Ramone Boltman

• Supported management decisions by providing accurate, timely, and relevant information gathered from various sources during the monitoring process.
• Conducted comprehensive audits to ensure regulatory compliance and mitigate potential risks.
• Developed customized monitoring strategies for clients, ensuring tailored solutions to meet specific needs.
• Proactively identified potential issues through regular analysis of monitoring data, facilitating timely resolution efforts.
• Streamlined reporting processes for improved efficiency and reduced response times.

• Enhanced business operations by integrating disparate systems, such as CRM, ERP, and HRM applications.
• Conducted regular reviews of existing integrations to identify areas for optimization or enhancement.
• Maintained up-to-date documentation on all integration projects, allowing for easy reference and future enhancements.
• Optimized system performance by monitoring, analyzing, and tuning integration components as needed.

• Answer calls from all merchants with payment gateway queries on the E-Commerce platform.
• Assist with online transaction queries (confirm transactions and statuses, request status updates).
• Provide support for businesses integrating to carts, shopping carts, or custom integrations (e.g., WooCommerce, Shopify, Magento, PHP integration, Nopcommerce, ECWID, PrestaShop, CS_Cart, Zen_Cart, and Host to Host integrations).
• Troubleshoot gateway/website errors.
• Escalate finance queries (payouts/invoicing).
• Handle cancellations (suspend accounts/reactivations).

WONGA AMBASSADOR

• Positions:Customer Service L1
  Late Shift Manager on Duty
  Complaints Specialist
• Responsibilities:Assisting with various online queries, payments, account issues, and fraud investigations.
  Managing escalations and complex queries during late shifts.
  Handling complaints, mediating with third parties, and assessing compensation.
• Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.

I am recognized at Wonga as an ambassador for going above my duties. Below is a link of what I am renowned for, with 2 million views for great customer service.

Watch on YouTube or search "Tiny Tim calls Wonga" on YouTube or Facebook.

Positions:Senior Associate: Ops – Customer Service
Lead Generation Coach – Coaching agents
Multimedia Team – Correspondence & Emails
Lead Generation Coach – Coaching MMT Agents

Responsibilities: Dealing with UK business customers regarding their gas and electricity supply.
Coaching inbound agents and providing feedback.
Handling complex and technical queries and complaints via email.

• Enhanced team performance by developing and implementing effective coaching strategies.
• Collaborated with other coaches to share best practices, techniques, and insights for overall program improvement.

Positions:

Loan Specialist - Customer Service
Loan Specialist - LAB (testing systems)
Ops Agent (Multi-skilled to assist various departments) (Permanent Basis)

Responsibilities:

Started off in customer services, dealing with general queries, complaints, creating settlements, retention of customers, creating new business.
Testing and piloting new systems before making them live to the rest of the business. Reporting faults and gaining feedback from agents experiencing difficulties.
Multi-skilled all around the business, handling the full customer journey from loan application to final validation.