ANZ Merchant Support, Client Onboarding & Operations Specialist (Back Office Associate – Food Delivery Campaign) at TaskUs (2022-02 – 2025-09)
Supported Australian and New Zealand merchant accounts throughout the onboarding, activation, and post-launch lifecycle, ensuring operational readiness and a positive onboarding experience.
- Served as the primary point of contact for merchants during onboarding, guiding them through account requirements, activation processes, payment setup, and operational procedures via phone, email, and CRM.
- Managed merchant operational cases by reviewing and verifying CRM records, previous communications, and merchant documentation to identify root causes and coordinate with internal teams for timely resolution.
- Collaborated with Australia-based Account Managers, Sales Representatives, Onboarding Teams, and Operations to coordinate onboarding activities, resolve implementation issues, and ensure successful account activation.
- Coordinated multiple merchant onboarding cases simultaneously by tracking progress, monitoring outstanding requirements, prioritizing tasks, and ensuring service level expectations were consistently achieved.
- Built and maintained digital restaurant menus by transferring merchant-provided information from PDFs, screenshots, and third-party menu sources into our e-commerce platform. Communicated with merchants through email and outbound calls to clarify menu details and notified them once menu builds were completed and ready for review.
- Monitored merchant performance after activation, identifying operational issues, payment concerns, downtime trends, and opportunities to improve customer experience and business performance.
- Assisted merchants with promotional campaigns, advertisements, discounts, and platform optimization initiatives to support business growth and customer engagement.
- Maintained accurate CRM documentation, customer communications, case notes, onboarding records, and activity tracking using Salesforce CRM, Outreach, and Google Workspace while supporting continuous process improvement.
Pit Manager at Fontana Leisure Park AND Casino / Oxford Princess Casino / Hotel Stotsenberg and Casino (2008 – 2022)
Managed daily casino floor operations by coordinating gaming personnel, table assignments, customer service activities, and operational compliance.
- Prepared operational and financial reports, including revenue tracking, inventory reconciliation, shift documentation, and performance reporting.
- Maintained accurate operational records, incident reports, customer transaction documentation, and compliance records following company policies and regulatory requirements.
- Completed Anti-Money Laundering (AML) compliance training with exposure to Know Your Customer (KYC), customer verification, due diligence procedures, passport verification, suspicious activity awareness, and regulatory compliance.
- Escalated compliance concerns, unusual transactions, and operational issues to the appropriate departments while maintaining strict adherence to internal controls.
- Coordinated with cashiering, surveillance, food & beverage, and other operational departments to ensure efficient daily operations and excellent customer service.
- Scheduled and assigned gaming personnel based on operational requirements while ensuring efficient workflow and service delivery.
Customer Service Representative (Telco Account) at TTech – Pampanga (2017 – 2018)
- Delivered phone-based customer support for billing, account updates, and technical concerns.
- Documented interactions in CRM while meeting service level agreements (SLAs).
- Resolved customer issues efficiently while maintaining customer satisfaction.
