Customer Support Problem Solving

TA M A R A L E E Z A RU S T

South African English and Afrikaans Cell: 082-***-**** ***********@*****.*** OB J E CT I V E

I am a young lady who has been exposed to many diverse cultures and I am able to work well with different types of people in different circumstances. I am hard working and fast learning with a passion for new challenges. I am able to adapt to any environment and give 100% to any situation. I always strive for diligence and take pride in honesty and punctuality. I am going back to finish my studies as well and I am determined to educate myself further in pursuit of a better job and life for my family

E XP E R I E NCE

Customer Support/Verification

Banxso/Afrimarkets/Complyx September 2024 - Current Communicating with clients via phone calls.

Communicating with clients regarding their verification. Communicating with clients via live chats.

Communicating with clients via tickets (emails).

Receiving requests from Onboarding Agents for client assistance. Receiving requests from Success Managers for client assistance. Keep track of clients and follow up the trackers – Ticket & Escalation. Follow up on pending withdrawal requests.

Tracking and following-up all customer requests in a timely manner. Providing professional and courteous customer service. Providing assistance to customers in a very pleasant and friendly manner. Handling dissatisfied customers in a polite and professional manner. Handling customers’ complaints, providing appropriate solutions and alternatives within the time limits. Escalating clients’ concerns to the relevant departments and keeping track of the escalations. Raising recurring issues to improve the company’s protocols for better customer care. Answering customers’ inquiries concerning the company’s platform, services, campaigns, etc. Maintaining broad knowledge of the company’s platform, services and campaign Completing the verification process by helping client upload their documentation required to abide by FSE rules.

Compliance analyst

Binance June 2022 -March 2023

First-line of defence analysing KYC documents checking for any fraudulent documentation for identity and address documents. Second line defence using Refinativ and our backend programs to check if any clients are or were affiliated with any criminal activities or convicted of any crimes. Cross-referencing information and adding anything relevant to our data bases for off boarding relating to any criminal activity or sanctions.

Fraud and risk specialist

Moonspin May 2020 -March 2022

My job requires me to analyse several aspects of account history, to include payment and transaction history. Also, to validate KYC documents, bank statements and proof of payment and any relating documents. I am also required to check money laundering, stacking and identify and trace any suspicious or high-risk transactions, determine if there is improper activity involved, and determine if there is any risk to the company.

Validation specialist

DigiCert Jan 2018-Jan 2019

Precisely validated and authenticate businesses and individuals requesting Website/Internet Security certificates for the relevant website/ domains. Also accessing the relevant information and intricate research to finish orders. Technical Assistance to clients having difficulties installing a certificate. Contacting relevant government business registration authorities (e.g CIPC) to ensure a relevant business is registered and active before we can issue a certificate worldwide. Ensuring a validation source is approved

Online English Teacher

Call Force Aug 2014-May 2017

Teaching Chinese and Taiwanese Students both juniors and adults all aspects of the English language including, Vocabulary, grammar, sentence construction, etc. I constantly interacted with Students and had to overcome many language barriers and technical obstacles I face daily and in a timely manner. This job has helped me to become a fluent Communicator, has enabled me to interact with a diverse group of people in A highly pressurized environment.

E DUCAT I ON

Bachelor of Arts

University of the Western Cape South Africa 2010- Majors: Language and Communications, Politics, Ethic Secondary Education

Rhenish Girls High School South Africa 1999-2004

Matriculated with full exemption

R E F E R E NCE S

Nadia Jansen

Political Studies Administrator at The University of the Western Cape: 021-***-****

Cameron Subramoney

Acting Operations Manager and Supervisor Call Force 073-***-**** Shakira Slamat

Validation Manager DigiCert 079-***-****

Contact this candidate