Outline
Looking for Full-Time work (8 hours/day) at $8/hour
Bachelor's Degree
English proficiency Fluent
Professional Summary
With 10 years of customer service experience, primarily in non-voice support for global clients like Microsoft, Coinbase, and LBank, I bring both technical proficiency and a strong commitment to service excellence.
In my role at Coinbase Philippines and LBank, I provided real-time support via chat and social platforms, specializing in high-volume inquiries related to cryptocurrency transactions. As a Subject Matter Expert (SME), I also assisted in training new agents and improving queue management strategies. Prior to this, I worked with Infosys BPM supporting Microsoft, handling email-based customer concerns and data-driven processes.
I thrive in remote environments, adapt quickly to new tools, and pride myself on clear, empathetic communication. I would welcome the opportunity to contribute to your team’s continued success.
Skills & Experience
Skills
Experience highlights
withdrawals, KYC and other account related concerns.
- Processed and escalated delayed transaction queries by meticulously reviewing blockchain hash histories and routing issues to Tier-2 technical support teams.
- Accelerated user onboarding by guiding international clients through KYC procedures, document uploads, and facial
verification.
cryptocurrency-related issues, concerns, and inquiries.
- Served as a Subject Matter Expert (SME), offering real-time support and guidance to team members on complex cases and assisting in queue management through regular scrubbing and quality checks.
- Facilitated onboarding and continuous training for new hires and existing team members to ensure clear understanding of
tasks.
- Accommodate requests from partners concerning their agreement, purchase order and other related matters.
- Deal with partners and their Commercial Executives and ensure that their Customer Price Sheet requests are processed.
- Assist on escalation concern via email and call/Teams meeting.
- Ensuring the Key Performance Indicators (KPI) are met by coordinating with team supervisor for any process update and gaps.
- Ensuring the Service Level Agreement (SLA) and Quality Audit (QA) criteria are met.
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