Multilingual Senior Customer Support and Business Development professional with 8+ years of experience in traditional finance (gold, funds, equities, futures, options, real estate) and the evolving crypto market. Transitioning from TradFi to DeFi, with proven strengths in L2 support, client relationships, and fintech operations. Skilled in resolving complex issues, boosting engagement, and collaborating cross-functionally. Blockchain-certified and passionate about user-first experiences in crypto and Web3. Currently a registered freelance contractor (micro-entrepreneur) in France. Seeking remote roles in customer experience, crypto operations, or client success at CEX, DeFi, or blockchain-native platforms.
Experience: 8 years
Yearly salary: $10,000
Hourly rate: $10
Nationality: 🇨🇳 China
Residency: 🇫🇷 France
Experience
Customer Experience Officer
XM.com 2024 - 2025
• Acted as the primary liaison for 10,000+ global forex and crypto trading clients, delivering high-touch service and upselling financial solutions, contributing to improved client retention and account growth • Promoted targeted campaigns, driving a 12% increase in engagement and influencing conversion through consultative client interactions • Resolved complex technical and account issues, improving first-contact resolution by 16%, and reducing escalations by 20% through internal alignment with tech, compliance, and finance teams • Identified pain points, escalated customer feedback to internal teams, driving product improvement and CX strategy • Led structured daily global handovers, ensuring operational continuity and client satisfaction across time zones
Investment Associate
Vanke Real Estate 2019 - 2022
• Supported strategic investment planning for a €316M+ valued urban redevelopment, focusing on stakeholder negotiation and planning accuracy • Negotiated with 30+ property owners, securing 100% agreements under tight timelines, supporting project milestones • Conducted 60+ property surveys and due diligence, mitigating legal risks and boosting deal closure confidence • Coordinated with cross-functional teams to streamline the negotiation and documentation process
Leasing and Investment Associate
Greenland Group 2017 - 2019
• Led leasing and brand partnership strategy for a 56k+ sqm retail complex, accelerating leasing readiness by 2 months • Secured 6+ major brand deals via targeted B2B outreach, contributing to 40%+ pre-leasing occupancy • Managed contract negotiations and finalized leasing documentation with 100% accuracy, ensuring legal compliance and client satisfaction • Delivered investment and branding presentations to stakeholders, aligning project vision with market demands
Financial Analyst
Citi Bank 2016 - 2017
• Managed 50+ high-net-worth clients, offering tailored wealth solutions and sustaining a 95% retention rate through trust-based relationship building • Diversified acquisition channels and brand exposure, driving 20% rise in client acquisition, 11% higher conversion rate • Consistently attained monthly sales targets via cross-selling, referral outreach, and bundled offerings • Delivered exceptional post-sale support, securing a top-15 performance ranking in the branch analyst group
Skills
business-development
crm
kyc
operations
customer-support
