Position: support / complaints / aml agent
Category: Support
English level: fluent
Years of experience: 4

1) over 12000 customers' inquiries handled;

2) 70-80/100 QA scores during the first 3 months (trial period), 90‐100/100 QA scores after the trial period;

3) the companies templates & procedures were bettered\optimized\changed based on my feedback; 

4) payment fraudsters spotted;

5) complaints solved or the clients' will to bring the complaints to further stages lowered;

6) a high chat satisfaction rate was a rule during the support agent position.
The tasks performed at my latest position  were mainly client verification by checking the documents needed for the KYC procedure, considering clients' withdrawal requests up to 3000 GBP and a simplified customer due diligence.

Before that, I had been a support & complaints agent in Plus500 providing support to the clients and handling their complaints under 6 regulations.

At all jobs, I was proactive with suggestions on a company's templates and procedures.

My next professional stage to be achieved is to become a team leader.
- supporting clients or managing a support team;

- paying withdrawal requests;

- doing customer due diligence.