I am a dedicated customer support and operations professional with extensive experience supporting customers across fintech, cryptocurrency, e-commerce, telecommunications, digital publishing, and ride-hailing services. I specialize in resolving complex issues through chat, phone, email, and social media channels.
I have progressed from front-line customer service roles to Customer Support Analyst, Resolution Desk, and Subject Matter Expert responsibilities. I am comfortable handling escalations, supporting agents in real time, and managing sensitive customer account operations.
My fintech expertise includes cryptocurrency deposit and withdrawal investigations, blockchain transaction troubleshooting, KYC verification, payment methods, account limits, balance transfers, and security-related account concerns. I have experience working with exchange and wallet platforms while maintaining accuracy and customer trust.
I also bring operations experience in dispatch, booking coordination, testing-site administration, incident reporting, knowledge-base development, SOP creation, and support infrastructure setup. I enjoy creating clear processes that help teams scale and deliver consistent service.
I am experienced with support and collaboration platforms including Zendesk, Salesforce, Jira, Shopify, Slack, LiveChat, AWS Telephony, Avaya, Microsoft Office, and Google Sheets. I am motivated by solving challenging customer problems, improving workflows, and contributing to high-quality support operations.
Built the customer support infrastructure as part of an early startup team by creating Zendesk knowledge-base articles, step-by-step guides, customer FAQs, and core standard operating procedures.
Monitored cryptocurrency deposits and withdrawals after launch, investigated stuck transfers, and handled customer inquiries involving transactions and accounts.
Served as a Subject Matter Expert providing real-time chat assistance to front-line agents for complex customer issues and supervisor-level escalations.
Managed sensitive account operations, including credit processing, rewards, balance transfers, account changes, and security overrides restricted from general support tiers.
Provided customer support for cryptocurrency deposits, withdrawals, supported payment methods, account limits, and account security protocols.
Conducted KYC verification and investigated transactions across multiple blockchains to provide users with transaction status updates and troubleshooting.
Dispatched chauffeurs and assigned bookings for global partners under the Blacklane account.
Monitored Driver App milestones and prioritized bookings for high-value clients to support efficient service delivery.
Provided technical support for digital textbook platforms through phone, chat, and email channels.
Managed student orders and resolved digital access issues using Zendesk and Shopify.
Handled e-commerce customer inquiries and resolved concerns related to website orders.
Processed payments in Shopify and coordinated with global suppliers to address order requirements.
Managed scheduling for testing sites and administrators supporting the PSI Services LLC account.
Reviewed CCTV footage using Hikvision and Bosch systems and prepared incident reports for HR and management.
Resolved customer escalations through social media for the Roku streaming device account.
Managed high-volume chat workloads with three to six concurrent sessions while maintaining service quality standards.
Handled inbound and outbound customer calls for T-Mobile account activations and number-porting requests.
Provided customer service assistance for account-related concerns and activation processes.
Grand Diploma, Professional Culinary, Baking and Pastry Arts
Completed a Grand Diploma in Professional Culinary, Baking and Pastry Arts.
Secondary Education
Completed secondary education.
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