Khushi Mundra

Customer Contact Agent @汇丰

Delivered exceptional customer support to HSBC clients via voice, chat, and email, resolving banking-related queries with speed and empathy.Managed high-volume inbound calls while maintaining first-call resolution (FCR) and high customer satisfaction scores (CSAT).Handled inquiries related to account transactions, debit/credit cards, internet banking, and KYC compliance. Used CRM systems (e.g, Salesforce, Zendesk, internal HSBC tools) to track customer interactions and update case notes accurately.Collaborated with cross-functional teams to escalate technical or complex issues, ensuring timely resolution and follow-ups.Maintained strict compliance with data protection and global financial regulations while dealing with sensitive information.Supported global customers across time zones, demonstrating flexibility and adaptability in a remote or hybrid support environment.Continuously met or exceeded KPIs in average handling time (AHT), CSAT, adherence, and quality audits.