arvinmogan
Operations, Cs & Quality Specialist
Results-driven technology specialist with 16 years of experience and cryptocurrency expertise. Proven success in delivering operational excellence through systematic process improvements and quality assurance initiatives. Recognized for driving transformative changes in cryptocurrency operations while maintaining exceptional service standards. Passionate about blockchain technology and its potential to reshape the financial landscape.
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