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Valentine Alviza

@valentinealviza

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Experienced Customer Support and Payment Specialist with a results-oriented approach.

Zimbabwe

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What I'm looking for

I am looking for a role that values customer experience and offers opportunities for growth.

I am an experienced and results-oriented Customer Support and Payment Specialist with over 5 years in customer service, fintech, and iGaming environments. I thrive in fast-paced, remote-first teams and am passionate about delivering seamless customer experiences while maintaining compliance and operational integrity. My expertise lies in handling player inquiries, processing payments, resolving disputes, and supporting fraud and risk mitigation processes.

In my current role as a Payments Analyst at Sport Serve, I collaborate with front and back-office teams to enhance customer experience and streamline operations. I manage payment queues to ensure efficient transaction processing and analyze customer interactions to identify trends that drive service improvements. Previously, as a Team Lead at M-KOPA Kenya, I supervised a high-performing team, ensuring SLA and quality standards were consistently met while minimizing financial losses through effective dispute resolution and charge-back management.

Throughout my career, I have developed payment process improvements that have significantly reduced transaction errors and enhanced fraud detection measures. I am committed to continuous learning and improvement, always looking for ways to optimize processes and enhance customer satisfaction.

Experience

Work history, roles, and key accomplishments

Current

Payments Analyst

Current

Sport Serve

May 2023 - Present (2 years 1 month)

Collaborated with front and back-office teams to enhance customer experience and streamline operations. Supported real-time gaming operations by managing and monitoring payment queues to ensure efficient transaction processing. Analyzed customer interactions and transaction data to identify trends and drive service improvements.

Payment Processing Customer Experience Compliance

Team Lead

M-KOPA Kenya

Jan 2021 - Dec 2022 (1 year 11 months)

Supervised a high-performing team in a fintech and micro-loans environment, ensuring SLA and quality standards were consistently met. Responded to escalated issues involving payments, fraud flags, chargebacks, and identity verification. Developed payment process improvements, reducing transaction errors and enhancing fraud detection measures.

SLA Fraud Detection Chargeback Processes Payment Processing Compliance KYC AML Training Process Improvement

Customer Care Executive

M-KOPA Kenya

Jan 2017 - Dec 2020 (3 years 11 months)

Delivered multichannel support (chat, email, social media, voice) to customers across Kenya, assisting with account issues, payments, and product usage. Investigated transaction discrepancies and collaborated with internal teams to ensure timely issue resolution. Assisted in account verification, fraud detection, and risk assessment to prevent unauthorized transactions.

Fraud Detection Risk Assessment CRM

Executive Assistant

Neo-Life

Jan 2015 - Dec 2017 (2 years 11 months)

Managed office operations, customer interactions, and financial transactions, ensuring smooth business processes. Assisted in handling account reconciliations, budget tracking, and financial documentation for executive reporting. Coordinated communication between departments to facilitate better financial and operational decision-making.

Account Reconciliation Budgeting Financial Reporting

Education

Degrees, certifications, and relevant coursework

Kenyatta University

Bachelor’s Degree in Commerce (BCOM), Commerce

Studied for a Bachelor's Degree in Commerce, focusing on business principles and practices. Gained foundational knowledge relevant to various aspects of commerce.