Gunay Serkhanbeyli

Open to opportunities

Customer Service Agent

Customer service and operations specialist delivering first-contact resolution, accurate financial processing, and high customer satisfaction.

AzerbaijanCustomer Service Agent at Maverick

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Gunay Serkhanbeyli · Customer Service Agent · web2ua

About

I’m a detail-oriented customer service and operations professional with 5+ years of combined experience across client registration, financial processing, withdrawals, and front-line support. I’m known for consistently high customer satisfaction ratings, rapid first-contact issue resolution, and zero-discrepancy accuracy when handling financial data. In my current role as a Customer Service Agent at Maverick, I handle a high-volume client base across chat, email, and voice. I resolve 90% of customer issues on first contact, maintain 95%+ positive feedback from customers and supervisors, and was selected as “Employee of the Month” on a recurring bi-monthly basis. Previously, as a Withdrawal Specialist at Maverick, I reviewed, verified, and processed withdrawal requests in line with internal risk and KYC policies. I coordinated with finance and compliance teams to investigate flagged transactions and resolve discrepancies within SLA, while sustaining 100% accuracy during peak-volume periods. My background also includes Finance Clerk and Registration Specialist experience, where I supported daily financial operations (invoice processing and reconciliation) and contributed to a year-end internal audit completed with zero discrepancies. I also onboarded new customers by verifying documentation, completing KYC checks, and streamlining onboarding workflow steps to reduce handling time.

Experience

Customer Service Agent
Served as front-line customer support across chat, email, and voice, resolving 90% of issues on first contact. Maintained 95%+ positive feedback ratings and was repeatedly recognized as Employee of the Month.
Customer SupportConflict ResolutionActive ListeningDe escalationAttention To DetailContent ManagementTime Management
Withdrawal Specialist
Reviewed, verified, and processed customer withdrawal requests in line with internal risk and KYC policies. Coordinated with finance and compliance to resolve discrepancies within SLA while maintaining 100% payout processing accuracy during peak volumes.
Withdrawals ProcessingKYC ComplianceRisk AssessmentFinancial VerificationSLA ManagementCross functional Coordination
Finance Clerk
Supported daily financial operations, including invoice processing, reconciliation, and accurate data entry into internal systems. Contributed to a year-end internal audit completed with zero discrepancies.
Invoice ProcessingReconciliationsData EntryInternal ControlsAudit SupportFinance OperationsAttention To DetailRecord keepingProcess Compliance
Registration Specialist
Onboarded new customers by verifying documentation, completing KYC checks, and maintaining accurate account records. Streamlined the registration workflow to reduce average onboarding handling time.
Customer OnboardingKYCWorkflow OptimizationAttention To DetailData EntryProcess EfficiencyCustomer Registration

Education

Nakhchivan State University
Bachelor of Translation (English/Azerbaijani) completed at Nakhchivan State University in July 2024.
Bachelor of Translation (English/Azerbaijani) completed at Nakhchivan State University in July 2024.
International English Language Testing System (IELTS)
Received an IELTS English language certificate in 2024.
Received an IELTS English language certificate in 2024.

About

Experience

Customer Service Agent

Withdrawal Specialist

Finance Clerk

Registration Specialist

Education

Nakhchivan State University

International English Language Testing System (IELTS)