Looking for a strategic partner to elevate your customer experience, optimize workflows, and ensure every customer interaction adds value? Let’s connect and make it happen!
Customer Service Specialist| Team Supervisor| Account Manager | Virtual Assistant
With 8+ years of experience in E-Commerce and FinTech, I specialize in creating meaningful customer experiences and inspiring teams to exceed expectations. My expertise lies in problem-solving, fostering customer trust, and implementing solutions that enhance satisfaction and retention. Driven by a passion for excellence and commitment to continuous improvement, I empower teams to achieve their best while delivering impactful business results. Let's achieve success together!
Key Areas of Expertise:
Customer Support & Account Management:
Provided multi-channel customer service via email, live chat, and social media (Dizcord, Telegram, WhatsApp) using Gorgias, Zendesk, Intercom, and HelpScout, ensuring prompt and professional responses.
Resolved complex customer issues related to account access, subscription management, order fulfillment, payments, refunds, and product troubleshooting across eCommerce, FinTech, and dropshipping platforms.
Managed client accounts by ensuring smooth onboarding, proactively addressing concerns, and providing personalized guidance to improve customer satisfaction and retention.
Assisted high-value clients and traders with account setup, funding inquiries, and platform navigation, ensuring seamless experiences in CFD brokerage and prop trading firms.
Maintained detailed CRM records and customer profiles, tracking interactions and resolutions to provide seamless support and follow-ups.
Collaborated cross-functionally with finance, compliance, and operations teams to expedite resolutions related to transactions, KYC verification, and platform escalations.
Monitored customer trends and feedback to identify pain points and propose process improvements that enhanced service efficiency.
Escalation & Dispute Resolution:
Handled high-priority escalations, analyzed root causes, and implemented effective solutions to resolve complex customer concerns.
Managed Trustpilot and public review platforms, responding professionally to feedback, addressing complaints, and leveraging positive experiences to enhance brand reputation.
Reviewed and curated customer testimonials, identifying key insights to highlight positive experiences and reinforce brand credibility.
Investigated and processed refund requests and disputes, tailoring resolutions based on customer value, offering discounts, promo codes, partial refunds (15%, 30%, 50%), or full refunds to balance customer satisfaction and business objectives.
Conducted KYC verification reviews, identifying compliance failures, assisting customers with verification processes, and ensuring regulatory adherence.
Team Leadership & Mentorship:
Supervised and mentored customer support representatives, providing coaching and performance feedback to drive quality improvements.
Developed internal training resources and FAQs to enhance team knowledge and operational efficiency.
Created and managed work schedules based on data analytics, ensuring optimal team coverage and productivity.
Payments & KYC Compliance:
Processed and reviewed WooCommerce and Shopify transactions, ensuring timely and accurate payments.
Conducted KYC verification using Sumsub and B2Core to prevent fraudulent activities and ensure regulatory compliance.
Managed customer deposits, withdrawals, and fund allocations, collaborating with internal teams for smooth financial operations.
Process Improvement & Workflow Optimization:
Designed and implemented customer service workflows to enhance efficiency and response times.
Developed internal SOPs, FAQs, and knowledge bases to improve onboarding and reduce escalations.
Monitored performance metrics and provided insights to optimize team output and customer satisfaction.
Your customers deserve the best, and so does your business. With a strong foundation in support operations, team leadership, and customer satisfaction, I’m here to help you deliver both. Let’s collaborate to turn challenges into growth!
