Mary Mar

Customer Service Representative

8+ yrs exp 86 · Excellent

About

Professional with 8.8 years of experience across employee and client relations, compliance management, background verification, application support, and order management. Experienced in payment and transaction dispute resolution, fraud investigation, client account management, statutory and regulatory compliance, document verification, and SLA management.

Skills & Expertise (11)

Good Communication Advanced

8.0/10

Years Exp

Problem Solving Advanced

8.0/10

Years Exp

Team Collaboration Advanced

8.0/10

Years Exp

MS Excel Advanced

7.5/10

Years Exp

Zendesk Intermediate

6.0/10

Years Exp

Jira Intermediate

6.0/10

Years Exp

MS Power Point Intermediate

5.5/10

Years Exp

MS Word Intermediate

5.5/10

Years Exp

Power BI Intermediate

4.5/10

Years Exp

Salesforce Intermediate

4.5/10

Years Exp

Kibana Beginner

3.5/10

Years Exp

Work Experience

Customer Service Representative

HireRight

Mar 2023 - Present

Assisting U.S.-based applicants with background screening status inquiries, document submission, verification requirements, and resolution of application-related issues. Guided clients through account management, including placing background screening orders, generating reports, adding users, managing permissions and access, modifying screening packages, resolving invoice queries, and supporting account reactivation/deactivation and due diligence status updates. Provided clear guidance to clients and applicants on electronic I-9 and E-Verify procedures, employment authorization inquiries, and Right-to-Work verification requirements in the United States. Cross-trained in background verification research processes, enabling independent review and validation of applicant documents and verification information, and closure of eligible cases. Educated applicants/clients on various background verification products and screening services, including employment, education, professional reference, Social Security Number (SSN), and criminal background checks. Provided professional, multi-channel customer support via live chat, inbound and outbound calls, and email, consistently ensuring prompt and accurate resolution of applicant and client inquiries. Experience working across multiple regions, including APAC, EMEA, and the USA.

Customer Account Transition Executive

Simpliance

Aug 2022 - Mar 2023

Oversaw a portfolio of client accounts on the Simpliance compliance management platform, achieving on-time completion of statutory and legal compliance requirements and consistently maintaining clients’ compliance status. Reviewed and maintained employee-related compliance data/documents, including attendance, working hours, overtime, leave policies, HR handbooks, compliance training records, and payroll/salary structure details. Managed statutory remittances & tax return on behalf of clients, including PF, ESI, Labour Welfare Fund (LWF) & Professional Tax through respective government portals. Monitored compliance due dates/deadlines and proactively followed up with clients to ensure timely submission of required documents, payments, and returns. Assisted clients in handling legal and statutory notices by coordinating with the internal Legal team, providing relevant information, facilitating resolution, and supporting compliance-related corrective actions and penalty payments. Coordinated with internal stakeholders such as Audit, Legal, Finance, and other cross-functional teams to investigate and resolve client queries, close compliance gaps, and ensure timely resolution. Monitored client accounts to ensure 100% compliance completion, conducted regular Zoom meetings to address compliance queries and pending activities, and followed up on outstanding requirements to maintain accurate compliance records. Resolved billing, invoice, and pricing-related queries by coordinating with relevant internal teams and ensuring client account information remained accurate and up to date. Supported the Operations team with assigned data analytical tasks using Microsoft Excel, including basic data validation, duplicate identification, VLOOKUP, and Pivot Table creation, and developed simple data visualizations to help clients better understand areas such as Working Hours & Overtime Compliance and Mandatory Benefits (PF/ESI).

Customer service executive

Sodexo-Zeta

Nov 2020 - Jul 2022

Assisted Sodexo clients and merchants with portal registration, account setup, sign-up processes, and troubleshooting portal-related issues. Facilitated onboarding and training for new team members by addressing process-related queries, providing floor support, and delivering hands-on guidance to ensure seamless integration and productivity.

Application Support Specialist

Zeta

Jan 2018 - Nov 2020

Resolved Zeta application support requests for corporate employees by efficiently troubleshooting digital payment failures, Swipe & Pay and Scanner transaction errors, login, and access issues, consistently adhering to SLAs and reducing resolution time. Assisted corporate employees with management of benefit cards—including Meal, Fuel, Telecommunication, Leave Travel Expense (LTE), Cafeteria, Rewards, Celebration, and Gift Cards. Managed support requests in accordance with Service Level Agreements (SLAs), ensuring timely resolution of tickets and preventing TAT (Turnaround Time) and ETA breaches. Transitioned to Level 2 (L2) Transaction Dispute Support, handling payment-related issues, transaction failures, and payment errors through detailed investigation and analysis. Investigated suspected fraudulent transactions and activities, performed initial analysis, and took appropriate actions in accordance with defined processes and risk-control guidelines. Managed merchant configuration requests, including MCC (Merchant Category Code) updates/curation, to ensure successful transaction processing and prevent payment declines. Assisted clients with order management, including order creation, processing, status verification, and resolution of order-related issues. Reviewed and validated employee reimbursement claims by analysing submitted bills and supporting documents for Meal/Grocery, Internet, and Leave Travel Allowance (LTA) expenses, ensuring compliance with company policies and processing eligible claims for reimbursement. Verified supporting documentation, assessed claim eligibility, and identified discrepancies before approving or escalating reimbursement requests for further review.