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Vankawala Alish

@vankawalaalish

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Customer Support Specialist at TELUS Digital who documented recurring Meta client issues to reduce repeat escalations.

Latvia

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What I'm looking for

I’m based in Riga and open to remote work.

At TELUS Digital, I supported Meta clients across calls, chats, and email, resolving requests within service-level and quality targets. I also handled fraudulent transaction and payment cases, investigating them and escalating when needed.

I kept accurate case records across concurrent accounts and helped turn recurring issues into knowledge base documentation, reducing repeat escalations across the team. During a system-wide outage, I handled up to five concurrent live chats while maintaining service quality.

At NCCOS India, I led a four-person team handling customer queries across calls, chats, and email. I used Zendesk to track agent performance and advanced Excel to prepare reports for management.

I also reconciled monthly debt recovery amounts against statements from three international banking partners, correcting discrepancies and maintaining supporting financial documentation. I’m currently presenting live casino games at LuckyStreak in Riga.

Experience

Work history, roles, and key accomplishments

Current

Game Presenter

Current

LuckyStreak

Aug 2026 - Present (2 months)

Present live baccarat, blackjack and roulette games in a live studio in Riga, full time (40 hours per week). Speak clearly and professionally to players and explain game rules while following game procedures.

Live Game Presentation Communication Skills Teamwork

Senior Product Support Specialist

TELUS Digital

Mar 2025 - Jun 2026 (1 year 3 months)

Supported Meta clients, handling international advertiser accounts across calls, chats and email, and resolving requests within SLA and quality targets. Handled fraudulent transaction cases and payment-related issues, logged tickets accurately, and escalated complex cases.

Customer Support CRM Ticketing Systems Fraud Management Escalation Management Knowledge Base Documentation Google Sheets

Senior Data Analyst / Senior Customer Service Specialist

NCCOS India

Feb 2021 - Aug 2024 (3 years 6 months)

Led a four-person team handling customer queries across calls, chats and email, maintaining consistent service quality and response times. Used Zendesk to manage agent data and track performance, produced reports with advanced Excel, and reconciled monthly debt recovery amounts.

Team Leadership Customer Service Zendesk Excel Data Analysis Reporting Debtor Reconciliation