Shehana Mohafuz

We handle inbound customer support requests via phone, chat, and email for BYD vehicle owners experiencing technical issues. We troubleshoot and resolve software-related problems related to the vehicle’s infotainment system (tablet) and the BYD app remotely.

For complex technical or hardware-related issues, we escalate cases and direct customers to authorized BYD dealers for further inspection and repair.

Additionally, we verify customer identity and vehicle documentation, including ID documents and vehicle registration papers, to register customers for a BYD cloud account.

• Carried out day-to-day duties accurately and efficiently.
• Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
• Successfully delivered on tasks within tight deadlines.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Worked flexible hours, covering nights, weekends and bank holidays.
• Offered friendly, efficient customer service and handled challenging situations with ease.
• Improved efficiency and productivity by acquiring new skills.
• Completed duties to deliver on targets with accuracy and efficiency.

• Managed end-to-end KYC verification for personal and business American Express card applications, ensuring compliance with regulatory and internal policy requirements.
• Conducted due diligence checks for business applications by verifying directors and shareholders using GOV.UK and LexisNexis to assess business legitimacy and support AML compliance.
• Reviewed and verified customer identification documents, bank statements, and supporting financial records for personal card applications.
• Utilized Doc Verify to authenticate and validate customer-submitted bank statements and supporting documentation.
• Assessed HMRC tax documents and escalated cases to the internal tax team for further review and verification; monitored outcomes and updated customer records accordingly.
• Used Go2 to upload, manage, and maintain customer documentation throughout the application and verification process.
• Communicated application outcomes and final decisions to customers via email, providing clear, professional, and timely updates.
• Investigated and resolved complex account issues, including stuck payments, duplicate transactions, and account restrictions through inbound calls and email correspondence.
• Maintained accurate case records and ensured adherence to KYC, AML, and data protection requirements.
• Utilized Genesys for call and case management, Microsoft Outlook for customer communication, and Microsoft Excel for data tracking, reporting, and analysis.
• Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
• Successfully delivered on tasks within tight deadlines.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Offered friendly, efficient customer service and handled challenging situations with ease.

Promoted to Resolution Specialist in September 2020; handled manager escalation cases and authorised financial concessions and refunds to resolve complex customer issues.

Served as Subject Matter Expert (SME) for Amazon Ireland and Jordan, conducting virtual on-the-job training (OJT) and live call monitoring while providing structured feedback and performance reports to enhance KPIs and service quality.

started as aCustomer Service Associate at Amazon, handling inbound calls and chats for UK customers. I assisted with order-related issues such as damaged items, replacements, payment problems, and refund requests, helping customers resolve their concerns efficiently.

• Managed inbound calls and chat support for postpaid mobile customers, ensuring timely and effective resolution of inquiries.
• Specialised in resolving billing inquiries, conducting account investigations, addressing roaming charge disputes, and processing refunds to enhance customer satisfaction.
• Investigated and resolved complex billing issues, delivering accurate solutions that contributed to overall customer satisfaction.
• Resolved customer concerns efficiently while maintaining high service quality and compliance standards.
• Assisted customers with account-related queries and explained charges, plans, and billing processes clearly.