• Optimized billing processes across multiple teams.
• Streamlined refund and deposit processing, managing over 40 reports daily to improve financial accuracy.
• Implemented robust quality control measures, identifying and reporting suspicious cases promptly.
• Led billing operations for DE desk, supporting agents and ensuring accurate transaction processing.

Functional responsibilities:

• Keeping the customers happy by providing them with <24h quality answers to any question (through online chat, social media, website/app reviews);
• Keeping the internal and external knowledge base / FAQ up-to-date;
• Improving the CS efficiency (bot, auto-responder, new internal processes);
• Converting visitors into new customers through the online live chat on the website.

Functional responsibilities:

• filling in customer data in the CRM system;
• account verification, communication with account managers;
• writing inquiries and letters;
• KYC reporting; customer support by email and by phone;
• resolving customer issues, complaints, and inquiries;
• preparation of reports for senior management;
• reviewing the work of colleagues when necessary to identify compliance issues;
• account risk management.

Functional responsibilities:

• checking translations of technical terms and terminology to ensure that they are accurate and remain consistent throughout translation revisions;
• proofreading, editing, and revising translated materials;
• reading written materials such as legal documents, scientific works, news reports, and rewriting material into specified languages;
• following ethical codes that protect the confidentiality of information.

Functional responsibilities:

• planning of business meetings, scheduling travel arrangements;
• preparation of necessary travel documents, booking of accommodation, provision of transfer;
• negotiation on behalf of the director;
• personnel administration;
• ensuring the viability of the office;
• optimization of administrative management;
• handle input documentation, drafting letters, and preparing necessary documents, plans, work reports;
• scheduling of the director's day and week;
• accompanying the director as an interpreter;
• organization of conferences.

Functional responsibilities:

• acquiring data from primary or secondary data sources and maintaining databases and data systems;
• identifying, analyzing, and interpreting trends or patterns in complex data sets;
• developing, modifying, maintaining, and support custom reports;
• interpreting data and analyze results;
• assisting with the review, consolidation, and reduction of data discrepancies.

Functional responsibilities:

• supervising and managing the customer service team;
• training staff members to provide the highest standards of customer service;
• ensuring that all company policies are followed;
• handling customer inquiries and resolving customer problems;
• interacting with customers on a daily basis, responding to their questions, and guiding them to the appropriate service.