Outline
Looking for Part-Time work (4 hours/day) at $8/hour
Bachelor's Degree
English proficiency Native
Professional Summary
Experienced support professional with over 10 years of delivering high-quality service across tech, SaaS, and crypto. I’ve handled live chat, email, and voice support, managed onboarding and KYC for top-tier platforms like Kraken, and ensured smooth customer experiences through every interaction.
From fast-paced BPO environments to remote Web3 teams, I’ve resolved complex user issues, improved support workflows, and contributed to QA initiatives that raised team performance. Known for working independently, staying detail-oriented, and always aiming for operational excellence.
Outside of support, I’ve worked as a Quality Analyst—reviewing tickets, coaching agents, and identifying process gaps. This dual experience in frontline service and QA gives me a strong lens for customer insight, support strategy, and long-term retention.
Skills & Experience
Skills
Experience highlights
including commission and transaction management systems.
• Assessed client workflows and provided consultative recommendations to optimize
system adoption and efficiency.
• Managed project timelines, configurations, and client communications to ensure
successful deployment and user satisfaction.
• Delivered engaging virtual training sessions to enhance platform understanding and
adoption among brokerage teams.
automated systems to ensure accuracy, compliance, and operational consistency.
• Monitored data integrity and identified anomalies impacting fraud detection and
compliance performance.
• Implemented corrective actions and process improvements to enhance system
efficiency and reliability.
• Collaborated with engineering and operations teams to refine automation parameters
and minimize recurring errors.
maintaining high customer satisfaction across global time zones.
• Utilized support platforms including Zendesk to efficiently resolve client inquiries,
technical issues, and account setup concerns.
• Conducted thorough review and verification of customer identification documents in
compliance with KYC, AML, and regulatory requirements.
• Processed client applications with high attention to accuracy and data security,
high customer satisfaction by crafting personalized responses.
• Maintained clear documentation of customer interactions and followed escalation
protocols as part of risk-mitigation and user-safety efforts.
• Handled and routed threats, complaints, and compliance-related concerns to the
appropriate internal teams, ensuring timely and serious resolution.
• Conducted KYC document reviews, verifying compliance
teammate efficiency, identify areas for improvement, and support data-driven
decision-making.
• Conducted root cause analysis on recurring quality issues, identifying trends and
escalating critical findings to senior management for resolution planning.
• Validated the effectiveness of implemented corrective actions, ensuring continuous
quality improvement and long-term process sustainability.
• Facilitated calibration and
Create a free employer account to post a job and review applicants. Upgrade to message talent or view contact details.
Already have an account? Log In