Zeeshan Naqvi

• Manage technical issues and troubleshooting for ANZ Worldline terminals and POS systems in an agile environment.
• Coach and train model office trainees through call audits, live monitoring, and one-on-one sessions.
• Maintain secure handling of sensitive client data, ensuring compliance with privacy regulations.
• Collaborate with teams to improve processes, implement solutions, and safeguard data.
• Resolve client issues professionally and communicate policies, procedures, and updates clearly.

• Customer Service Analyst - Fraud Protection Analyst for Global New Accounts
• Coordinated and validated new account applications, performing quality assurance and thorough documentation checks.
• Communicated with internal teams and customers to address issues, provide updates, and ensure compliance with processes.
• Analyzed data to identify patterns, track progress, and support decision-making.
• Used technical tools (Tableau, CLIC, GRIFFIN, AVS, CNP) to monitor workflows and maintain accurate records.
• Supported team development by auditing tasks, providing feedback, and assisting with process improvements.
• Prepared reports, visualizations, and presentations to communicate findings and project updates to stakeholders.
• Collaborated with cross-functional teams to implement and maintain effective operational strategies.

Disputes Analyst - Senior Customer Care Professional

• Coordinated and investigated disputes by liaising with customers, merchants, and law enforcement to gather accurate information.
• Applied judgment and processes to approve or resolve cases, ensuring compliance with departmental procedures.
• Conducted team call audits, provided feedback, and coached staff to improve performance and adherence to standards.
• Participated in projects and pilot programs, including upselling initiatives and leadership development (Project YLA).
• Supported new hires through training, LMS coaching, and certification of on-the-job tasks.
• Maintained up-to-date knowledge of systems, compliance, and industry processes to ensure accurate case handling.
• Delivered excellent customer service while resolving corporate card inquiries and escalations efficiently.

• Evaluated associate-customer interactions and conducted call/email audits to assess performance and compliance.
• Resolved customer concerns efficiently, supporting retention and service quality.
• Coordinated responses to complex queries and maintained accurate customer records and databases.
• Analyzed financial information to support credit decisions and ongoing monitoring processes.
• Mentored junior team members, enhancing team performance, collaboration, and process adherence.

• Partnered with cross-functional teams to analyze processes, identify issues, and improve workflow efficiency.
• Conducted quality assurance on transactions and account activities to ensure regulatory compliance.
• Maintained and updated customer records while addressing concerns to enhance satisfaction.
• Supported team collaboration by presenting complex findings through clear reports and visualizations.
• Contributed to business growth initiatives through process improvements and data-driven insights.

• Managed incoming calls, directed queries, and resolved client/guest issues efficiently.
• Coordinated with internal teams (housekeeping, maintenance) to address requests and complaints.
• Scheduled appointments, updated client records, and maintained accurate documentation.
• Provided professional, friendly assistance to visitors and customers, ensuring positive experiences.