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● Oversaw a team of 15 customer success agents, utilizing QA platforms to provide feedback and coaching, while setting and monitoring KPIs to ensure productivity and achieving a consistent weekly QA score of over 93 for each team member. ● Supported and trained over 100 customer success agents, offering guidance on handling complex support tickets and escalations via Slack and Zendesk, as well as training on the non-custodial wallet, trading account, swap and exchange. Also covered live chat etiquette, Back Office navigation, and transaction monitoring in the explorer. ● Trained in compliance, security, and KYC, and collaborated with these teams to efficiently address customer issues, upholding company standards. ● Leveraged Google Sheets and SQL for data analysis and used Power BI to create insightful reports, enhancing decision-making and customer service. ● Participated in special projects, including developing video tutorials for product operations, creating SOPs, internal support articles, and macros to aid agents in their roles, thus enhancing customer experience, operational efficiency, and interaction consistency.

● Resolved inquiries from over 30MM customers through Zendesk ticketing systems and live chat, providing support on Wallet, Buy/Sell, Swap, and Blockchain Exchange queries, consistently maintaining a QA score above 95. ● Tracked bugs in Zendesk under a Lead's direction and liaised with developers for resolution. ● Participated in video calls with the Customer Success team, providing feedback to stakeholders.

● Incorporated CRM tools through HubSpot, driving up sales by actively identifying leads, engaging with potential customers, and closing sales deals. ● Primary point of contact for customers, handling all aspects of customer service and identifying opportunities for cross-selling to enhance business growth. ● Responsible for staff recruitment and management, ensuring the selection of skilled professionals to support studio operations and customer satisfaction. ● In charge of technical solutions, bookings and marketing, including maintenance, installations, website, social media, admin and emails. ● Recorded, edited, produced, mixed and mastered audio for diverse projects (music, videogames, films, adverts).

● Analyzed and ingested data into Repertoire Management Systems, leveraging tools such as R2, Record Maestro, and Microsoft Office. ● Liaised with departments to address metadata changes, promoting a transparent workflow. ● Generated UPCs and ISRC codes, enhancing product and material categorization. ● Drove the integration of Eagle Rock Entertainment, aligning with UMG's supply chain best practices.