Processed withdrawals and refunds while ensuring compliance with internal policies and fraud prevention procedures. Conducted KYC reviews and verified customer documentation to ensure regulatory compliance. Managed escalated customer cases and resolved complex account-related issues. Investigated suspicious activity and assisted in fraud prevention efforts.

Delivered customer support via live chat, assisting customers with account inquiries, payments, bonuses, and platform-related concerns. Managed multiple customer interactions simultaneously while maintaining high service standards. Built positive customer relationships through effective problem-solving and communication.

Assisted customers with credit card inquiries, payments, account management, billing statements, and fraud-related concerns. Processed fraud claims according to financial institution policies and procedures. Provided exceptional customer service while handling sensitive financial information. Maintained compliance with banking regulations and security requirements.

Among my numerous duties as the team's QA supervisor, providing excellent service is one of the most significant ones. Making sure all QAs are aligned within the company standard. Completing weekly audits to guarantee evaluation accuracy. Verify that protocols are being observed. Make sure that all trainings are delivered effectively. Additionally, I train all new hires that are joining the team. Provide weekly reports to management to inform them about the team scores and contacts that are being completed. Ensure all coaching are being provided within the estimated time frame and all deadlines for QAs report are being met. As a member of the fun committee, I’m in charge of birthday emails for the team.

Led the Quality Assurance department, ensuring compliance, service excellence, and evaluation accuracy. Conducted coaching sessions and quality audits to improve agent performance and customer satisfaction. Trained and onboarded new employees on quality standards, fraud prevention, payout reviews, and operational procedures. Monitored daily operational workflows, ensuring timely processing of customer transactions and requests. Investigated fraud-related cases, conducted KYC reviews, and identified suspicious account activity. Produced weekly reports highlighting performance trends, quality metrics, and business improvement opportunities. Assisted in recruitment efforts by conducting interviews and evaluating candidate performance.

I had daily different tasks to comply with, the main one was reviewing customer’s payout requests by following our parameters to make sure they qualify to withdraw money out of their account. As a Tier 3, my responsibility was to approve and process payouts that have successfully passed their review and provide support to the supervisor by checking on any notification that indicates a failure of one of our processors. My other tasks included finding credit card deposits that were declined in our processors and find transactions that were made with cryptocurrencies but remained uncredited in a player’s account. I was also in charge of answering player’s inquiries or concerns regarding their payouts or their rollover. Made sure that everything was in order with all our payouts methods and that the players would receive their money fast and have the best experience as one of our main goals.

Evaluated customer interactions and provided coaching to improve service quality and compliance. Developed action plans to support employee growth and performance improvement. Collaborated with leadership teams to maintain operational excellence.

My main role in the PSPO department was to review customer’s payout requests and make sure rules were complied with to release money out of their account.

Processed customer payouts and account transactions while ensuring compliance with company policies. Managed operational tasks and customer account requests in a high-volume environment. Maintained accuracy and efficiency while meeting productivity targets.

While I was part of the Email Team, I had to answer players who would contact us via email about their sports account. My daily goal was to respond 45 emails or more. As part of my daily duties, I also had to answer any incoming VIP player call, and on busy days assist through live chat.

Delivered personalized support to VIP customers via email and phone. Built strong customer relationships and ensured high levels of customer satisfaction. Consistently exceeded response-time and service-quality expectations.

My role as a PS agent was to assist each player who would contact us regarding their sports account, either with a concern or complaint and also take credit card payments. These were attended via phone, live chat or emails.

Assisted customers through phone, email, and live chat channels. Resolved customer inquiries while maintaining a positive customer experience. Demonstrated strong communication and relationship-building skills.

Provided technical troubleshooting and support for home appliances, including washers, dryers, refrigerators, and other household equipment. Diagnosed customer issues and guided customers through troubleshooting procedures to achieve effective resolutions. Generated upsells by promoting and selling extended warranties and protection plans to existing customers. Identified upselling opportunities through customer interactions and recommended additional products and services based on customer needs. Consistently met sales objectives while balancing technical support, customer service, and revenue-generating responsibilities. Educated customers on product protection benefits, increasing warranty enrollment and customer retention. Scheduled technician appointments and coordinated service requests to ensure customer satisfaction. Maintained accurate customer records and documented all sales and support interactions.

Handled customer inquiries, complaints, billing questions and payment extension/service requests. Calmed angry callers, repaired trust, located resources for problem resolution and designed best-option solutions. Interfaced daily with internal partners in accounting, field services, new business, operations and consumer affairs divisions.

Provided technical support during an international climate conference held in Panama City. Assisted conference attendees and staff with technology-related issues and equipment setup.

Provided customer support for technical and account-related inquiries. Assisted customers with troubleshooting and issue resolution. Delivered professional customer service in a fast-paced support environment. Built customer trust through effective communication and problem-solving.