler
AXA
07.2018 - 09.2019
Compliance Officer and Chargeback Analyst
Vanuatu Services
09.2017 - 07.2018
Diploma - Legal Studies
University of Mauritius
High School Certificate -
James Burty David State Secondary School
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