Position: Antifraud/Risk Manager/Billing Support
Category: Support
English level: upper
Years of experience: 2

Customer support agent[Later Billing Support Representative]
TrusTech | 08.2021 - 04.2023
Key achievements:
Conducted several trainings to increase the overall agents efficiency
Introduced the scripts for a third party software that optimized the work process by 35%
Collaborated with QA Department and sucessfully improved the onbording flow
Maintained average QC score above 97%

Responsibilities:
Showed a 17 seconds response time on live chats, 24 minutes on tickets and 11 seconds on calls while maintaining the quality and providing an extra-mile.
Developed and implemented new workflows in cooperation with QC/Education Managers teams, adjusted and improved new flows in Notion knowledgebase.
Did A-Z handling of chargeback disputes and billing-related cases in Worksection workspace as well as made finance impacting decisions based on the company policies and my own investigations.
I have recently found my passion in being a billing specialist with over a year of experience in this field stressing my skills to the maximum in order to deliver a personalized quality solution to any customer, as well as to enhance the internal processes thus optimizing and improving the workflows.

As of right now I'm responsible for managing antifraud systems, developing workflows and setting up billing department “from scratch”

I’m also accustomed to basic CRM systems, Worksection, Paycore, Midigator, Solidgate, Zendesk, Freshdesk, Jira, Asana, Stripe, Merchanto, ChargebackHIT, Checkout, Maxpay, Exactly,  MS Office package, Notion, Canva and I’m looking forward to learn something new and grow personally, as well as expanding my skills
No night shifts and no calls. Preferably 5/2 schedule.