Account Manager
Silver Arrow Marketing
San Jose, Costa Rica
Job duties included helping customers use our services on-line, processing refunds, and monitoring of website activities. Reporting of chat, call, and ticket numbers for individual employees. Reviewing individual employee chats, calls, and emails to ensure QA metrics are being met. Maintaining Daily, Weekly, and Monthly Deposit reports. Keeping track of employee metrics, and building KPI reports. Schedule writing, as well as maintaining schedule adherence. Addressing customer issues through Phone, Chat, and email, with continuing contact until issue resolved. Processing withdrawals, from initial request up to pay out. Monitoring Withdrawals Team to ensure proper amount of Payouts, and budget adherence. Maintaining contact with the Risk Fraud Department to ensure sustainability of processors, and determine when Credit Card fraud has been committed.