Customer Support Specialist
Sendwave
مجموع سنوات الخبرة :5 years, 6 أشهر
Summary:
In this role, I monitored user accounts to identify and address risky activities such as fraud, chargebacks, and scams. I led KYC (Know Your Customer) checks and document verifications to ensure compliance with regulations and company policies. I collected and maintained comprehensive customer data, particularly for high-risk customers, to anticipate their activities. Additionally, I mentored junior team members, trained new representatives, and devised optimal solutions to customer inquiries while ensuring compliance.
Key Achievements:
- I implemented advanced risk assessment tools, leading to a proactive approach to risk management and decreased fraudulent activities.
- I organized training programs and workshops to enhance understanding of KYC, financial crime, and risk mitigation, improving collaboration and organizational preparedness.
- I led initiatives to enhance team performance, resulting in increased operational efficiency within customer support and client teams.
I provided hands-on assistance to clients via email, chat, and telephone, refining my customer support skills and demonstrating effective team leadership. I was clients' primary point of contact, ensuring they received timely and comprehensive information, fostering satisfaction and loyalty. I coached junior representatives and managed escalations, collaborating with other departments for swift solutions.
My key achievements include:
-Initiated standardized responses and authored support center articles.
-I played a key role in recruiting and training new team members.
-Innovated processes that streamlined client operations, and improved turnaround times for client onboarding.
-Promoted to Client Team Leader.