At Confidential — FinTech/SaaS, I manage a portfolio of 9+ enterprise accounts and oversee the support department serving them. I investigate failed and suspicious payments using logs, database records, and provider responses.
I monitor payment flows and troubleshoot webhook and transaction-status issues, coordinating fixes with technical teams and payment providers. I also redesigned support workflows to reduce average handling time and cross-team escalation time.
At Confidential — FinTech Company, I managed a team of 6+ support agents and served as the primary contact for VIP and corporate clients. I developed support processes that reduced average resolution time and improved CSAT scores.
Earlier, as a Customer Support Specialist at EPAM Systems, I handled customer inquiries across email, chat, and phone, and contributed to documentation and escalation processes. My technical training in APIs and mobile development helps me collaborate with engineering teams.
