kennethroy
Resolution Desk Chat
Customer service and escalation specialist with over 5 years of experience, including high-impact support roles in fintech and the Web3 space. Handled complex case resolutions for Coinbase via Accenture, providing expert-level support in crypto transactions, account issues, and security concerns. Tech-savvy, crypto-enthusiastic, and well-versed in using CRM and ticketing tools like Salesforce, Notion, Trello, and JIRA. Currently seeking a remote customer support role in a Web3 or tech-forward company.
Experience: 5 years
Yearly salary: $12,000
Hourly rate: $10
Nationality: 🇵🇠Philippines
Residency: 🇵🇠Philippines
Experience
Resolution Desk Specialist
Coinbase (under Accenture) 2024 - 2025
Handled escalated and complex support cases via live chat, ensuring accurate and timely resolution. Specialized in crypto/fintech inquiries such as failed transactions, account recovery, and security issues. Worked with global teams to align on policy, process improvements, and QA. Tools used: Salesforce, JIRA, Notion, Slack, Zoom
Case Manager
Bell Canada (under Quantrics) 2019 - 2023
Case Manager / Escalation & Loyalty – Quantrics (Bell Canada) Jan 2022 – Dec 2023 Resolved priority escalations and retention cases through chat and email. Managed back-office ticket queues for billing disputes and technical service issues. Client Support Representative – Quantrics (Bell Canada) Jul 2019 – Dec 2021 Delivered Tier 1 frontline business support, focusing on seamless service experiences.
Skills
communications
community-manager
compliance
customer-success
customer-support
data-entry
freelance
operations
part-time
virtual assistant
virtual-assistant
english