Customer Support QA professional

Conducted structured quality audits of customer support interactions (live chat, tickets, email) to ensure compliance with internal policies, KYC procedures, and platform guidelines. Provided data-driven feedback and calibration to support agents, improving response accuracy, customer satisfaction, and consistency across high-volume support operations. Handled customer inquiries related to account access, transactions, and basic cryptocurrency operations (buy/sell/transfer/store), ensuring clear and accurate communication. Managed customer complaints and escalations, including sensitive cases (account restrictions, verification issues), ensuring timely and compliant resolution. Collaborated with cross-functional teams (Operations, Product, Compliance) to identify workflow inefficiencies and improve support processes and user experience. Analyzed support trends, user issues, and operational metrics to identify recurring problems, potential risks, and areas for process optimization. Tracked and reported quality and performance metrics using internal dashboards and ticketing systems, supporting continuous improvement initiatives. Contributed to AI training workflows by reviewing edge cases, labeling support interactions, and providing feedback to improve automated response and moderation systems. Supported multilingual customer interactions, applying cultural awareness and empathy to ensure high service standards across diverse user groups.

Launched a website and established a scalable sales and content strategy, including social media and direct outreach. Built and maintained an online shop to sell original artworks and art prints, managing user experience, product listings, and customer support. Created and curated engaging content for social media platforms, adapting messaging for different audiences to foster organic growth and audience connection. Established cross-cultural connections and organized art exhibitions across Europe, collaborating with artists, venues, and community stakeholders. Actively monitored community feedback and engagement to guide content direction and optimize user experience.

Managed end-to-end supply chain operations for pharmaceutical products across the Middle East and North Africa (MENA) region, ensuring continuous product availability and timely delivery. Coordinated cross-functional operations between Global Trade Services, Warehouse Management, logistics partners, and manufacturing teams to maintain efficient supply workflows. Oversaw inventory planning, shelf-life tracking, and utilization monitoring to optimize stock levels and reduce warehouse storage costs. Led process improvement initiatives to reduce excess inventory and improve warehouse space utilization, increasing operational efficiency. Managed relationships with internal and external Contract Manufacturing Organizations (Germany, Greece, and Japan) to coordinate production schedules and supply availability. Monitored order planning and supply requirements, supporting procurement and financial planning processes. Supported invoice and financial flow coordination related to manufacturing, logistics, and supplier services to ensure accurate and timely processing. Proactively identified supply chain bottlenecks and implemented solutions to maintain medication availability for patients despite operational disruptions.