Customer Support Team Lead / QA Specialist

Sobre el especialista

Team Lead and QA professional in customer operations with an iGaming-style support background: handled account, payment, verification and bonus inquiries via live chat and email and coordinated escalations with Payments, KYC, Risk, Responsible Gaming and VIP teams. Promoted within four months from Customer Support Agent to Moderation Officer / QA / Team Lead on a Social Chat project, where she led daily operations, built SOPs, chat templates, training materials and error-categorisation frameworks, ran QA evaluations and analysed KPIs to drive process improvements. Before that spent over a decade in client-facing operations at a national pension fund, processing sensitive medical, financial and registry data with strict confidentiality. Also works as a freelance translator. Looking for a remote Customer Support Team Lead or CS QA role.

Competencias

experiencia laboral

Moderation Officer / QA / Team Lead — WeDoSupport — 07.2025–08.2026: led Social Chat project team, built SOPs, QA frameworks, trackers and reports, coached agents Customer Support Agent — WeDoSupport — 03.2025–06.2025: live chat and email support on account, payment, verification and bonus issues; escalations to Payments, KYC, Risk, Responsible Gaming, VIP Operations & Client Services Specialist (Medical Assessment, Pension Payments, Registry) — Pension and Disability Insurance Fund of Serbia — 2012–2023: processed sensitive beneficiary and payment data, direct client assistance Freelance Translator — self-employed — 2007–present: medical, administrative and specialised translation for international clients

educación

Bachelor Degree in Agricultural Engineering (Crop Protection) — Academy of Technical Vocational Studies, 2010–2016 JavaScript / Full-Stack Web Development, one-year program — University of Belgrade, School of Electrical Engineering

Geografía preferida

Požarevac, Serbia

Idiomas

English C1, Spanish conversational, French basic