Customer Support & KYC Professional | 17+ Years BPO & RemoteCustomer Support & KYC Professional | 17+ Years BPO & Remote
Kristian
ID Verified$1,200
per month
($7/hour)
Profile Description
I have over 17 years of combined experience in BPO, remote, and freelance work, mostly focused on customer support and helping customers resolve their concerns. Along the way, I’ve also gained experience in KYC and identity verification, CRM systems, case handling, quality checks, and team leadership. I’ve managed teams of up to 15 people and have also been involved in improving workflows and keeping support processes organized. I also have experience managing a rental property, which has given...
Top Skills
Skills & Expertise
Skill Levels Explained:
💡 Hover over any skill level to see exact years of experience
Customer Success
Virtual Assistance & Admin
Work Experience
Sales Assistant
Life at Sea Cruises
Mar 2023 -
Key Achievements:
Managed reservations, cabin/booking assignments, and cancellations, coordinating across departments to ensure accurate information and meet customer preferences, directly comparable to appointment scheduling and rescheduling. Provided informed recommendations to customers by maintaining in-depth product knowledge, offering guidance similar to explain service options and clinic procedures to patients. Maintained accurate records of transactions and interactions while generating reports on booking trends and customer feedback. Consistently worked toward individual and team service/sales targets, reinforcing a metrics-driven approach to customer satisfaction.
Quality Analyst
HCL Technologies
Feb 2017 - Present
Customer Support Representative
Valhalla Vitality
Jul 2023 - Jul 2026
Key Achievements:
Served as first point of contact for customer inquiries via email and support tickets, resolving issues and troubleshooting concerns while consistently meeting service level agreements (SLAs). Managed customer support cases from initial inquiry through resolution, maintaining accurate documentation and coordinating with internal teams to close out complex concerns efficiently. Followed up on open inquiries to ensure timely resolution and a positive customer experience, aligned with response time and satisfaction standards. Maintained detailed records of customer interactions and generated regular reports on ticket volumes, response times, and customer feedback to support continuous service improvement.
Activation Manager (Virtual Assistant)
Remotely Philippines
Mar 2022 - Dec 2022
Key Achievements:
Acted as the primary remote point of contact for clients, communicating via text, calls, email, and Zoom to answer questions and guide them through onboarding. Supported clients through the full onboarding process, ensuring a smooth and positive experience from first contact to account activation.
Team Leader
HCL Technologies
May 2017 - Mar 2018
Key Achievements:
Led and coached a team of 15 customer service representatives, monitoring daily performance and calibrating against company goals. Completed daily End-of-Day (EOD) performance reports and administrative tasks to keep team output on track.