At Pepperstone, I designed and implemented the end-to-end client communication framework for Payment Operations. I own the global client communication process through Salesforce and maintain its communication templates and standards.
I created and maintain Confluence documentation, knowledge articles, and standard operating procedures. I also designed and delivered training programmes for 25+ Payment Operations agents across Cyprus, Malaysia, and Chile.
I conduct quality assurance reviews and coaching, and produce KPI reporting and operational insights to support continuous improvement. I work with the Payment Operations Manager and cross-functional teams on workflow enhancements, using Claude and Microsoft Copilot to support productivity and documentation.
Previously at Pepperstone, I managed global client communications and Salesforce queues as a Client Services Coordinator. I also served as a Team Leader on secondment, supporting a team of client experience officers, monitoring performance, and handling escalations.
