Meriam A. Olavides
Bohol
Summary
Customer service representative with extensive industry experience and a strong track record of maintaining high customer satisfaction. Proven ability to establish rapport with clients and contribute to team success through a positive attitude and strong work ethic. Highly adaptable and skilled in quickly mastering new tasks while working independently. Committed to building relationships and fostering partnerships to drive business growth.
Overview
17
17
years of professional experience
1
1
Certificate
Work History
Senior Customer Support Agent
Swivel Gaming
Bohol
08.2024 - Current
- Managed customer support cases in Zendesk, ensuring timely resolutions and SLA compliance.
- Coordinated player account investigations with relevant internal teams to address issues promptly.
- Delivered high-quality customer experiences while adhering to compliance standards.
- Supported operational risk identification and reporting to enhance service reliability.
Compliance / QA Specialist
888holdings
Aseana, Paranaque
01.2023 - 05.2024
- Conducted AML/KYC reviews and compliance monitoring for player accounts.
- Identified risk patterns and escalated suspicious activity cases for further investigation.
- Performed QA testing on processes, systems, and operational workflows to ensure compliance.
- Assisted with regulatory reporting and ensured internal audit readiness.
Early Childhood Educator Assistant
Kidsclub Playschool
Imus, Cavite
03.2023 - 03.2024
- Collaborated with parents to discuss child development and address concerns.
- Supervised children's activities to ensure safety and enjoyment during playtime.
- Facilitated group activities that promoted teamwork and social skills among peers.
- Assisted lead educators in creating engaging lesson plans tailored for children.
- Supported individual learning needs through customized educational activities and resources.
- Maintained a clean and organized classroom environment conducive to learning.
- Participated in training sessions to enhance skills in early childhood education practices.
Payments Auditor/ Trainer / Senior Payment Analyst / Shift Manager
William Hill
BGC, Taguig
01.2012 - 01.2023
- Managed payment processing operations, including deposits, withdrawals, and transaction verification.
- Investigated fraud cases, chargebacks, and suspicious payment activities.
- Performed KYC verification to ensure compliance with regulatory standards.
- Led shift operations while supervising frontline support teams.
- Handled escalations and maintained service continuity during high-volume periods.
- Conducted audits of financial records and operational processes for accuracy.
- Collaborated across departments to enhance risk management practices.
Account Executive
Xolutions Are Us Inc.
Makati
04.2011 - 03.2012
- Executed client acquisition strategies to strengthen relationships and enhance account management.
- Coordinated internal teams for effective campaign execution and alignment.
- Negotiated budgets and timelines with clients to meet project objectives.
Executive Administrative Assistant
Blue Island Film Productions
Tagbilaran City
09.2010 - 03.2011
- Optimized executive calendars through efficient appointment management and scheduling.
- Coordinated comprehensive travel arrangements and itineraries for executives.
- Documented meeting agendas and minutes, distributing notes to attendees promptly.
- Secured confidential files while systematically organizing important documents.
- Facilitated effective communication with clients and vendors to support business operations.
- Assisted executives in preparing reports and presentations for strategic discussions.
- Managed office supply inventory, ensuring adequate stock availability.
Customer Care Officer
Pilipinas Teleserv Inc.
Quaipo, Manila
01.2010 - 08.2010
- Managed inbound customer inquiries and service issues to enhance satisfaction.
- Resolved complaints with professionalism and empathy, ensuring positive outcomes.
- Maintained accurate customer records and interaction logs for reference.
- Documented interactions in customer relationship management system for future analysis.
Production Manager
Blue Island Film Productions
Dauis, Bohol
03.2009 - 07.2009
- Coordinated film production schedules and resource allocation across multiple projects.
- Collaborated with directors and producers to align production goals with timelines.
- Supervised equipment setup and breakdown, ensuring adherence to safety standards.
- Managed on-set operations to promote efficient workflow among crew members.
Education
Teaching Certifcation - Education
University of Makati
East Rembo, Makati01.2018
Bachelor of Arts - Mass Communication
Holy Name University
Bohol, Philippines01.2009
Skills
- Fraud detection and investigation
- Compliance monitoring
- Risk identification and analysis
- Client relationship management
- Customer support and service
- Effective communication skills
- AML/KYC compliance
- Payment processing and chargeback handling
- Regulatory compliance (iGaming)
- Quality assurance testing and process improvement
- Shift leadership and team coordination
- Zendesk management and ticketing systems
- Remote support strategies
- Cybersecurity principles
Certification
- Management and Leadership Program
- Social Media Marketing
- Personality Development Workshop
Timeline
Senior Customer Support Agent
Swivel Gaming
08.2024 - Current
Early Childhood Educator Assistant
Kidsclub Playschool
03.2023 - 03.2024
Compliance / QA Specialist
888holdings
01.2023 - 05.2024
Payments Auditor/ Trainer / Senior Payment Analyst / Shift Manager
William Hill
01.2012 - 01.2023
Account Executive
Xolutions Are Us Inc.
04.2011 - 03.2012
Executive Administrative Assistant
Blue Island Film Productions
09.2010 - 03.2011
Customer Care Officer
Pilipinas Teleserv Inc.
01.2010 - 08.2010
Production Manager
Blue Island Film Productions
03.2009 - 07.2009
Teaching Certifcation - Education
University of Makati
Bachelor of Arts - Mass Communication
Holy Name University
Tools And Systems
- Zendesk
- Oracle
- Payment Processing Platforms
- GeoComply
- KYC/AML Verification Platforms (Sumsub and similar systems)
- Microsoft Excel (Advanced)
- Google Workspace (Docs, Sheets, Gmail)
- Slack
- Microsoft Teams
- Jira
Personal Information
Title: Customer Support iGaming Operations Specialist
Tools And Systems
- Zendesk
- Oracle
- Payment Processing Platforms
- GeoComply
- KYC/AML Verification Platforms (Sumsub and similar systems)
- Microsoft Excel (Advanced)
- Google Workspace (Docs, Sheets, Gmail)
- Slack
- Microsoft Teams
- Jira