Customer Support and Backend Operations Professional

Provided high-volume non-voice customer support through live chat and email for account, billing, subscription, platform, and technical inquiries. Assisted customers with account setup, evaluations, trading platforms, market data, payouts, refunds, and account-related concerns.

Investigated issues, identified root causes, and delivered clear step-by-step written resolutions or next steps. Managed complex cases and coordinated escalations with technical, finance, risk, compliance, and operations teams.

Maintained accurate customer records, case documentation, and follow-up actions through resolution while independently following service standards in a fully remote environment.

Led and coached a team of more than 15 customer service representatives, supporting productivity, quality, and customer experience through monitoring, coaching, performance feedback, and service improvements.

Maintained 95%+ CSAT and managed escalated customer concerns to support effective resolution. Led backend operations covering data entry, order processing, reporting, and high-volume administrative work.

Reduced processing errors and operational delays by 35% through workflow improvements, process standardization, and employee training.

Provided customer support through email and chat, resolving inquiries, complaints, account concerns, and service requests.

Ranked among the top 5% of performers based on service and productivity metrics. Achieved 97% first-contact resolution through effective issue identification and resolution.

Improved ticket turnaround time by 20% through efficient case management and prioritization.

Exceeded monthly sales targets by up to 25% through customer needs analysis, relationship building, and upselling.