Customer Support Representative

Delivered high-volume support across live chat and email for a centralized cryptocurrency exchange, handling ~30–40 chats daily against a 100-email productivity target. Recognized as Top Performer for two consecutive months and sustained top-tier ranking thereafter. Supported custodial and non-custodial wallets, crypto transactions, deposits, withdrawals, trading inquiries, and account recovery. Investigated KYC issues, security and fraud concerns, and platform-access problems; guided customers through blockchain transaction troubleshooting.

Provided email-based support for customers and merchants across a global digital-goods marketplace. Investigated order issues, payment concerns, refund requests, and account inquiries; processed refunds for failed and cancelled orders. Reviewed and approved Trustpilot reviews to protect marketplace integrity and quality standards.

Promoted to Subject Matter Expert after four consecutive months as Top Performer; served as the primary escalation point for a 10-member support team. Delivered technical support via chat and email, averaging 45–50 customer interactions daily across multiple blockchain ecosystems. Guided users on wallet recovery, blockchain transactions, NFT management, token visibility, network configuration, and decentralized-application connectivity. Conducted quality-assurance reviews, delivered written performance feedback, and led weekly calibration sessions. Maintained knowledge-base content and provided operational guidance and training to support engineers.

Delivered chat, email, and voice support for telecommunications products; handled escalated billing, technical, and account concerns. Served on the Special Projects (Training & Quality) team, handling callback escalations and SME responsibilities. Maintained knowledge-base updates and provided floor support and coaching for newly hired agents.

Provided email support for a globally recognized children's online game, resolving account, billing, and in-game concerns for players and parents. Earned Subject Matter Expert designation; supported onboarding and guidance for new team members and managed escalated investigations.

Payroll processing and inquiries for U.S. small businesses; ~35–40 interactions daily.

Residential internet, phone, and email troubleshooting and billing support.