Provided customer support via live chat and email for a global cryptocurrency exchange, assisting users with account management, KYC verification, payments, P2P transactions, and security-related inquiries. Investigated complex cases, collaborated with Compliance, Risk, and Technical teams, and delivered timely, customer-focused solutions while ensuring adherence to company policies. Key responsibilities: Supported customers through live chat and email. Resolved account, KYC, payment, and P2P-related issues. Collaborated with internal teams to investigate and resolve complex cases. Maintained accurate documentation and ensured compliance with security standards. Delivered empathetic, high-quality support in a fast-paced environment.

Provided personalized support to customers across chat, email, SMS, and phone, ensuring a seamless and positive customer experience. Assisted with account management, subscription changes, billing inquiries, order modifications, delivery issues, and escalations while adhering to company policies. Collaborated with cross-functional teams to resolve complex cases, maintained accurate customer records, and consistently delivered empathetic, customer-first solutions that strengthened satisfaction, retention, and loyalty. Key achievements: Resolved complex customer inquiries across multiple communication channels. Assisted customers with account management, subscription updates, and billing support. Handled delivery issues, escalations, and order modifications with a customer-first approach. Collaborated with logistics, operations, and leadership teams to ensure timely resolutions. Maintained high-quality customer interactions while meeting productivity and service standards. Contributed to customer retention through proactive problem-solving and personalized support.

As a Sales Agent, I supported customers throughout the purchasing process by helping them choose the right products based on their needs. I managed live chat interactions, answered product and service inquiries, and supported order processing and follow-ups. I also identified opportunities for upselling and cross-selling while maintaining accurate order information. I worked closely with internal teams to help ensure smooth fulfillment and resolve issues efficiently.

As a Customer Service Agent, I worked closely with suppliers to research products, check availability, and identify popular and trending items based on customer demand. I coordinated product requests with suppliers and made sure the correct products were being requested, taking into account availability, product details, and pricing. I also followed up on pending supplier requests and investigated issues when products were unavailable or incorrect. This required strong attention to detail, organization, and constant communication with suppliers to support daily operations.

As a Pricing Agent, I was responsible for researching supplier information and updating product prices based on costs and market conditions. I maintained accurate pricing and product information while supporting the sales team with administrative and operational tasks. I also helped improve internal procedures related to pricing and organized product data to make information easier for the team to access and use.