CJ

Caroline johanna dias

As a Retention Officer, I bring a determined and ambitious approach to my work, always striving for mastery and meticulous execution. I am deeply committed to accountability, ensuring that every effort contributes to achieving exceptional results and continuous improvement in customer satisfaction and retention.

Work style

Remote

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Contact details — on requestProof of Work — on request

Experience

L

Retention officer-Telecommunications

Lycatel BPO Private Limited · Feb 2021 – Dec 2022

Not yet confirmed
  • Served as the Primary point of contact for High Risk customers, resolving complex issues and Rebuilding trust in the brand through Empathetic communication and solution-driven support and Retention Strategies adhering to internal policies.
  • Handled customer queries related to account security and verification processes.
  • Assisted customers with plan activations, top up failures, troubleshooting network issues, compatibility,Service activation support.
  • Restored Brand confidence by addressing concerns and Following a Structured Customer Service Experience and Personalized Solutions for customers.
T

SENIOR CUSTOMER SERVICE SPECIALIST

Teleperformance-Barclays Bank operations · Apr 2018 – Feb 2021

Not yet confirmed
  • Supported Barclays Bank Operations.
  • Managed a high-volume portfolio of International debtor accounts, ensuring accurate onboarding.
  • Achieved 98% accuracy in creating debtors for Barclays Bank, leading to recognition from Relationship Managers of Barclays in Uk.
  • Received several RNR Awards for 100% production 100%quality 100%schedule Adherence.
  • Processed large-scale debtor creation and customer verification requests using internal banking systems and CRM tools.
  • Handled high-value, multi-currency transactions (GBP, EUR) with strong attention to detail.
  • Maintained 98% accuracy within strict SLA and regulatory frameworks.
  • Identified discrepancies and conducted risk-based assessments, escalating high-risk cases.
  • Ensured data integrity and compliance with banking standards.
S

CLIENT CARE SPECIALIST

Standard chartered Bank · Mar 2017 – Apr 2018

Not yet confirmed
  • Managed credit card operations, including account servicing and handling transaction-related queries.
  • Identified and escalated suspicious or unusual transaction patterns.
  • Ensured adherence to banking regulations, internal compliance standards, and data accuracy requirements.
  • Supported cross-selling of credit card products while maintaining ethical guidelines.
  • Delivered high-quality customer support in an SLA-driven environment, ensuring timely and accurate resolution.
  • Effectively increased sales by 25% through cross selling of credit card and card upgrades.

Skills 0 proven through work

Also works with

Time Tracking Software UsageWork Planning and PrioritizationAdaptabilityPractical JudgmentCustomer De-escalationCustomer Expectation ManagementProcess ImprovementResource UtilizationQuestioning SkillsProactive InitiativeCustomer Issue ResolutionEmpathyAccount AnalysisMulti-currency Support ImplementationFraud InvestigationSOP DevelopmentSubject Matter ExpertiseOn-time DeliverySoftware Quality AssuranceProduction PlanningProduct & Service KnowledgeMultitaskingData ValidationData File CreationCustomer Relationship BuildingCustomer ServiceSolution ConsultingSpeaking ClearlyAttention to DetailListening AttentivelyCustomer Retention and Churn Prevention

Proof of Work

Proof of Work

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Education

Diploma, French Language and Culture

Alliance Française de Madras · 2023 — 2025

Bachelor, Business Administration BBA

Ethiraj College for Women · 2013 — 2016

Higher Secondary Education, Commerce/Computer science

Doveton Girls Higher Secondary School · 2011 — 2013

Contact details

Contact details

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