At ACE Money Transfer, I managed 50–100 live customer interactions daily in a regulated international money transfer environment, while maintaining service quality and compliance.
I owned a retention and churn-prevention workflow that represented 10–15% of daily interactions, identifying at-risk customers and applying retention strategies.
I trained and onboarded new team members through systems and SOP walkthroughs, training materials, and shadowing during their first live interactions.
I also served as a technical liaison between Customer Experience and ASC/IT, tracking issues and bugs through Jira. I’m currently pursuing a BS in Computer Science at Air University and building foundational skills in JavaScript, Next.js, and Express.js.
