Esteban

Customer Service Representative

Manage concurrent, high volume customer interactions, resolving inquiries efficiently via both live chat and inbound/outbound phone calls for a major US Fintech platform.. Handle sensitive user accounts, troubleshooting inquiries regarding mobile banking features, transaction disputes, direct deposits, and card accounts while strictly adhering to financial compliance regulations.. Consistently achieve and exceed core performance Key Performance Indicators (KPIs), including CSAT (Customer Satisfaction), FCR (First Contact Resolution), and AHT (Average Handling Time).. Utilize structured troubleshooting workflows and active listening to diffuse tense situations and boost customer loyalty.