At BLOCTO (PORTTO), I used Amplitude to track errors and drop-offs across wallet journeys, and interviewed 20–30 active DeFi users for Blocto Optimizer. I translated what I learned into product requirements involving Morpho, Yearn, and Compound.
I investigated wallet, API, transaction, and DeFi issues with SQL, Dune, Tenderly, Grafana, and customer evidence, turning recurring problems into engineering actions and product fixes. I also coordinated onboarding and issue resolution for 30+ partner token launches in Spotlight’s first month.
I redesigned Zendesk workflows, raising CSAT from 86% to 95% while reducing average resolution time by 70%. I also coordinated wallet migration readiness for 1.4M+ users, achieving zero asset loss and zero downtime. At CATHAY FINANCIAL HOLDINGS, I currently support blockchain and institutional digital-asset initiatives, including custody and Travel Rule vendor evaluation.
