Open to opportunities

Diana Thompson

@dianathompson

Message

I resolve fintech, billing, and account issues across phone, email, and live chat.

South Africa

Message

What I'm looking for

I'm looking for a remote customer support role where I can resolve complex customer issues across multiple channels, use CRM tools effectively, and contribute to strong QA, SLA, and First Contact Resolution results.

I've supported global Wise customers through Alorica, resolving international money transfer, account security, and platform troubleshooting inquiries across phone, email, and live chat.

I manage 40+ daily customer interactions while meeting strict SLA and handling-time metrics. My work has consistently maintained 90–100% QA scores and exceeded First Contact Resolution targets.

Previously at Webhelp SA, I handled billing disputes, customer complaints, payment negotiations, order tracking, account payments, and general troubleshooting. I also exceeded monthly KPIs across call quality, CSAT, and Average Handling Time.

I use Salesforce, HubSpot, and Zendesk to document issues, route cases, and support clear cross-functional communication.

Experience

Work history, roles, and key accomplishments

Customer Service Specialist – Fintech (Wise)

Alorica

Apr 2024 - Mar 2026 (1 year 11 months)

Managed 40+ daily multichannel interactions for global customers, maintaining 90-100% QA scores and exceeding FCR targets. Resolved complex technical and financial inquiries regarding international money transfers and account security.