Senior Customer Success Manager

Managed end-to-end resolution for a dedicated portfolio of VIP and high-value clients, acting as the primary contact for complex escalations and technical issues. Consistently achieved 120–125% KPI performance and ranked in the top 15–25% of global support agents.

Investigated multi-chain transactions across BTC, ETH, and BSC in collaboration with Compliance and Security teams. Helped resolve high-stakes cases and recover an estimated $50K–$70K in client assets in Q4 2025, identified social-engineering and P2P scam patterns, and mentored more than six junior agents.

Built and managed a portfolio of more than 120 webmaster and publisher accounts. Increased managed advertising revenue to approximately $200K–$250K per month through proactive account optimization and relationship management.

Independently developed relationships with advertisers and ad-network managers to bring new partners to the company and secure improved placement and terms for clients. Authored more than 50 client-facing and internal technical documents.

Provided technical support for network, hardware, and software issues through phone and live-chat channels. Progressed to Senior Engineer in 2014 and became the primary escalation point for the most complex customer cases.

De-escalated and retained more than 500 clients, converting negative interactions into positive outcomes in an estimated 95% of cases. Built expertise in technical troubleshooting, customer communication, and complex issue resolution.