Customer Support Representative

Handled customer inquiries on accounts, crypto and fiat transactions, and security measures, troubleshooting login and 2FA issues. Resolved trading related issues like slippage, liquidation and technical display issues. Assisting with wallet synchronization, private and public keys, seed phrase recovery. Led onboarding and training sessions for new hires, improving workflow integration and team performance. Collaborated with engineering and compliance teams to resolve product-related complexities and work on EDD, PEP, and sanction cases. Managed payment-related queries, including ACH, SEPA, card and wire transfers. Utilized ticketing systems like JIRA and Salesforce for efficient documentation and resolution of customer issues.

Up-sold and cross-sold products and services by promoting additional options to increase sales and revenue. Escalated customer issues to management for appropriate action to be taken. Kept accurate records of customer interactions to be used for training, quality assurance and future reference.

Experienced in identifying and nurturing potential leads to drive business growth. Skilled in researching, qualifying leads, and supporting sales teams for better conversions. Resigned.