Experience

MrQ

• Malta
• Gambling Facilities and Casinos
• 1 - 100 Employee

• Customer Experience Lead

  • May 2022 - Present

• Customer Operations Executive

  • Apr 2021 - May 2022



365squared Ltd.

• Telecommunications
• 1 - 100 Employee

• Operations Support Agent

  • Sep 2018 - Apr 2021

  • Live monitoring of remotely installed application systems and A2P messages on the firewalls. • Serving as primary responder for all customer related issues and requests, monitoring the progress of events and acting as a single point of contact for customers and partners. • Working with technical teams and third-party providers to resolve issues within specific service level agreement times. • Analysing data and trends from various sources. • Implementing changes to the administration system following detailed data analysis. • Producing, maintaining and updating internal reports. • Developing processes and identifying opportunities for efficiency and automation. • Gathering and analysis of market intelligence. • Interacting directly with clients and providing the necessary support. Show less



Software Projects

• Outsourcing/Offshoring

• Customer Support Specialist

  • Dec 2017 - Aug 2018

  • Answering calls • Helping customers resetting their login details • Issuing refunds • Helping customers making payments • Answering calls • Helping customers resetting their login details • Issuing refunds • Helping customers making payments



HSBC

• United Kingdom
• Financial Services
• 700 & Above Employee

• Customer Service Representative

  • Jul 2017 - Sep 2017

  • Answering calls on duty • Helping clients with loans • Making bank transfers • Resetting Internet banking details • Answering calls on duty • Helping clients with loans • Making bank transfers • Resetting Internet banking details



ST Hotels ltd.

• Bulgaria
• Construction

• Front Desk Receptionist

  • Aug 2016 - May 2017

  Working as Receptionist • Greeting tourist • Checking in/Checking out • Helping them with their bookings • Answering calls on duty • Making reservations for clients Working as Receptionist • Greeting tourist • Checking in/Checking out • Helping them with their bookings • Answering calls on duty • Making reservations for clients