Stella Marie Rafferty

I have a total of 11 years of customer service experience in 3 different companies.

My contract with my 3rd company just ended last September 2017. The company decided to continue their services in the UK so we were let go. I have stayed with the company for nearly 4 years. I was a customer service then became KYC officer which is part of Fraud department. As KYC, I review newly registered accounts and Identification documents for any fraud activity. Contact players via email to give them updates.

I have earned my badge as a Team Leader from my 2nd company. The tasks I was doing is beyond what a normal Team Leader is doing. I have done Affiliates, Competitor's Analysis (directly submitted to General Manager), Pre-screening applicants, Training new hires, Quality Assurance level 2, Training staff for new products and services, Training staff for QA updates for local and UK staffs, Coaching staff as a Team Leader, Coaching staff for Quality Assurance purposes, Write QA Reports, monthly team report, Business proposals, Author and Implemented Performance Improvement Plan, Revised company's policies: Chat and Email Handling Procedure and Calibration Process, Take chats/emails when needed, Assist customer with technical issues as well regarding our website and tools, Receive escalations and conduct Team meetings. I have also handled Risk operations as KYC officer wherein we receive documents from customers to verify their identity. Search system if customer is a threat or with criminal backgrounds. Receive and send emails to customers for updates. Do outbound calls when necessary especially for customers having a hard time writing English.

With my 1st company, I was a Technical Support Representative. We support customers via live chat regarding issues with their computer; hardware or software. We upsell and cross sell computer products as well as software. Process orders when we make a sale.

I am a hardworking person. I have earned my badges with my blood, sweat and tears. Can handle pressure. I am passionate about doing research and customer assistance. I am a fast-typist. I am a very articulate person. I am friendly and respectful to my peers.