Nicolette Charm E. Email & Phone Number

Sherbrooke, Quebec, Canada

-Assist and provide technical support for our omni channel services (phone, email, chat)-Analyze and resolve technical issues related to our Microsoft products and services-Provide a customer centric approach to trouble management with the highest focus on quality-Problem isolation and resolution-Proactively and comprehensively document customer issues

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

Responsible for maintaining online gaming platforms free from any inappropriate, illegal content. Generally ensure that players follow the game's guidelines and rules.

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

Priority Operations Specialist (Chat, Email and Call Support) Financial Services | Online Payment Gateway CompanyJuly 2020 - October 2022 • Familiarity with remote desktop applications and helpdesk software (i.e Zendesk,Salesforce,Twilio) • Resolve the most complex issues for our Priority users, and work cross-functionally to drive projects that optimize user experience.• Advocate for optimizing our products and services on behalf of our Priority users.• Drive initiatives and process changes to excel and scale our support operations.• Work with external partners to improve support workflow and productivity on all channels.• Optimize our self-help channels to better enable our users to address their questions, improve internal and external product documentation to scale and optimize our global issue resolution workflows.• Experienced in business user facing/ project management role. Trust and Safety; Risk Operations (Email Support)October 2019 – July 2020 • Work with merchants, from successful venture-backed startups to well established institutions; evaluating their business models and financial statements;• Help manage company’s portfolio by developing a deep understanding of risk across industries, geographies, and operating models;• Identify differing risks of complex business models and enforce appropriate loss mitigation actions based on your assessment;• Utilize analytics to optimize strategies which can be enforced across the company’s portfolio;• Identify risk factors and trends and further report these identifiers to the wider risk team to ensure consistency in partnership;• Participate in monthly, quarterly, and annual business reviews for the Credit Operations team;• Identify gaps in current systems, policies and strategies, and recommend enhancements and process improvements;• Manage multiple projects to enhance and optimize credit strategy systems and tools.

Dubai, United Arab Emirates

Etisalat, Dubai, United Arab Emirates Tele Sales Advisor (Outbound call support) March 2018 - August 2019 • Using the data provided by telemarketing representatives to pursue promising leads with persuasion and persistence• Converting difficult leads into customers• Cold calling and helping to reduce negative reaction from leads• Providing brand recognition by leaving buyers with an excellent impression of a company through effective customer relations, empathy and effective communication skills.• Initiating sales with potential customers over the phone.• Asking questions to engage customers and keep the conversation going.• Listening to the customers' needs to generate repeat sales.• Gathering and documenting customer information, payment methods, purchases, and reactions to products.• Keeping up to date on all products and informing customers of new products.• Answering customers' questions on the products.• Meeting sales quotas.

Dubai, United Arab Emirates

Etisalat, Dubai, United Arab Emirates Enterprise Billing and Complaints Specialist (Email and Outbound call support)May 2015 - March 2018 • Research and resolve client billing questions or issues • Manage the status of accounts and balances and identify inconsistencies in the bills. • Dealing with numbers and the processing of financial information carefully. • Responsible in preparing a case study and justifies any waiver recommendation to the dispute committee while observing the business rules. • Evaluating disputes carefully by checking all relevant documents such us service agreements and other company documents.• Ensures the balance between customer satisfaction and the business needs. • Maintains high level of patience and efficiency to minimize customer dissatisfaction and increase loyalty. • Ensures all the corporate deadlines are met for all business customers dispute cases. • Adherence to laws and best practices with regard to dealing with Enterprise and SMB customers.

Metro Manila

Convergys, Alabang PhilippinesSubject Matter Expert Customer for Financial Services (Inbound and Outbound support) January 2012 - May 2015 – Optus Australia• Attending Supervisory calls • Manage large amounts of incoming calls• Collect payments on past due bills. • Organize list according to severity of delinquency. • Locate customers using credit bureau information, background checks, loan documents, and other paperwork or databases.• Inform clients of overdue accounts and amount currently owed. • Attempt to collect payment via credit card • Listen to customer's story and determine if debt can be collected. • Set up repayment plans and new terms of sale. • Record new commitment to repay debt.• Send statements of delinquencies to credit bureau • Initiate repossession proceedings or hand over account to law practice that specializes in debt collection. • Purge records if debt has been satisfied. • Report satisfied debts to credit bureaus. • Follow federal and state laws dealing with debt collection. • Purge records from deceased people

Laguna, Calabarzon, Philippines

Teletech, Laguna, PhilippinesSubject Matter Expert for Credit Management Rep (Inbound and Outbound support) May 2009 - January 2012 – Telstra Australia• Attending Supervisory calls • Deal with customers diligently, courteously and professionally while collecting payments. • Initiate strategies for collection processes and procedures. • Negotiate payment plans. • Respond to customer inquiries. • Persuade customers diligently to pay past due amounts.• Advise customers on alternative payment plans.• Create repayment schedules based on customers’ financial situations. • Retain customer loyalty while initiating processes for collection of payments. • Maintain and update record of customers from whom collections are made.