forestwillow

Configured and optimized Fin AI for customer support, achieving 80% CSAT and a 60% resolution rate. Built internal Slack bots with n8n to help support agents resolve issues, find information, and follow operational procedures. Created and structured knowledge bases, business rules, and operational instructions for AI assistants. Developed Claude Skills and Claude Agents for reusable internal workflows and task automation. Designed prompts, agent instructions, decision logic, and conversational flows for AI-powered support tools. Improved AI response quality by refining knowledge sources, instructions, and support content. Served as the technical owner of Intercom for the support organization. Designed and configured workflows, macros, routing rules, automations, and support processes. Optimized the Intercom knowledge base and operational setup to improve agent efficiency and customer experience. Worked directly with Intercom managers to resolve technical questions, review platform capabilities, and plan improvements. Created and maintained user-facing documentation, FAQs, internal guides, and technical instructions. Migrated customer-facing FAQ content to a Docs as Code workflow with version control and collaborative review. Designed documentation architecture and structured knowledge for both support agents and AI systems. Created process diagrams and visual explanations for technical and operational workflows. Analyzed recurring support issues and improved documentation based on user feedback and operational data. Collaborated with Product, Engineering, Customer Support, and Customer Success teams.

Developed and updated internal documentation for CRM systems, Intercom, and other support tools. Created step-by-step guides and operational instructions for the Business Support team. Reviewed user-uploaded passport and Face ID images for authenticity, consistency, prohibited content, and signs of manipulation. Identified potential fraud indicators, forged documents, image tampering, and deepfake-related inconsistencies. Escalated suspicious cases to the appropriate internal teams according to established procedures. Collaborated with cross-functional teams to track product changes and keep documentation accurate. Developed documentation standards and style guidelines to maintain consistency and quality. Audited and updated materials based on team feedback, software changes, and evolving operational needs. Collected feedback from users and colleagues to improve and expand the knowledge base. Prepared release notes.

Built and maintained long-term relationships with fintech clients and acted as their primary point of contact. Managed onboarding, step-by-step implementation support, and product training for new clients. Conducted training sessions on platform functionality and Sumsub verification tools. Explained identity verification, compliance processes, and best practices within regulatory requirements. Coordinated with internal teams to resolve operational and technical issues throughout the customer lifecycle.

Developed and maintained the company knowledge base. Ensured documentation accuracy, relevance, and compliance with internal standards and procedures. Handled customer requests through chat, email, and ticketing systems. Resolved technical and payment-related issues and explained platform functionality. Created customer-facing FAQs, instructions, troubleshooting articles, and best-practice guidance. Analyzed recurring user issues and used findings to improve documentation and support content.

Monitored remote systems and applications to support stable operation. Received and processed support requests and performed initial incident diagnostics. Communicated with users and first-line support teams in English through chat, email, and phone. Resolved incidents and collaborated closely with Engineering and QA teams on technical issues.

Managed customer relationships and served as the main point of contact for platform-related questions. Supported onboarding and provided guidance on platform functionality and financial service processes. Resolved customer issues and coordinated with internal teams to maintain a high level of service.