arvinmogan
Operations, Cs & Quality Specialist
Results-driven technology and operations specialist with 9 years of experience, including 3+ years in the cryptocurrency and blockchain industry. Proven success in driving operational excellence, process improvements, and quality assurance in customer support for a leading crypto platform. Skilled in cryptocurrency data curation, client management, and blockchain project analysis. Passionate about leveraging blockchain technology to transform financial systems and deliver exceptional user experiences.
Experience: 9 years
Yearly salary: $50,000
Hourly rate: $0
Nationality: 🇲🇾 Malaysia
Residency: 🇬🇧 United Kingdom
Experience
Business Process Specialist
Storehub 2020 - 2021
Coordinated business process improvement strategies, applying analytical skills to enhance operational efficiency. Developed and designed process guides for internal Knowledge base, improving team performance and multi-department internal updates. Collaborated with Product & Dev teams to implement API integrations to reduce backlog and enhance support escalation flows.
Quality Assurance & Training Specialist
Storehub 2019 - 2020
Conducted quality monitoring and assessments using Playvox, developing QA scorecards aligned with business objectives. Developed training syllabus, structure and core competencies for both MY Customer Success & Customer Care teams. Reduced average handling time of service escalation tickets by 15% over a 3-month period to improve operational efficiency.
Customer Support Representative
Storehub 2019 - 2019
Resolved customer inquiries and complaints related to usage of hardware and software for all channels (calls, email, live-chat). Provided guidance on hardware/software troubleshooting and usage of features.
Client Care Associate
Standard Chartered (Global Business Services) 2016 - 2018
Provided world-class customer care and support services to Priority Banking and GMM clients as part of the regional Singapore inbound team. Up-selled consumer banking products to new and existing banking clients.
Skills
customer-success
operations
quality-assurance
customer-support
english