Sylvo Kag

I’m a Customer Support & Compliance specialist with years of experience supporting global customers across phone, email, and chat. I focus on escalation management, cross-cultural communication, and data-driven problem resolution that protects compliance while strengthening customer trust.

At CCI Global (2023–Present), I’ve represented AmeriGas, Lifetouch, and Shutterfly, managing complex inquiries and driving retention through empathetic, compliance-safe outcomes. As an SME for Lifetouch, I supported patient-tracking workflows, medicine monitoring, and client escalations, resolving 95% of escalated cases within SLA and reducing churn by 15%. I also coordinated support across time zones, and mentored 5 junior agents to improve team productivity by 20%.

My compliance experience includes guiding banks and MSBs on BSA/AML reporting, SARs, and CTRs, and triaging escalated cases to investigators and legal teams. I’ve also ensured strict confidentiality and cybersecurity handling for sensitive data, including cryptocurrency reporting under new regulations, while implementing contingency plans during outages to maintain 99.9% service continuity.