GTGochel Thomas
@gochelthomas
Customer Support Team Leader specializing in fraud prevention and workflow optimization.
GermanyWhat I'm looking for
I am a results-driven Customer Support Team Leader with over five years of international experience in IT platforms and customer service. I lead teams, optimize workflows, and prioritize customer satisfaction while maintaining strong cross-functional collaboration.
At Lunar Services I led a team of 6–8 agents and improved response time by 30%, increasing customer satisfaction from 82% to 91% within six months. I managed high-volume daily inquiries via email and live chat and implemented quality assurance protocols.
Previously, I handled customer support for sports betting and online casino platforms, collaborated with fraud prevention teams, and managed KYC and account verification processes. I hold certifications in Fraud Management, AML awareness, and Compliance and Risk Management.
I bring leadership, CRM expertise, fraud detection, and training experience, and I communicate fluently in French and professionally in English. I seek roles where I can strengthen compliance, risk mitigation, and team performance.
Experience
Work history, roles, and key accomplishments
Customer Support Team Leader
Lunar Services Ltd
Feb 2024 - Sep 2025 (1 year 7 months)
Led a team of 6–8 agents and improved response time by 30%, raising customer satisfaction from 82% to 91% within 6 months while overseeing QA and KPI monitoring.
Customer Support Agent
Tech4s Group
Oct 2022 - Jan 2024 (1 year 3 months)
Handled 50+ daily requests for sports betting and casino platforms, collaborated with fraud prevention on suspicious activity, and reduced average response time by 25% through process improvements.
Customer Support Call Agent
Euroccor
Jan 2021 - Jan 2022 (1 year)
Resolved 40+ inbound French/English inquiries daily, maintained CRM records, and consistently achieved 90%+ customer satisfaction through strong verbal communication and conflict resolution.
Animator / Producer
Radio Compile
Jan 2017 - Jan 2022 (5 years)
Produced 50+ radio shows and podcasts, conducted 50+ interviews, managed content planning and promotion, and increased listener engagement by 40%.
Trainee Animator
Radio Chevauchoir
Jan 2016 - Present (9 years 11 months)
Assisted lead animator with content creation and interviews, gaining hands-on experience in broadcasting and audio production.
Education
Degrees, certifications, and relevant coursework
IFAPME Wavre
Vocational Diploma, Radio & Journalism
2016 - 2018
Activities and societies: Created and produced radio shows; assisted with audio production and interviews.
Completed vocational training in Radio and Journalism with practical experience in content creation and broadcasting.
Institut Sainte-Marie
Secondary Technical Diploma, Tourism Technique
2011 - 2015
Activities and societies: Studied tourism-related subjects and practical customer service techniques.
Completed technical secondary education focused on tourism, gaining foundational skills in customer service and hospitality.
Tech stack
Software and tools used professionally
Availability
Location
GermanyAuthorized to work in
Job categories
Interested in hiring Gochel?
You can contact Gochel and 90k+ other talented remote workers on Himalayas.
Message GochelFind your dream job
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
