Diego Mundo
Lima
Summary
Results-driven Customer Support Specialist with background in managing customer inquiries and complaints, troubleshooting technical issues, and maintaining high customer satisfaction levels. Strengths include problem-solving skills, empathetic communication style, and adeptness at learning new technologies. Significant impact made in previous roles through improvement of support processes to streamline operations and enhance customer experiences.
Overview
4
4
years of professional experience
Work History
Customer Support Specialist
TonyBet Sourcing Limited
Gibraltar
08.2023 - 01.2025
- Conducted KYC verification, reviewing customer documents (IDs, proof of address, and payment methods) to ensure compliance with regulatory requirements.
- Assisted in AML monitoring, identifying, and escalating unusual transactions, such as rapid deposits/withdrawals and third-party payments.
- Managed EDD cases, requested additional documentation for high-risk customers, and analyzed accounts for potential fraud.
- Investigated and escalated compliance concerns, including multi-accounting, chargebacks, and suspicious betting activity, ensuring adherence to internal policies.
- Provided chat and email support in Spanish for LATAM and European markets, assisting players with verification and responsible gambling inquiries.
- Utilized JIRA and internal risk management tools to efficiently document and escalate fraud and compliance-related issues.
Bilingual Customer Service Representative
Concentrix
Lima
04.2021 - 01.2023
- Provided technical support and account assistance via phone and email to B2C and B2B customers, troubleshooting hardware, software, and security-related issues.
- Managed and resolved C4CS tickets, ensuring timely follow-ups, and maintaining high customer satisfaction scores (CSAT).
- Assisted with order processing, payment issues, shipping inquiries, and dispute escalations, ensuring compliance with company policies.
- Gathered and documented critical case details, transferring complex technical issues—such as electrical failures, product malfunctions, and safety concerns—to specialized engineers for further investigation.
- Provided product guidance and onboarding support for customers using the Philips Hue System and Interact Pro, ensuring a smooth user experience.
- Consistently met KPI targets, demonstrating strong product knowledge, troubleshooting expertise, and customer orientation.
Education
Psychology
UTP
Lima, PeruSkills
- MS Office 365 & Google Workspace (Docs, Sheets) – Intermediate
- Fast & Accurate Typing Multitasking
- Fluent Spanish Professional English (Training & Communication)
- Portuguese (Beginner-Intermediate)
Languages
Spanish
First Language
English
Advanced (C1)
C1
Portuguese
Intermediate (B1)
B1
Core Competencies
- Customer Support | Live Chat & Email | Complaint Resolution | KYC & AML
- Technical Troubleshooting | Ticket Management | Issue Resolution
- CRM & Ticketing Tools (JIRA, C4CS) | Escalation Handling
- KPI-Driven | Time Management | Remote Work
Affiliations
- Photography & image editing (Adobe Lightroom Classic) – Attention to detail & creativity.
Timeline
Customer Support Specialist
TonyBet Sourcing Limited
08.2023 - 01.2025
Bilingual Customer Service Representative
Concentrix
04.2021 - 01.2023
Psychology
UTP
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