At C9Group, I coordinate team scheduling and task allocation, onboard and train new staff, and connect Compliance with Payments and Customer Service. I also prepare daily task reports and process document verification cases within SLA.
I'm building a central SOP wiki on Lark so staff can find department procedures by role. I update training materials and SOPs, monitor junior staff, and follow up on pending cases.
Before C9Group, I handled customer support at Binance and Concentrix (Booking.com project), and worked as a Junior Processor / Administrator at Citizen Debt Services. Across those roles, I supported customers, coordinated escalated cases, and kept client documents and records organised.
