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Teodor Kosarev

@teodorkosarev

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Customer Support Subject Matter Expert at Telus Digital SIA who handled complex fraud, payments, and KYC cases.

Latvia

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At Telus Digital SIA, I handled complex, high-severity customer issues across chat, email, and phone involving advertising platforms, payments, and KYC verification.

I worked with Engineering, Risk & Security teams, and international banking partners to investigate and prevent fraud, strengthen controls, and support regulatory compliance.

I prepared KPI and performance reports to identify service bottlenecks and support improvements to response times. I also trained and supported more than 100 employees on support protocols, tools, and best practices.

Earlier, I supported customers at Telus Digital and Apple Care (Webhelp Latvia SIA), resolving product, service, and technical issues. I was recognized as Agent of the Year 2022 and SME of the Year 2024.

Experience

Work history, roles, and key accomplishments

Subject Matter Expert

Telus Digital SIA

Apr 2023 - Apr 2026 (3 years)

Led resolution of complex, high-severity customer issues across chat, email, and phone related to advertising platforms, payments, and KYC verification. Collaborated with Engineering, Risk & Security teams, and international banking partners to investigate and prevent fraud, strengthen controls, and ensure regulatory compliance.

Customer Support Escalation Management Fraud Prevention KYC AML Payments Security Risk Management KPI Analysis SLA Management performance reporting team training Mentorship Salesforce CRM Process Improvement Workflow Optimization

Customer Support Representative

Telus Digital

Oct 2021 - Apr 2023 (1 year 6 months)

Handled customer inquiries via phone, email, and chat, consistently meeting response-time and resolution targets. Diagnosed and resolved product/service issues, documenting every interaction in the CRM system.

Customer Support Phone Support Email Support Live Chat CRM Ticketing Systems CSAT Escalation Handling Documentation

Technical Support Specialist

Apple Care (Webhelp Latvia SIA)

Aug 2019 - Nov 2020 (1 year 3 months)

Provided technical support for Apple products via phone and chat, troubleshooting iOS/macOS and billing issues. Logged and escalated tickets through CRM systems while maintaining SLA adherence.