Tazzel F.
Mid-Level E-commerce Operations and Risk Specialist
Open to offersNew to PlatformAbout
Tazzel F. M. is a seasoned professional with over 4 years of experience in E-commerce Operations and Risk Management, focusing on U.S.-based telecommunications and financial services. With a solid background in payment investigations and fraud prevention, Tazzel is adept at resolving chargebacks, managing order processes, and supporting customer accounts. Throughout their career, Tazzel has consistently maintained high performance metrics, including a 95% QA score and 90% CSAT in remote support settings. Proficient in tools such as Shopify, Salesforce Einstein 360, and Checkout Champ, Tazzel efficiently handles high-volume customer interactions while ensuring compliance with financial policies. In previous roles at Concentrix and Transcom, Tazzel demonstrated expertise in billing, account management, and technical support, maintaining accurate CRM records and improving customer retention. Tazzel's commitment to reliability is reflected in a 100% attendance record and a proactive approach to customer satisfaction and issue resolution.
Experience
Customer Advisor II
Concentrix | Comcast · 2022 — 2023Handled over 90 customer interactions per day related to billing, account management, and technical support while achieving a 95% QA score. Addressed complex billing issues through direct investigation and collaboration with other teams for timely resolutions. Enhanced customer retention by assessing individual needs and recommending suitable account solutions, which led to recognition as a Top CSAT Performer. Maintained precise CRM documentation and demonstrated 100% attendance while consistently meeting quality and productivity targets.Customer Service Representative
Transcom | Comcast · 2020 — 2021Supported 75–80 customers daily with concerns related to internet, cable TV, and phone services while sustaining a 95% QA score. Employed structured troubleshooting methods to resolve connectivity and service-related issues, consistently achieving SLA, AHT, and FCR performance benchmarks. Ensured accurate CRM documentation and account records to facilitate efficient issue resolution. Cooperated with technical support teams to address intricate service issues, contributing to a 90% CSAT score and maintaining 100% attendance.Customer Service Representative
Ubiquity | Netspend · 2019 — 2020Provided assistance to over 90 customers daily with inquiries about prepaid debit cards, payment issues, and account-related topics, consistently achieving a 95% QA score. Conducted investigations on more than 75 chargeback and dispute cases each day, ensuring adherence to banking regulations and fraud prevention policies. Verified customer identities through multi-step authentication to prevent unauthorized access. Analyzed transaction histories and account activities to determine resolutions for disputes, while keeping accurate case documentation. Maintained a 90% CSAT and 100% attendance record.Customer Service Representative
PanAsiatic Call Solutions · 2019 — 2019Managed daily interactions with 80–90 customers regarding billing, account management, customer inquiries, and basic technical support. Updated customer profiles and interaction records in CRM systems for accurate documentation and tracking of cases. Assisted with troubleshooting standard service issues and escalated complex concerns to the relevant technical support teams. Achieved a 95% QA score, 90% CSAT score, and maintained 100% attendance while fulfilling productivity expectations in a busy contact center.
Skills & Expertise
Education
- Bachelor of Science in Hotel and Restaurant ManagementCentral Philippine State University · — — 2018
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