Open to opportunities

Gyasi M

@gyasim

Message

I am a bilingual customer care professional with 3+ years telecom experience.

Zimbabwe

Message

What I'm looking for

I seek a customer-facing role at a reputable, growth-oriented company where I can use bilingual communication, conflict resolution, and payments/collections expertise to improve customer satisfaction and retention.

I am a bilingual customer care professional with 3+ years of experience in the telecommunications industry, experienced in payment investigation, stopping lost checks, reissuing checks, and assisting clients with online bill pay systems. I have resolved billing discrepancies, negotiated payment plans, and diffused volatile situations empathetically and professionally.

I also bring marketing and education experience—conducting market research, analyzing data, and delivering intercultural and language training for refugees—backed by a TQUK Level 5 TEFL certificate. I am committed to clear communication, efficient problem solving, and delivering high-quality customer support in both English and Spanish.

Experience

Work history, roles, and key accomplishments

Current

Bilingual Customer Service Agent

Current

Fiserv Merchant Services

Feb 2024 - Present (1 year 6 months)

Handled payments and account support for Bank of America clients by stopping lost checks, crediting funds, reissuing checks, assisting customers with online bill pay setup, and conducting payment investigations to resolve disputes.

Payments Processing Payment Investigation Bill Pay Customer Support CRM Conflict Resolution

Debt Collections Agent

Advanced Recovery Group

Sep 2021 - Apr 2023 (1 year 7 months)

Managed high-volume collections calls, investigated billing discrepancies, negotiated payment plans, and de-escalated irate customers to recover outstanding debts.

Debt Collection Negotiation Billing Investigations Accounts Receivable Telephone Collections Conflict Resolution Customer Service Compliance

Intercultural Facilitator

People-Places-Things Education

Jun 2022 - Nov 2022 (5 months)

Planned and delivered intercultural and language training, coordinated group events, coached Latin-American refugees on resumes and interview skills, and assessed participant progress.

Facilitation Assessments Spanish Program Coordination

Direct Marketing Assistant

Omega's Beauty on a Budget

Aug 2019 - Mar 2021 (1 year 7 months)

Supported marketing campaigns through market research, audience feedback collection, data analysis and reporting, and coordinated daily administrative tasks to ensure campaign execution.