Analyst

Scrutinized transactional data and user feedback at Revolut, leading to the identification and resolution of 95% of reported issues within 48 hours, thus elevating customer satisfaction scores by 15%. Led a team managing crypto-related customer inquiries via chat, phone, and email, ensuring timely and efficient resolutions for issues including buying, selling, and transferring crypto assets. Delivered direct support to customers with complex crypto-related issues, ensuring accurate, timely resolution and maintaining satisfaction. Consistently achieved and exceeded KPIs, including response times, customer satisfaction scores, and resolution efficiency. Collaborated with internal teams to resolve escalations and improve processes, contributing to enhanced customer satisfaction and service delivery. Demonstrated exceptional communication skills in both written and spoken English to handle customer interactions and internal collaboration effectively. Knowledgeable about Bitcoin and cryptocurrency trends, understanding market movements, security, and regulatory aspects to guide users responsibly. Applied strong analytical and problem-solving skills to identify issues and suggest improvements for optimized service. Adapted to the demands of remote work, demonstrating self-motivation, proactive communication, and time management to maintain high performance from a distributed location. Enhanced troubleshooting protocols by developing automated scripts, reducing resolution time for crypto-related issues by 30% over a 6-month period, optimizing service efficiency.

Resolved over 100+ daily crypto-related customer inquiries, including trading issues, payment transfers, and account management, ensuring timely, accurate solutions with a 95% first-contact resolution rate. Delivered multi-channel support via chat, email, and phone, achieving an average customer satisfaction score of 4.8/5. Onboarded and guided new users, resulting in a 15% faster adoption rate and enhanced user experience. Analyzed customer interactions to proactively identify trends and escalated 20+ critical cases to internal teams, contributing to process improvements. Created and maintained 20+ knowledge base resources, reducing customer inquiries by 30% through self-service solutions. Consistently surpassed KPIs by improving response times and delivering detailed feedback to enhance crypto service quality. Educated customers about US process payments, elevating payment success rate by 25% within a 3-month period through detailed guidance and clear communication strategies. Mentored new customer support representatives, increasing team efficiency by 20% in resolving complex queries through targeted training sessions and resource sharing.