Alexander

Approved or denied credit applications, collaborated with Toast HQ in pilot operations, and resolved service issues before executive escalation.

Verified contracts and invoices to ensure regulatory compliance and financial accuracy.

Detected and corrected errors in billing processes and led account-level updates with minimal supervision.

The pilot team successfully eliminated the entire billing case backlog, achieving a 100% clearance.

Acted as the primary escalation point for complex technical issues affecting mobile phones and smartwatches used by over 10,000 customers.

Delivered high-impact support across phone, email, and chat channels, consistently exceeding resolution KPIs and customer satisfaction benchmarks.

Attended weekly product and engineering meetings with the developer team to report recurring bugs and influence roadmap priorities. Evaluated beta applications prior to their official launch and documented any identified issues.

Processed payments and sales through the phone, recommending the best product based on the client's needs, tracked order statuses, and collaborated with the warehouse to address any delays.

Spearheaded the automation of internal issue tracking between Tier 1 and Tier 2 teams, reducing ticket backlog by 40%.

Role: Customer Care Payments Expert and SME

Assisted escalated clients to rebuild trust in our service and eliminate any potential financial loss caused by errors in higher-level requests or supervisor engagements.

I provided on-site support to agents and new hires.

My experience in this role honed my interpersonal skills and positioned me as a strong candidate for positions that required client-focused support and proactive on-site assistance.

Role: Customer Care Payments Specialist

Processed voids and refunds for restaurant purchases, ran employee payrolls, and reviewed discrepancies in sales reports by identifying problems, finding solutions, and implementing them to ensure the reports displayed accurate data. Reviewed fraudulent transactions and chargebacks.

This experience has provided me with a strong attention to detail, effective problem-solving skills, and the capability to simplify financial processes. I excel at maintaining the accuracy and integrity of financial records.

Role: Customer Care Kitchen Specialist

Provided technical assistance to customers during the onboarding process, guiding them through account and equipment setup to ensure a smooth launch. I also supported live customers and, when needed, worked directly with their staff and employees to troubleshoot issues and optimize system usage,ensuring the best experience for both the client and their end users.

This hands-on experience in customer support enabled me to significantly enhance client satisfaction by proactively addressing technical challenges and recommending solutions that improved operational efficiency.