suleman

Manage end-to-end fiat operations across multiple payment partners, ensuring service uptime, accurate wallet balances, and rapid incident resolution. Reduced average issue-resolution time from 120 minutes to 63 minutes by streamlining dispute workflows, improving escalation paths, and enforcing consistent service-level standards with vendors and agents. Built the operational data foundation for Quidax 3.0 by developing Looker Studio dashboards and performance metrics covering deposits, withdrawals, success rates, uptime, and ticket-to-transaction ratios; created a Fiat Churn Analysis dashboard to identify and address user-retention risks. Introduced daily operational monitoring and agent performance tracking that cut repeat trade cancellations and improved accountability through data-driven coaching and rule-based penalties. Led onboarding and integration readiness for new providers (Hydrogen Pay and Squad by Habari Pay) handling requirements, pricing negotiations, and coordination with Finance and Legal to expand payment options and system resilience. Partner with Product and Engineering to diagnose and resolve bugs, automate manual checks, and implement small but high-impact feature enhancements that improve reliability and user trust.

Maintained reliable transfer services by reprocessing or reversing failed transactions and tracking vendor channel balances. Built systems to capture and prioritize key user issues, ensuring quick feature enhancements and fixes. Created transparency around product roadmaps, sharing progress updates with internal teams and executive stakeholders. Researched user feedback, support tickets, and churn trends to inform product strategy and foster innovation. Documented best practices, SOPs, and process flows to guide internal teams and improve operational efficiency.

Handled technical and transactional inquiries, ensuring customers received timely and accurate resolutions. Trained and supported sales teams, offering guidance on product functionalities to strengthen client relationships and drive product adoption. Collaborated with internal departments to streamline resolution processes, maintain updated service knowledge, and recommend new solutions. Organized onboarding and configuration for new merchants, ensuring seamless integration and user adoption.

Connected clients with suitable insurance quotes by verifying details, scheduling appointments, and following up on leads. Managed inbound and outbound calls for Canadian and American clients, achieving high satisfaction and conversion metrics. Utilized strong communication and problem-solving skills to address customer objections, ensuring policy acceptance and adherence to regulatory standards.

Assisted customers with e-commerce platform queries, addressing issues related to payments, shipping, returns, and promotions. Gathered customer feedback and collaborated with internal teams to enhance platform usability and user experiences. Used CRM tools to track and resolve customer complaints, ensuring prompt follow-up and Continuous improvement across product lines.