Zaccarija Zack Salama
Swatar
Summary
Diligent with strong foundation in managing customer accounts and resolving client issues efficiently. Demonstrated success in maintaining high customer satisfaction and fostering long-term relationships. Proven ability to utilize communication and problem-solving skills to benefit team goals and drive client retention.
Overview
6
6
years of professional experience
2
2
Languages
Work History
Customer Service Night Shift Agent
Videoslots
06.2024 - Current
- As a Customer Service Night Shift Agent at Videoslots, I handle a high volume of customer chats and emails with a focus on empathy, understanding, and efficiency. I work independently throughout the night shift, often without direct managerial oversight, which requires me to make quick, informed decisions and resolve issues promptly. I consistently demonstrate strong problem-solving skills, ensuring that customers feel heard and valued, even in challenging situations.
- I am accustomed to managing difficult or complex cases, using a calm and professional approach to de-escalate tensions while providing clear and effective solutions. My ability to stay diligent and focused during the quieter night hours allowed me to maintain high levels of service and meet performance targets, even in the absence of immediate supervisory support.
General Support Agent
Red Acre LTD
03.2022 - 02.2024
- I started my journey as a general support agent, handling chats and tickets, and calls in a polite and timely manner. My role as general support consisted of assisting clients with general queries, such as troubleshooting, guiding them through FAQs, and guiding clients through our platform's various tools. I also have experience using Freshdesk Support and raising Jira tickets.
- As I gained more knowledge and confidence in my work, I was promoted to POC. This meant that I would assist my colleagues and new agents within the company with making the client's journey on our platform a smoother and less inconvenient experience.
- A year and 3 months later, I was promoted to a new department as a payment, verification, and fraud agent. This was a role that I was completely new to. That being said, I quickly adapted and made myself more comfortable handling my new tasks. My main tasks consisted of making sure due diligence was properly checked on our clients, as well as confirming that the details and documents provided by our clients did not have any fraudulent patterns or break any laws. The processing of payments via the blockchain, reading through public ledgers in great detail, and extensive KYC and KYB checks on our clients.
Contact Service Agent
Centrecom
06.2021 - 02.2022
- Answering inbound calls from customers, responding to inquiries, and managing complaints.
Crew Member
Premier Restaurants Malta ltd. (Mc Donald's)
11.2019 - 11.2021
- Main activities and responsibilities include greeting customers with a smile and ensuring they are given the best experience with optimum customer satisfaction. Making sure orders are presented and prepared accurately and timely. Managing a cash register, keeping the restaurant tidy, and cooperating with other team members to accomplish shift goals and objectives. I received my first training at McCafe and am also a certified barista.
Education
St'Claire's College
07.2013
Level 3 Computer Science - Post Secondary
MCAST
O-Level Examination - English & English Literature, Physical Education, Maltese, Computer Science, Ethics
St'Claire's College
03.2019
Skills
- Teamwork - Experienced
- Work ethic - Experienced
- Communication - Expert
- Problem-solving - Experienced
- Attention to detail - Expert
- Leadership - Experienced
- Great at listening and soaking in Knowledge - Expert
- Adaptability - Expert
Interests
Gaming, Vintage Marvel Comics Collector, Funko Pop and Lego Collector
Timeline
Customer Service Night Shift Agent
Videoslots
06.2024 - Current
General Support Agent
Red Acre LTD
03.2022 - 02.2024
Contact Service Agent
Centrecom
06.2021 - 02.2022
Crew Member
Premier Restaurants Malta ltd. (Mc Donald's)
11.2019 - 11.2021
Level 3 Computer Science - Post Secondary
MCAST
O-Level Examination - English & English Literature, Physical Education, Maltese, Computer Science, Ethics
St'Claire's College
St'Claire's College
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