Victoria Pascal Email & Phone Number

Montreal, Quebec, Canada

Montreal, Quebec, Canada

• Monitored and assisted Level 1 agents when issues arose.• Handled escalated issues as hacked accounts, banned accounts, unauthorized/fraudulent transactions etc. (Level 2 Transfers).• Identified priority problems, mainly technical issues within internal systems, kept track of all the reported issues/bugs.• Provided feedback and updates to Team Leads in terms of daily activities on the floor.• Responded efficiently and professionally to external billers and departments.

Montreal, Quebec, Canada

• Responded to calls, chats, and emails to resolve billing inquiries of the customers.• Fulfilling requests such as cancellations, compensations, and refunds to prevent chargebacks and mitigate risk.• Validated billing information requested by bank representatives due to disputes and fraud claims.• Kept accurate records of interactions and their final resolutions.

Bucharest, Romania

• Was responsible for Rebate, Price Protection and Temporary Incentives applications and settlement requests of specific Distributors and Key Account Retailers (from Russia and Germany) in Huawei's CRM systems.• Ensured compliance of the requests to existing contracts, analyzed reports, and conducted reconciliations in cases of discrepancies between their data and Huawei internal PSI reports.• Generated reports on the current status of existing applications, settlements etc.