Conducts comprehensive monitoring and evaluation of both live and recorded calls/chats/emails. Leads onboarding, QA sessions, and escalation analysis to uncover root causes and deliver actionable client insights. Facilitates global calibration sessions and produces weekly performance reports to track trends and drive continuous site improvement. Used problem solving and critical thinking skills to track down billing and payment disputes/claims. Applied product expertise to resolve hardware and software concerns in a timely manner. Awarded employee of the year and received a perfect rating for 2021 and 2022. Worked alongside onshore managers to better solve and understand new and existing client’s requests. Collects provider’s needs, determine technical issues, and design reports to meet data analysis needs. Delve into data to discover discrepancies and patterns.

To be furnished upon request

Answered billing and financial transactions. Tracked online orders, payment applications, and billing disputes. Interpreted and applied Mastercard and Visa Regulations for customers. Worked along with the Fraud departments to identify unusual and suspicious activities on customer’s accounts. Administrative tasks: Scheduler, Data entry, Email and document management, Comprehensive Excel Reports and charts, Multitasker and critical thinker.