TELUS International | 2016 – 2019 | Sofia, Bulgaria
Provided specialised financial advisory support for Mastercard’s CashPassport prepaid travel card, ensuring secure and efficient use of the product for international customers. The role extended beyond customer interaction to include technical, financial, and operational responsibilities in a global support environment.
Key Responsibilities & Achievements:
- Financial Advisory & Support: Guided customers on multi-currency management, currency conversion, and secure fund transfers, including integration with Western Union services.
- Technical Systems & Tools: Worked extensively with Salesforce CRM, Citrix, and internal payment platforms to manage transactions, monitor activity, and resolve account access issues.
- Global Team Collaboration: Maintained close coordination with support teams in the Philippines, ensuring smooth case handovers and consistent service delivery across time zones.
- Onboarding & Training: Supported the training of new joiners, sharing best practices and system knowledge to accelerate ramp-up time and maintain service quality.
- Compliance & Security: Ensured all interactions adhered to financial compliance standards, including identity verification, fraud prevention, and data protection.
Impact:
Enhanced customer trust and operational reliability in Mastercard’s CashPassport service by combining financial expertise with technical problem-solving, while actively contributing to team development and international coordination.
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