Senior Customer Service and Payment Agent

I am a bilingual Account & Customer Success Specialist with over 6 years of experience in client-facing roles for North America-based clients. I am skilled in managing client relationships, conflict resolution, and team leadership. My strong background in digital payment systems, international customer operations, and training has equipped me to deliver high-impact support and drive client growth through proactive service and strategic solutions. I hold academic experience in international trade and customs, which complements my professional skills.

Throughout my career, I have excelled in various customer service roles, where I have honed my abilities in conflict resolution and troubleshooting. My experience includes working with digital payment operations and cryptocurrency transactions, which has allowed me to develop a keen understanding of fraud prevention and risk management. I am adept at e-commerce operations and B2B communication, ensuring that I provide the best possible service to clients.

I’ve worked with tools like Slack, BackOffice, Outlook, live chat platforms, and proprietary admin systems.

In my previous roles, I have managed customer service duties and sales operations, including handling quotations and assisting customers directly. I have also worked as a Customer Service & Sales Agent, where I delivered high-level support to clients via phone, email, and chat. My responsibilities included resolving complex issues related to bonuses, deposits, payouts, claims, and casino operations.

I have led training and onboarding for new agents, providing mentorship and support for escalated cases. My recruitment efforts for the department included candidate screening and interviews, ensuring that we brought in the best talent to support our clients. I have processed and reviewed payouts, ensuring accurate documentation and compliance with internal policies.

Additionally, I have guided customers through cryptocurrency transactions, addressing delays and ensuring client confidence. My expertise in fraud detection and prevention has been crucial in identifying suspicious activities and ensuring secure transactions. I have utilized IOvation fraud prevention tools to monitor and mitigate risks, ensuring the integrity of customer accounts and company operations.