Flaviane User

As a Compliance Operations Analyst, I validated customer account documentation, performed Enhanced Due Diligence for high-risk clients, and optimized onboarding processes, achieving significant reductions in errors and process inefficiencies while ensuring compliance with regulatory standards.

In this role, I redesigned the KYC process to enhance compliance, investigated chargeback claims, and managed escalated customer situations, achieving a 100% customer satisfaction score while contributing to a significant reduction in fraudulent activities.

As a Hybrid Support Rep, I onboarded new customers, monitored transactions for fraud, and documented case actions, ensuring effective communication and collaboration within the support team, while providing exceptional customer service.

In this position, I delivered exceptional support to long-term users, analyzed feedback for actionable insights, and collaborated with product teams to enhance user experience, achieving a 100% CSAT score.

As Assistant Head of Customer Service, I led a team to exceed performance targets, resolved complex customer issues, and mentored team members, contributing to a positive work environment and high customer satisfaction.

In this role, I achieved top recognition for bookings, managed travel-related challenges, and introduced an installment payment system, significantly enhancing customer satisfaction and driving repeat business.

As a Customer Service Representative, I provided support to customers, resolved inquiries, and maintained client records, contributing to seamless operations and effective communication across teams.

Pursuing a Bachelor of Business Studies with a specialization in Human Resource Management, focusing on organizational behavior, recruitment, and employee relations.

Completed a Diploma of Technology in Tourism and Travel Management, focusing on the principles of tourism, travel operations, and customer service management.