Location
BulgariaRate
Years of experience
4+About
As a highly motivated and multi-talented professional, I bring over two years of experience as a Compliance Officer and Customer Service Advisor, with a focus on quality control, issue detection, and client satisfaction. In my current role as a Compliance Officer at Cybertexex, I perform compliance testing and data analysis to ensure regulatory adherence, identify risks related to fraudulent activities, and make informed decisions on submitted cases. My proactive approach in fast-paced environments allows me to meet quality expectations while maintaining precision in data handling and analysis. Previously, I worked as a Customer Service Advisor at RSVP in London, where I developed strong problem-solving and multitasking skills by handling a variety of customer queries through phone, email, and live chat. I was promoted to Senior Customer Service Advisor, leading a team and managing complex cases while ensuring excellent query resolution practices. Fluent in English, Spanish, and Bulgarian, I provided multilingual support and translation services, contributing to a positive customer experience. Currently, I am pursuing AWS Cloud Architect certification to expand my technical expertise and continue growing professionally.Tech Stack
Customer Service, SupportExperience
- Performing tests, checks, and analysis of user data to ensure regulatory compliance and make corrections for graphical and numerical data.
- Identifying problem areas and risks associated with fraudulent activities and exercising sound judgment in approving or rejecting cases.
- Handling customer inquiries via phone, email, and live chat, resolving a wide range of complaints and providing timely solutions.
- Providing support in English, Spanish, and Bulgarian, including translation services to assist with multilingual customer needs.
- Training and managing a team of customer service agents, guiding them through complex queries and ensuring best query-resolution practices.
- Supporting customers with technical difficulties, identifying issues, and conducting troubleshooting to achieve first-time resolution.
- Upholding privacy and security requirements, conducting KYC checks, and ensuring compliance with legal standards.
Employment history
- Perform compliance testing processes to ensure timely and accurate adherence to regulatory standards.
- Analyze user data using internal and external systems, correcting graphical and numerical discrepancies.
- Identify risks related to fraudulent activities and approve/reject cases based on sound judgment.
- Ensure all testing activities meet agency guidelines and quality expectations.
- Interact with customers via phone, email, and live chat, providing swift and efficient query resolutions.
- Manage multiple live chats simultaneously while maintaining attention to detail and customer satisfaction.
- Resolve technical issues by identifying customer expectations and conducting troubleshooting.
- Train and lead a team of support agents, handling escalated queries and ensuring best practices.
- Oversee team schedules to ensure coverage during peak hours for efficient customer service delivery.
- Provide guidance and escalation support for more complex customer queries.
- Translate for the team to accommodate multilingual customers in English, Spanish, and Bulgarian.
- Support customer account management and offer product troubleshooting services.
Education history
“80+ clients have experienced exceptional results from our IT recruitment and software development services.”
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