Victoria D.

• Drive customer satisfaction through voice, chat, and/or email communications for 7 Forex trading related websites and VPN services. • Training and onboarding of new hires, create Knowledge-Base material for both the team and customers. Mentoring and guiding team members in new processes. • Manual testing of new web pages in post-release stage of the development lifecycle, experiencing the system as a user in order to discover mistakes, errors or oversights.

• Data Entry of client and policy information. • As part of the pioneer team, provide an objective assessment of how well the team operates and give actionable tips to refine all aspects of the team’s performance. • Performs the role of Quality Assurance, Subject Matter Expert and Trainer.

• Responsible for customer satisfaction through effective handling of customer problems via email, phone and chat. Actively supports the customer in all aspects through to problem resolution, keeping the customer informed and updated throughout life of incident. • Take charge of executive/corporate escalations via email, snail mail and social media. • Oversee new hire soft transition from training to operations. Address new hires’ queries regarding their new role.