louistation

Supported users on Spot, Margin, and Futures trading operations, ensuring smooth execution and fast issue resolution. Handled complex trading inquiries and user complaints regarding execution mechanics, including order type behavior, funding fee applications, and margin liquidation disputes. Investigated and resolved trader grievances concerning trade matching anomalies and balance adjustments during periods of high market volatility. Collaborated with product and technical teams to troubleshoot platform-related concerns and suggest improvements. Provided tailored guidance to optimize client trading strategies.

Conducted KYC verification for individual clients in compliance with global AML/CFT regulations. Reviewed and assessed customer identity documents, proof of address, SOF, and enhanced EDD cases. Investigated and escalated high-risk accounts, suspicious activities, and potential fraud indicators. Collaborated with Compliance, Risk, and Operations teams to ensure regulatory standards were consistently met. Maintained strict adherence to internal policies, regulatory frameworks, and data protection requirements. Contributed to improving verification workflows, reducing review turnaround time while maintaining high accuracy. Provided internal guidance and case analysis to support customer service and risk-control teams. Handled a high volume of verification cases with strong attention to detail and risk awareness.

Acted as a trusted advisor representing Microsoft, delivering technical support for Microsoft Intune and endpoint management solutions. Diagnosed and resolved complex configuration, deployment, and security issues for enterprise clients across global markets. Maintained high response, resolution, and customer satisfaction scores by utilizing advanced troubleshooting methods and Microsoft escalation channels. Collaborated cross-functionally with Microsoft product teams to identify product gaps and recommend enhancements based on customer feedback. Ensured knowledge-sharing and best practices were applied across internal teams to improve service quality and operational efficiency.

Supported users in Spot, Futures, Margin, P2P, and at transactions, ensuring accurate and timely assistance. Handled complex cases, fraud investigations, and escalations in a fast-paced crypto environment. Delivered a 95%+ customer satisfaction rating through proactive service and education initiatives.

Led a service team to exceed monthly sales targets through operational improvements and coaching. Streamlined processes to increase customer satisfaction and operational efficiency.

Analysed operational improvements against KPIs to measure progress. Involved in trading partner setup and configuring various protocols like FTP, SFTP, FTPS, AS2 by using GIS. Involved in setting up various communication protocols like AS2, HTTP/S, FTP/sSFTP for data transfer. Providing weekly status updates and providing recommendations to management that would improve system functionality and overall business processes.

Managed daily operations, boosted team efficiency, and exceeded revenue goals through staff training and process improvements.