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Backoffice and Escalation Agent with 4+ years in customer support and financial processing
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Competencies
Provided premium support to high-value gaming customers, ensuring satisfaction and loyalty.
Researched and investigated payment errors and customer concerns to deliver effective resolutions.
Created, modified, and corrected customer accounts across multiple platforms to ensure data accuracy.
Documented and tracked case resolutions to support operational integrity and knowledge sharing.
Education
Languages
Summary
Dedicated professional experienced in handling complex escalations, managing customer accounts, and processing financial transactions in digital environments. Proven ability to improve operational workflows and deliver exceptional customer service.
Key Achievements
- Handled complex customer escalations promptly, maintaining satisfaction and reducing churn.
- Processed refunds and corrected account balances with accuracy, ensuring compliance and customer trust.
- Collaborated across teams to streamline processes, improving service response times and operational efficiency.
Experience
BACKOFFICE AGENT
Process refunds for a wide variety of digital content with accuracy and efficiency., Research, investigate, and escalate payment errors (including credit card discrepancies) to the fraud team., Correct account imbalances by adjusting or removing funds, ensuring customer satisfaction and...
ESCALATION AGENT - BACKOFFICE
Served as a key point of contact for complex customer concerns, ensuring timely and empathetic resolution., Created, modified, and corrected customer accounts across multiple platforms., Acted proactively to identify potential challenges, mitigating escalation risks., Investigated and followed up...