Senior Process Expert

Jun 2017 - Nov 2023

Used CRM Salesforce to manage customer accounts. Conducted root cause analysis. Managed export processes for Vietnam and Cambodia. Provided back-end support for port and customs requirements of Australia shipments. Answered 80-100 emails daily. Took extra steps to minimize future pain points and ensured customer eccentricity.

Support Specialist

May 2016 - May 2017

Processed money transfers using customer’s debit/credit card. Validated customer identity to ensure security. Assisted with Western Union Compliance – AML trained. Secured customer accounts.

Account Manager

Jun 2013 - Apr 2016

Managed territory sales leads and met sales targets. Delivered after-sales service to clients.

Support Specialist

Jul 2008 - Aug 2011

Processed money transfers using customer’s debit/credit card. Validated customer identity to ensure security. Assisted with Western Union Compliance – AML trained. Secured customer accounts.

CSR

Jun 2007 - Jun 2008

Answered inbound calls from US clients with queries and requests about their insurance policy. Met KPIs set by vendor. Pacified irate customers professionally and empathized with customers regarding insurance claims.