Summary
Overview
Work History
Education
Skills
Timeline
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Janiel Villegas

Support Specialist

Summary

Customer Support Specialist with a strong fintech background, assisting clients with trading platforms like MetaTrader 4, MetaTrader 5, cTrader, and DXtrade. Skilled in account management, compliance, trade execution support, and resolving customer inquiries via phone, chat, and ticketing systems. Committed to delivering efficient solutions and enhancing client satisfaction.

Overview

3
3
years of professional experience

Work History

Support Specialist

FTMO
05.2023 - Current
  • Deliver real-time customer support via live chat (handling up to four chats simultaneously), email, and ticketing systems, ensuring prompt and effective assistance.
  • Assist clients with logging into their accounts and navigating their corresponding trading platforms, including MetaTrader 4, MetaTrader 5, cTrader, and DXtrade.
  • Guide clients through the KYC process, ensuring the successful submission and verification of identification documents (e.g., ID, passport) and proof of address.
  • Monitor and review client accounts to verify rule compliance and potential breaches, providing clear explanations of violations and necessary actions.
  • Investigate and process refund requests, addressing cases of partial payments, bounced transactions, and delays, ensuring smooth and timely fund recovery.
  • Assist with cryptocurrency payments, helping clients resolve issues related to missing credentials and transaction verifications.
  • Provide detailed account guidance, including information on trading restrictions during news events and weekend holdings, ensuring full understanding of platform policies.
  • Analyze trade execution complaints, reviewing platform logs to identify discrepancies and offering transparent resolutions.
  • Resolve disputes related to account breaches, conducting thorough investigations to assess the validity of client claims and maintain system integrity.
  • Collaborate with internal teams, escalating complex issues and providing feedback to streamline service processes and improve customer satisfaction.

Customer Service Representative

NIKE COMMERCE
05.2022 - 04.2023
  • Provided high-quality customer service via phone, assisting clients with order placements, cancellations, returns, refunds, and price adjustments.
  • Investigated and resolved issues related to missing items, incorrect shipments, and delivery discrepancies, ensuring prompt and effective resolutions.
  • Delivered clear, step-by-step instructions on return procedures, refund processing, and policy guidelines to enhance customer satisfaction.
  • Accurately documented all customer interactions in Salesforce, maintaining detailed records for follow-ups and quality assurance.
  • Assisted fellow team members by providing real-time support during their calls, helping them resolve complex customer inquiries efficiently.
  • Maintained a strong understanding of Nike’s products, promotions, and policies to provide informed support and enhance customer experiences.

Education

Saint Thomas
12-2019

Skills

  • Customer Support & CRM: Customer Relationship Management, Ticket Management, Chat Support, Support Services

  • Financial & Compliance: KYC Verification, Fund Recovery, Compliance Monitoring, Secure Payouts, Withdrawals, Crypto Transactions

  • Trading & Technical: Trade Execution Analysis, Trading Platforms Proficiency (MetaTrader 4 & 5, cTrader, DXtrade)

  • Tools & Software: Salesforce, LiveAgent, Microsoft Office

Timeline

Support Specialist

FTMO
05.2023 - Current

Customer Service Representative

NIKE COMMERCE
05.2022 - 04.2023

Saint Thomas

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Janiel VillegasSupport Specialist