Swieqi, Malta
St Monica School provided a strong foundation for engaging in customer-facing roles. Most recently, worked as a Customer Service Agent at Betfair, assisting clients with account inquiries, transaction issues, and documentation verification. Core competencies include technical support, problem solving, and identifying fraudulent activity, especially in relation to safer gambling practices. Betfair enabled the development of a customer-centric approach, balancing compliance with empathetic communication. Collaborated with various teams to address complex client needs while ensuring adherence to company policies. Motivated to contribute diverse perspectives to organizations that value integrity and a proactive approach to customer care.
Received chats from customers who enquired about their bets, transactions, account etc. Looked into customers account to see what any issues there were and solved issues that I could as a customer service agent. Identified customers based off of the documents provided and raised to the relevant departments when there was anything that should be looked into as documentation would either be suspicious or concerning. Learnt how to identify fraudulently edited documents. Got comfortable explaining the limits and exclusions the company offered for safer gambling and what approach one should take with vulnerable or potentially vulnerable customers. Handled any complaints I could as an agent and ones I could handle I communicated them to the department that handled the complaints. I was sympathetic to customers who were experiencing a difficult time coming to terms with their losses and/or other difficulties but firm when needed.
Had face to face interaction with customers who would come in to the shop and would advise them about the products being sold as well as the best choices for them based on what they were looking for. Handled any complaints or any constructive feedback given by customers. Kept the shop clean and stocked ready for service each day. Worked out the roster for myself and other employees based on the hours each of us had to work whilst trying to please everyone and meet everyone's needs and wishes. Trained new employees and also helped employees with new systems and procedures.
Prepared ingredients and cooked food as per menu provided by head chef. Followed orders given by my seniors and kept a clean workspace where food was prepared and served. Communicated well with other staff members that were bringing orders and taking orders out to clients. Ordered supplies from suppliers and made sure that all stock was brought accurately.