xenrobsi

Handled customer queries from first point of contact until the query had been resolved. Built out communication channels between fraud and compliance team to quickly diagnose customer queries and find a solution. Worked with fraud and compliance team to lower fraud across the platform, saw a 64% reduction in scams amongst customers aged 60+. Increased customer satisfaction to over 85% by introducing new customer support handbook. Trained and onboarded new customer support team members.

Collaborated with PM to launch Canada’s 1st prepaid Bitcoin rewards card program generating 120k cardholders, 79% retention in 6 months. Defined product strategy alongside product team and CEO. Performed in-depth customer analysis to find opportunities to improve onboarding process, and current product suite. Successfully negotiated with regulatory bodies, in order for Shakepay to become a registered securities dealer in Canada. Conducted customer interviews alongside design team on wireframes of future products and features to gain insight into feasibility of design. Managed meetings with third party service providers and negotiated contracts. Launched localisation of the app and website. Researched market opportunity and defined customer segmentation. Liaison between operations and product. Implemented fortnightly meetings to understand customer problems and translate them into requirements/priorities.

Implemented Firebase + Firestore DB, and Authentication. Connected the application to Google Cloud Platform using NLP API, communicating through Cloud Function. Designed and implemented new front-end. Introduced new end-to-end user journey.