Customer Support Specialist

• Provided top-notch customer support to cryptocurrency users through various
communication channels (email, chat) in a timely and efficient manner. Upwards of 100+ tickets daily.
• Assisted customers in navigating blockchain platforms, wallet applications, and
resolving transaction-related issues.
• Conducted in-depth investigations to identify and resolve complex cryptocurrencyrelated problems, ensuring a high level of customer satisfaction.
• Collaborated with the development and compliance teams to escalate and prioritize
critical issues for swift resolution.
• Worked closely with banking partners to address customer deposit issues.
• Educated customers on blockchain technology, security best practices, and
compliance guidelines.
• Contributed to the development of knowledge base articles and FAQs using Zendesk,
Confluence, and Atlassian platforms to empower customers with self-help
resources.
• Stayed up-to-date with industry trends and regulatory changes to provide accurate
information to customers.
• KYC Compliance
• Customer Due Diligence
• Risk Assessment
• AML (Anti-Money Laundering)
• Client Verification
• Regulatory Compliance
• Documentation Review
• Communication and Customer Service
• Team Collaboration
• Continuous Learning and Adaptation

• Managed a team of 12-15 agents, including multilingual chat and email agents.
• Conducted weekly evaluations of KPIs and quality assurance reviews, providing
coaching and support to improve team performance.
• Handled client requests, escalated customer issues, and coordinated with other
departments.
• Created and optimized knowledge base and process articles in Confluence.

• Handled between 50-60 tickets/chats per day, addressing customer accounts,
software/hardware troubleshooting, refund requests, feedback, and general
inquiries.
• Gained expertise in five different products and provided brand-aligned support,
meeting or exceeding KPIs and customer satisfaction targets.
• Demonstrated exceptional teamwork, actively collaborating with colleagues to
deliver solutions and resolve issues.
• Consistently exceeded target customer satisfaction percentages.
• Received recognition for outstanding performance and teamwork

• Self-taught chef and co-owner at Aroi Thai, a successful restaurant.
• Maintained efficient mise en place and supervised a team of five, producing over
200 plates daily.
• Developed recipes and menus based on market demand and culinary trends.
• Prepared authentic dishes from scratch, sourcing ingredients from vendors while
managing costs.
• Received positive reviews in newspapers, food blogs, and magazines, with a 4.5-star
rating in "Feasting in Costa Rica's Central Valley" book.