WILKY J.

I am a dedicated and experienced professional with a strong background in customer service and virtual assistance. I have five years of experience handling a variety of tasks, from customer support via phone, email, and chat to back-office work. During my time as a Customer Protection Contact Center Analyst at Entain (Ladbrokes UK), I handled a variety of customer issues, including highly sensitive and urgent situations. One of the most important parts of my role was responding to customers who were in crisis. On one occasion, I received a call from a customer who expressed suicidal thoughts. My immediate priority was to ensure their safety. Following our emergency protocols, I quickly contacted the local police near the customer's location and dispatched them to the address. While the police were on their way, I stayed on the line with the customer, providing a calming presence and keeping them engaged until help arrived. I also maintained constant communication with the police to ensure they had all the information they needed and that everything was under control. This experience taught me a great deal about crisis management and the importance of acting quickly and calmly under extreme pressure. It is a powerful example of my ability to use dispatching skills in an emergency situation, all while maintaining a reassuring and supportive connection with the person on the other end of the line.