Brief Introduction

Dynamic and results-oriented professional with proven expertise in customer service and support. Eager to leverage diverse experience in managing customer inquiries and providing top-notch assistance to optimize customer satisfaction and retention. Seeking a challenging role in a customer-centric organization where I can utilize my communication skills and marketing background to contribute to the company's success while furthering personal and professional growth.

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Skillset

• 3 years of relevant experience
• Refund Processing
• Billing Computation
• Billing
• Fraud Detection
• Phone Support
• Customer Support
• Troubleshooting
• Customer Experience
• Helping and Advising Customers
• Marketing Campaigns
• Email Support
• Attention to Detail
• Empathy

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Work Experience

• Billing Email Support

  Oct 2022 - Mar 2024

  
  
  • Managed refund requests, including verification, calculation, processing, and customer communication, while maintaining accurate billing records. Actively monitored billing records for fraud or suspicious activity, conducted investigations to identify causes, took necessary actions including refunds and reporting to authorities, and updated billing records accordingly. Managed refund monitoring through payment portals like Ingenico and Adyen, ensuring accurate processing and crediting to customer accounts, investigating discrepancies, and liaising with payment providers for issue resolution in previous role. Authenticated currency vouchers, investigated potential scams or fraud, and took actions to prevent further fraudulent activities while promptly reporting incidents to relevant authorities.
  
  

• Alorica Teleservices Inc.

  Feb 2022 - Sep 2022

  
  
  • Handled 3-5 chats simultaneously - replying to customer questions, research account activity and notes, troubleshoot issues, and provide supporting help documentation
  • Educated current and potential customers with product and service information and maintained accurate customer records
  • Advised customers of the best features and products suitable for their way of living.
  
  

• Customer Service Representative

  Aug 2021 - Feb 2022

  
  
  • Assisted in managing calls regarding different concerns such as making, rescheduling, and cancelling reservations for guests and maintaining quality service despite disrupts due to uncertain travel requirements.
  
  

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Education

• Degree: Bachelor of Science in Management Accounting

  Major: Duration: Jun 2019 - Sep 2023