Global Payments Processing Center - United Kingdom June2015 – August 2020 (Escalation Support Specialist)
● Handles Complaints, Escalations, Refunds, Service Accuracy, Customer Service via E-mail. ● Support agents through sharing knowledge. ● Process work within agreed SLAs. ● Provides support guidance/ resolve routine questions and problems. ● Provides necessary coaching to agents. ● Prepare reports as required. ● Oversee Teams as support Team Lead. ● Monitor queues (CMS). ● Creates process/Standard Operating Procedure if needed.
October 2010 – May2015 (Customer Service Representative III) ● Answer incoming calls, make outbound calls and deal with enquiries as per FLHD and Chargeback procedures. ● Handled escalated calls for Chargeback issues. ● Provides support or assistance to my colleagues for Chargeback and FLHD concerns. ● Assigned as POC to supervise the team during my superior’s leave (answered email queries, assisted and give updates to the team, etc.)
Key West Data Network Inc. August 2009 to March 2010 (Outbound Sales - Canada) • Outbound calls to offer long-distance services.