1. Customer Experience Management

Expert in delivering exceptional service across iGaming, E-Commerce, Banking, and HealthTech with consistent 98–100% satisfaction ratings.

2. Multichannel Customer Support

Proficient in handling email, live chat, social media, ticketing, and community communications with professionalism and accuracy.

3. VIP & High-Value Account Support

Managed high-roller and VIP player relationships, improving loyalty and contributing to a 30% increase in retention.

4. CRM & Ticketing Systems Management

Experienced in CRM workflows, documentation, customer data accuracy, and ticket queue management. (Your roles strongly imply proficiency in CRM and support systems even if not named.)

5. Risk, Fraud & KYC Verification

Skilled at reviewing accounts, performing identity checks, monitoring risk behaviors, and preventing fraudulent activity.

6. Technical Troubleshooting

Able to diagnose platform issues, investigate technical concerns, and collaborate with product/tech teams for resolution.

7. Process Improvement & Optimization

Improved workflows, cut repeated issues by 25%, and increased operational efficiency by 20% through optimized customer service processes.

8. Documentation & SOP Creation

Created training materials, user guides, escalation paths, and support documentation for scalable operations.

9. E-Commerce Support

Handled order management, tracking, returns, replacements, liaison with couriers, and improving fulfillment accuracy by 15%.

10. Consultative Sales Support

Generated 20% of company revenue through follow-up communication, product education, and after-sales support.

11. Community Management & Engagement

Moderated chats, facilitated events, and boosted engagement by 30% in gaming communities.

12. Quality Assurance

Monitored service consistency, reviewed communications, and ensured high-quality responses across channels.

13. Cross-Functional Collaboration

Worked with operations, product, risk, billing, marketing, and leadership teams to address customer needs and improve systems.

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14. Leadership & Coaching

Appointed Officer-in-Charge when Shift Manager was unavailable; coached peers, handled escalations, and supported team performance.

15. Empathy & Customer Understanding

Ability to handle sensitive issues, de-escalate high-emotion situations, and maintain trust with customers.

16. Attention to Detail

Strong accuracy with data, documentation, KYC verification, and investigating complex issues.

17. Problem-Solving & Logical Analysis

Able to diagnose root causes, make sound decisions, and propose practical solutions.

18. Communication Skills

Clear, professional English in written and verbal communication; adaptable tone based on the customer/group.

19. Adaptability

Thrives in fast-paced, changing environments, especially startups and scaling teams.

20. Time Management & Organization

Handles multiple conversations, cases, and tasks efficiently in high-volume environments.

21. Initiative & Self-Motivation

Works independently with minimal supervision; proactively finds information and helps optimize processes.

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22. CRM Platforms

Experience using CRM tools for tracking interactions, documenting cases, account management, and workflow optimization.

23. Customer Support Platforms

Skilled with ticketing systems, chat tools, email systems, and customer communication software.

24. E-Commerce Platforms

Worked with online stores, marketplace tools, and fulfillment systems; comfortable with product inquiries, logistics coordination, and returns.

25. AI-Assisted Tools

Experience using productivity tools and workflow assistants to streamline support tasks (inferred from your portfolio).

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⭐ ACHIEVEMENTS

• Achieved 98–100% customer satisfaction across multiple industries by delivering fast, accurate, and empathetic support.

• Increased VIP player retention by 30% through personalized engagement strategies and high-quality service.

• Reduced repeat issues by 25% by identifying root causes and collaborating with product and operations teams to implement long-term solutions.

• Improved workflow efficiency by 20% through process optimization, documentation updates, and CRM enhancements.

• Contributed 20% of company revenue through consultative communication, follow-ups, and customer relationship building.

• Enhanced order fulfillment accuracy and resolution time by 15%, improving customer experience and reducing operational delays.

• Boosted community engagement by 30% through proactive moderation, event support, and creating safe, inclusive environments.

• Served as Officer-in-Charge during management absences, overseeing team performance, coaching peers, and handling escalations efficiently.

• Created high-quality customer service documentation and SOPs, enabling team scalability and consistency.

• Handled high-volume multichannel support (email, live chat, social platforms) while maintaining accuracy and meeting strict SLAs.

• Supported multiple international brands across iGaming, E-commerce, HealthTech, and Retail with strong performance and reliability.

• Strengthened internal collaboration by bridging communication between product, risk, operations, and customer-facing teams.

• Developed polished brand-aligned content for digital platforms, showcasing strong communication and design sense (from your portfolio).

• Maintained clean and accurate CRM records, ensuring smooth workflows and well-documented customer journeys.

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