A high calibre professional

>Handled a broad range of customer service inquiries including offering assistance to both business customers and consumers. >Explaining billing statements, resolve service problems, taking and tracking orders, refund overcharges, up selling, and ensure that all account information is up to date and accurate. >Often required to multi-task between diffusing calls and computer work on several different tools/ systems.

>Fraud Risk: Handled and reviewed daily merchants' transactions that may engage in fraudulent activities, such as accepting payments for goods or services they do not intend to deliver or processing unauthorized transactions. > Must implement prevention measures to mitigate possible risk for the merchants and the organization as a whole. >Compliance Risk: As part of my previous job in Global Payment, we must comply with various regulations and industry standards, such as the Payment Card Industry Data Security Standard (PCI DSS) and anti-money laundering (AML) regulations. Failure to comply with these regulations can result in fines, penalties, or reputational damage.

My role as team leader involves overseeing a team responsible for identifying, assessing, and mitigating potential risks that could impact the organization's objectives. Here are some of my primary roles: ➢ Risk Assessment ➢ Strategic Planning ➢ Team Management ➢ Communication ➢ Monitoring and Reporting ➢ Compliance Management ➢ Incident Response ➢ Continuous Improvement

➢ Contacting customers via phone, email, or mail to remind them of outstanding payments and to negotiate payment arrangements. ➢ Often need to negotiate payment terms with customers who may be experiencing financial difficulties or disputes with the company. ➢ Maintain accurate records of all collection activities, including correspondence with customers, payment agreements, and any changes to account statuses. ➢ Providing regular reports to management on the status of outstanding debts, collection efforts, and trends in payment behavior.

>Provide first-level technical support for television, internet, and phone services issues. >Assisting customers with hardware, software and connectivity problems for internet services. >Additionally, supported voicemail, telephone and other phone features. >Provide timely resolutions to support mission-critical application users. >Promoted to assume additional responsibilities as Subject Matter Expert (SME) providing expert guidance to help agents in the production floor. >Taking escalated calls from agents. >Also, doing call monitoring and providing quick feedback after the agent’s call. >Assisting Team lead to basic roles such as updating team’s scorecard, facilitating team huddles, and sending attendance report to Workforce.

My tasks as customer service representative (Non-voice) >Daily monitoring of live listings on E- bay >Research and updating of keywords for 3rd party listings >Providing support for the customer service team >Reporting issues/bugs to the dev team >Ensure all listings is within compliance of brands and company >Review account take over cases