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Employment history in Sutherland Global Services:Customer Service Representative Handled inbound voice and email queries for a multi-national online payment account of which includes billing, payment status, fraud, etc.Workforce Assistant Provided floor support to maintain the company service level at an acceptable rate.Senior Representative (Tier 2) Certified SME (Subject Matter Expert) by the client to provide 2nd level support for inbound voice and email queries. Training Ambassador/Assistant Provided assistance to new hire trainees to better their product knowledge, call handling skills, critical analytical skills, etc.