Experience

Planner 5D

• Lithuania
• IT Services and IT Consulting
• 1 - 100 Employee

• QA Specialist

  • Feb 2022 - Present

  At Planner5D, I play a pivotal role in optimizing support operations. My tasks include: - Performing weekly quality control assessments for the support team's tone and SLAs: Ensuring consistent and professional customer interactions. - Evaluating the work of the company's AI Moderation team. - Creating informative and engaging bi-weekly update posts for agents: Keeping the team well-informed and empowered. - Analyzing and generating monthly reports for the CS team: Providing data-driven insights for performance optimization. - Interviewing potential support agents and moderators: Identifying the best-fit candidates for exceptional support. - Collaborating closely with the development team: Addressing customer issues promptly and streamlining support processes. - Handling escalation chats and PayPal claims: Resolving complex issues diplomatically to maintain positive customer relationships. - Constantly brainstorming and implementing ideas to enhance our support team's performance: Driving customer delight and team success through innovative strategies. Show less



Joom

• Portugal
• Information Technology & Services
• 200 - 300 Employee

• Payments Support Representative

  • Jul 2020 - Feb 2022

  At Joom, I started as a regular Customer Support Agent, but my dedication and skills led to promotions in different roles. Eventually, I became a Payments Support Agent, where I contributed for over 1.5 years, handling various responsibilities, including: - Addressing various bugs and technical issues related to the payment process. - Analyzing company data to understand and rectify the reasons behind unsuccessful payment attempts. - Taking charge of "fraud battling," finding solutions to combat fraud spikes in specific countries, minimizing potential financial losses for the company. - Conducting thorough analyses of users' accounts and transactions. - Tackling fraud issues concerning merchants and liaising with payment providers such as PayPal, Klarna, Ingenico, and others for bug resolution and chargeback matters. - Contributing to the knowledge base by writing articles in Confluence for the entire support team consisting of 500 agents. - Handling customers' claims and disputes within PayPal and Klarna, alongside managing chargebacks initiated by customers through their banks. - Offering support and guidance to fellow agents, assisting them with any inquiries related to the payment process. My journey has been fulfilling, ensuring a seamless payment experience for users and merchants alike. Show less



PayPal

• United States
• Software Development
• 700 & Above Employee

• Senior Customer Support Representative

  • Jul 2019 - Mar 2020

  At PayPal, I held the position of Senior Customer Support Agent, where I played a key role in managing a team of 100-150 junior agents. My responsibilities included: - Assisting and supporting junior agents with any challenges they encountered during their roles. - Analyzing data to identify strategies for increasing the percentage of satisfied customers. - Dealing with bugs and technical issues to ensure a seamless customer experience. - Facilitating communication with the company's headquarters to ensure effective coordination. - Introducing and implementing new ideas aimed at improving team performance and workflow efficiency. I took great pride in my role, ensuring that our team provided top-notch customer support and upheld PayPal's reputation as a customer-centric organization. Show less



TikTok

• United States
• Entertainment Providers
• 700 & Above Employee

• Content Moderator

  • Mar 2019 - May 2019

  During my time at TikTok, I worked as a content moderator. As part of my role, I was responsible for carefully reviewing videos before they were made accessible to users. My main focus was to ensure that all content adhered to the platform's guidelines, preventing any inappropriate or prohibited material from reaching users' feeds. During my time at TikTok, I worked as a content moderator. As part of my role, I was responsible for carefully reviewing videos before they were made accessible to users. My main focus was to ensure that all content adhered to the platform's guidelines, preventing any inappropriate or prohibited material from reaching users' feeds.