Sadiq Ali

6+ years in customer support, iGaming, VIP account management, including KYC/AML-adjacent verification and escalation ownership across international markets. Known for turning high-value complaints into resolved, retained accounts; risk management. Active CRM management and forwarding technical issues with L2 tech team. 3rd party Fraud prevention, with knowledge of various Gaming License in B2C and B2B environments.

Senior Customer Support Representative at WeDoSupport (2023-04 – 2026-09)

• Owned end-to-end resolution of complex VIP escalations across live chat and email with Zendesk, measured by consistently hitting SLA targets, in a high-volume with symplify, target-driven environment handling account, technical, and payment issues.
• Cut cross-department resolution time, measured by faster turnaround on advanced cases, by acting as Substitute Shift Manager / Level 2 Representative
• Coordinating directly with compliance, payments, and technical teams.
• Supported account verification and due diligence checks tied to KYC/AML requirements, measured by accurate and compliant case handling and suggested alternative verification documents, by reviewing account documentation during closures, reopenings, and flagged activity reviews.
• Upheld responsible gambling standards, measured by consistent adherence to compliance protocols, by identifying at-risk player behavior and escalating per policy.
• Improved junior agent performance, measured by faster onboarding and fewer repeat errors, by training new hires on CRM workflows and escalation procedures, VIP-handling best practices

Support Representative at Zumba Fitness (2022-07 – 2023-04)

• Responding to customer inquiries via email and call. Assisting with account management-assisting them and making sure their membership is well maintained.
• Processing orders and handling payment issues that may arise from the bank's end or the customer's end.
• Providing technical support when needed, such as login issues, troubles with the apps or not being able to play digital materials on phones etc.
• Maintaining accurate records of the conversations and ensuring swift one call/email resolution to queries.
• Ensuring the customer is responded to within the time limit (3 business days)
• Confidently managed the systems we worked with to handle various transactions, including the processing of refunds, returns, and payments over the phone
• Extensive experience performing tasks with high energy and enthusiasm across late night shifts spanning 8 hours

Data Analyst at PCITS (2019-08 – 2022-06)

• Brought forth strong public speaking skills and proper phone etiquette.
• Empathetic Adaptable Detail-Oriented Achieved a high customer satisfaction rating. Screened and routed calls to appropriate departments.
• Brought forth advanced organizational and multitasking skills.
• Worked with upper management to ensure ultimate customer satisfaction.

Bachelor of Medicine And Surgery in Medicine – Medical University- Pleven (2023)