Risk Operations Analyst (Stripe Merchant Account) at Teleperformance (2024-08 – 2026-04)
- Merchant Underwriting & Risk Compliance: Evaluated high-risk merchant profiles ranging from fast-growing startups to enterprise institutions to determine platform suitability and processing eligibility for Stripe.
- Process Optimization & Workflow Scaling: Audited operational workflows to identify bottlenecks in the risk-verification funnel, designing and implementing automated process improvements that increased case processing.
- High-Priority Escalation Resolution: Resolved urgent, high-risk financial escalations from global partners within strict deadlines using multi-channel CRM systems.
Remote Customer Service Advisor at o2 Telefonicia (2023-03 – 2024-07)
- Omnichannel Customer Care: Delivered high-volume, end-to-end customer support across spoken, written, and digital communication channels, maintaining strict adherence to (SLAs).
- Technical Troubleshooting & Crisis Resolution: Main tech contact for resolving network issues, provisioning global roaming (O2 Travel), and securing lost/stolen devices.
- Account Growth & Revenue Maximization: Upsold new services and upgrades to existing accounts while consistently tracking key sales metrics.
- Maintained 100% data accuracy: Navigating multiple CRM databases and telecom networks during live client calls
Remote Customer Service Advisor at Marks and Spencer (2021-08 – 2023-03)
- First-Contact Resolution (FCR) Management: Resolved online customer queries and shipping complaints, consistently maintaining a high first-contact resolution rate.
- Compliance & Operational Alignment: Maintained high accuracy and full compliance with data privacy protocols and company guidelines.
- Product Knowledge Delivery: Acted as the team expert on clothing, furniture, and food products to resolve customer issues and maintain brand loyalty.
Camarera at Fenicia Prestige (2016-04 – 2016-10)
- VIP Client Experience Management: Delivered luxury brand standards by providing 5-star customer service and quick problem-solving for international guests.
- Event Coordination & Supervision: Supervised private corporate functions and high-profile hotel events to ensure seamless operations.
- Cross-Functional Onsite Support: Served breakfast and evening meals over split shifts, actively guiding guests to their seats, explaining menu options.
Full-time Sales Associate at Twenty8Twelve (2014-06 – 2016-03)
- Inventory & Stock Management: Managed stock replenishment and floor layouts for incoming clothing lines, while traveling across 3 London store locations weekly to keep stockrooms organized and inventory data correct
- KPI & Performance Optimization: Consistently outperformed established sales targets and operational key performance indicators (KPIs) through proactive client engagement and strategic cross-selling.
- Client Retention & Relationship Management: Developed and maintained high-value relationships with core accounts and recurring customers, acting as a dedicated brand ambassador to resolve friction points.
- Event Coordination & Logistics: Assisted in the strategic planning, backend logistics, and execution of high-profile in-store promotional events to drive brand engagement and maximize revenue.
