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Competencies
Demonstrated experience with Customer Service.
Demonstrated experience with Customer Support.
Demonstrated experience with Problem Solving.
Demonstrated experience with Conflict Resolution.
Demonstrated experience with Account Management.
Education
Languages
Summary
Professional profile
Experience
AML Back Office Representative
Reviewed and analyzed AML cases according to established procedures and compliance guidelines.. Conducted customer and transaction screening to identify potential risks and suspicious activity.. Reviewed customer profiles, transaction activity, and case information to identify potential AML red flags.. Documented case findings and maintained accurate case records in internal systems.. Applied AML concepts including transaction monitoring, layering, integration, and cash flow analysis.. Maintained accuracy, confidentiality, and compliance while meeting quality and productivity standards.
Customer Service Representative
Assisted customers with hotel reservations, cancellations, and refunds.. Resolved account access issues and handled customer complaints.. Maintained high customer satisfaction in a fast-paced environment.
Customer Service Representative
Supported customers with mobile plans, billing issues, and account updates.. Assisted with phone sales, upgrades, and adding new service lines.. Handled high-volume calls while maintaining service quality.
Back Office Customer Service Specialist Level 2
Resolved complex cases including expired gift cards, refunds, and replacements.. Managed fraud cases and maintenance fee reversals.. Provided detailed account investigations and solutions.
Customer Service Representative
Coordinated with travel agencies and hotels for cancellations and refunds.. Processed credit card authorizations and booking issues.
English Teacher
Taught Basic, Intermediate and Advanced English to children and adults in virtual settings.. Developed lesson plans focused on grammar, vocabulary, and conversation skills.. Adapted teaching methods to different learning styles and student levels.. Helped students improve pronunciation, confidence, and overall communication skills.. Maintained a positive and interactive online learning environment.
English Teacher
Taught Grammar, Language, and History to students aged 7–14 (1st–7th grade) using the ABEKA curriculum.. Managed classrooms of up to 30 students, maintaining discipline and active engagement.. Planned and delivered structured lessons focused on reading, writing, and critical thinking.. Adapted teaching strategies to different age groups and learning levels.. Encouraged participation and created a positive, supportive classroom environment.