Global Customer Experience SpecialistGlobal Customer Experience Specialist

Key Achievements:

-Manage 100+ merchant support tickets daily while consistently maintaining 95% CSAT, a 1-second First Response Time, and an average 5-minute resolution time. -Investigate and resolve complex payment and transaction issues end-to-end, identifying root causes and coordinating closely with Product and Operations teams. -Build strong merchant relationships through clear, professional, and solution-focused communication that drives trust and retention. -Proactively identify recurring issues and share structured insights with internal teams, contributing to product and process improvements. -Quickly adapt to new product features, tools, and workflows in a rapidly evolving B2B payments landscape

Key Achievements:

-Resolved 95%+ of customer queries within SLA, contributing to a 20% increase in overall customer satisfaction (CSAT) over 12 months. -Handled an average of 80–100 support tickets daily across phone, chat, and email while maintaining a 98% accuracy rate and consistently positive customer feedback. -Reduced ticket backlog by 30% through proactive engagement and improved ticket triaging systems. -Played a key role in reducing customer churn by 15%, empowering users through tailored product education and support. -Delivered weekly insights from customer trends that directly influenced 3+ major product enhancements, improving app usability. -Collaborated with product and operations teams to streamline workflows, resulting in a 10% reduction in resolution time and smoother handoffs. -Achieved CSAT scores of 90%+ for six consecutive quarters, regularly ranking in the top 5% of the support team

Key Achievements:

-Prevented over $500,000+ in fraudulent losses by proactively monitoring customer transactions and behavioral patterns, enhancing platform safety for thousands of users. -Achieved a 35% year-over-year reduction in fraud incidents, significantly boosting customer trust and improving app rating in fraud-sensitive regions. -Reviewed and triaged 2,000+ transactions monthly, maintaining a 98% accuracy rate while ensuring swift and fair customer resolutions. -Partnered with customer support teams to resolve fraud-related cases 40% faster, reducing customer anxiety and improving retention during critical touchpoints. -Reduced false positives by 25% through data-driven adjustments to detection rules, improving both user experience and internal efficiency. -Led internal risk reviews that resulted in 5+ key process improvements, minimizing operational vulnerabilities and aligning with fintech compliance standards.

Key Achievements:

-Increased customer retention by 30% by proactively engaging users with onboarding support, periodic check-ins, and personalized usage insights. -Supported over 10,000+ customers with successful onboarding, limit increase requests, and account updates, contributing to a smoother user journey. -Resolved customer issues with a 98% satisfaction rate, serving as the primary point of contact for escalations and feedback. -Prevented potential fraud in 1,200+ accounts through ID verification and behavior-based flagging, protecting both users and the company’s financial integrity. -Collaborated with cross-functional teams to reduce response time on complex issues by 25%, resulting in faster resolutions and happier customers. -Acting as a primary point of contact for customers and providing exceptional support whenever they encounter issues or have questions. This involves collaborating with other internal teams to resolve complex problems. -Monitoring customer satisfaction levels and collecting feedback to gauge their overall experience. Using this feedback to make improvements to the product, service, or customer support processes. -Analyzing customer usage and performance data to identify trends, patterns, and potential areas for improvement. Data-driven insights help to make informed decisions and prioritize efforts. -Educating customers about new features, updates, and best practices to ensure they are fully utilizing the product's capabilities.

Key Achievements:

-Communicate with an average of 60 customers per day through phone, email, and chat channels, achieving a satisfaction rating of 95%. -Proactively identify customer needs and provide recommendations for solutions, resulting in a 15% increase in customer retention rates. -Resolve an average of 45 customer inquiries and complaints per day, with a first-time resolution rate of 90%. -Collaborate with other departments on a weekly basis to resolve complex customer issues, resulting in a 20% reduction in customer complaints. -Display a positive and empathetic attitude towards customers, resulting in a 90% satisfaction rating in customer feedback surveys. -Meet or exceed monthly performance metrics, such as a 90% customer satisfaction rating, a response time of under 30 seconds, and a first call resolution rate of 90%. -Provide feedback to management on customer trends, concerns, and feedback, resulting in improvements to products and services that led to a 10% increase in customer satisfaction ratings. -Efficiently and promptly resolve customer complaints and questions by clarifying the customers’ issue; determining the cause of the problem; selecting and explaining the best solution to solve the problem; following up to ensure resolution.

Key Achievements:

-Successfully verified 3,000+ customer profiles while maintaining 100% compliance with internal KYC/AML policies and regulatory standards. -Detected and escalated 70+ high-risk accounts, supporting early fraud prevention and reducing compliance exposure. -Contributed to a 25% improvement in KYC turnaround time by optimizing due diligence workflows and minimizing document errors. -Assigned accurate risk ratings for individual and business clients, strengthening onboarding accuracy and long-term monitoring.