Customer Service Agent

Conducted account verification and legitimacy checks, applied KYC protocols and fraud detection measures, investigated suspicious activity and unauthorized transactions, managed escalations, partnered with fraud prevention and compliance teams, maintained documentation for audits and regulatory reviews, supported customers across multiple channels, used F5 for call management, used Zendesk for case tracking and ticket resolution, and contributed to SOP updates and workflow improvements.

Assisted customers with placing orders, tracking shipments, resolving billing disputes, handling damaged items and delivery delays, coordinated with fulfillment centers and warehouses, managed returns and refunds, communicated through phone, email, and chat, documented cases using the NICE platform, and delivered proactive updates.

Assisted customers in obtaining legal paperwork in the U.S., requested and verified required documents, managed inbound and outbound calls, acted as a liaison between the office and immigration authorities, notified clients about first notices, and provided clear guidance and empathetic support.