gemini

Client Services Lead | Shift Lead | Senior Trade Operation Analyst | Client Services Analyst 14/03/2022 - 07/02/2023 - Knowledged and skilled in most CEX, DEX and DeFi space technical and non-technical financial products - Providing live chat and email support (Derivatives, Inverse/Perpetual Contracts, launchpool, staking, earn products, campaigns) - Led a dynamic team with 10 headcounts in the fast-paced fintech sector, overseeing day-to-day operations with a focus on client satisfaction and operational efficiency. (English and Turkish technical support teams) - Trained, and mentored a high-performing team of customer service agents, fostering a culture of excellence and continuous improvement. - Developed and implemented quality assurance measures to ensure compliance and maintain service standards. - Spearheaded initiatives to enhance customer satisfaction and streamline processes, resulting in improved service delivery and client retention. - Successfully managed VIP trader’s technical requests and affiliate relationship support, driving revenue growth and expanding market reach. - Implemented chatbot automation solutions to enhance efficiency and scalability of customer support operations. Key Skills: Leadership: Demonstrated ability to lead and motivate teams to achieve goals and deliver exceptional results. Customer Service Management: Proven track record of providing excellent customer service and resolving complex issues in a timely manner. Operational Excellence: Skilled in optimizing operational processes and implementing best practices to improve efficiency and productivity. Relationship Management: Strong interpersonal skills with a knack for building and maintaining trustworthy relationships with clients. Problem-Solving: Ability to identify challenges, develop effective solutions, and make data-driven decisions to drive business success. Fintech Knowledge: Sound understanding of fintech industry trends, technologies, and regulatory