Detail-oriented and dependable professional with solid experience in both customer service and back-office operations. Currently working at HSBC Mortgage Back Office as a Checker, where I ensure the accuracy and compliance of all customer account amendments made by Makers, verifying that each transaction aligns with established procedures and internal standards.
Previously served as a Team Leader at ----------- (Oct 2017 – Feb 2018), where I developed and implemented action plans to help CSAs meet performance metrics. I provided real-time call monitoring and feedback, submitted performance reports, and worked closely with management to support individual and team development. I also ensured accurate timekeeping and upheld team accountability.
Core Skills:
Back Office Support: Experienced in managing administrative tasks, data entry, reporting, and workflow coordination.
Data Entry: Accurate and efficient in entering, updating, and managing data with attention to detail and consistency.
Customer Support: Strong ability to resolve customer concerns with empathy and efficiency, delivering excellent service.
Team Management: Proven leadership experience in guiding teams toward performance goals and fostering collaboration.
Decision Making & Problem Solving: Able to assess situations quickly and apply effective solutions.
Time Management & Dependability: Highly organized and consistently meets deadlines while maintaining quality.
Integrity & Communication: Upholds professionalism and ethical standards; communicates clearly with peers and clients.
Team Work: Works well within diverse teams, contributing positively to group objectives.
Tools I Use:
Microsoft Excel & Google Sheets
Internal CRM (HSBC)
Zoom, Microsoft Teams, WhatsApp
With a strong foundation in process management and team support, I’m committed to delivering high-quality work, whether in front-line customer service or back-end operations.
