Customer Service Agent
About Me
I am an active and empathetic person who focuses on customer service. I am highly organized and have several years of experience managing different types of accounts, helping many clients worldwide. I have also worked for remote companies, which has strengthened my adaptability. I learn quickly, enjoy a positive work environment, and thrive in competitive settings, but above all, I am responsible and committed to my work. I bring 3 years of remote experience and 4 years of overall professional experience.
Skills
Problem SolvingCustomer ServiceComplianceJiraGoogle SuiteSlackZendeskCustomer RetentionEmpathyKYCPhone Support
Education
High School Diploma
Experience
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.