Open to opportunities

Ayen S

@ayens

Message

I investigate high-impact fintech incidents and improve crypto support operations.

Philippines

Message

What I'm looking for

I'm looking for an operations-focused role where I can investigate complex incidents, strengthen support processes, partner with cross-functional teams, mentor others, and improve customer outcomes in fintech, payments, or cryptocurrency platforms.

At Coinbase, I investigate wallet, payment, and account incidents, using logs, internal tooling, and escalation data to identify root causes and customer impact.

I've coordinated high-impact responses across Engineering, Product, Legal, Security, and CX; published customer incident updates; and turned incident, QA, and escalation trends into stronger workflows, documentation, and playbooks.

My background spans cryptocurrency platform escalations, payments, risk, disputes, chargebacks, and technical support. I also mentor agents, conduct quality reviews, and help teams resolve complex customer issues with clear communication and sound judgment.

Experience

Work history, roles, and key accomplishments

Bugs and Incident Response Specialist

Coinbase

Dec 2024 - May 2026 (1 year 5 months)

Investigated and resolved complex wallet, payment, and account-related incidents by analyzing logs and internal tooling. Coordinated cross-functional incident response efforts and drafted customer-facing communications.

Incident Management Root Cause Analysis Stakeholder Communication Jira Salesforce Statuspage Intercom Amazon Connect Documentation Process Improvement Trend Analysis Quality Assurance

Customer Service Agent II

Coinbase

Feb 2022 - Dec 2024 (2 years 10 months)

Supported complex customer issues involving crypto transactions, wallet operations, payments, and account access. Collaborated with Engineering teams to investigate product bugs and operational incidents.

Customer Support Crypto Transactions Wallet Operations Payments Account Access Troubleshooting Jira Salesforce Intercom Amazon Connect Quality Assurance

SME, Cryptocurrency Platform

TaskUs

Nov 2020 - Feb 2022 (1 year 3 months)

Supported Tier 2 escalations involving wallet access, transaction investigations, and compliance reviews. Guided agents through complex troubleshooting and escalation handling.

Escalation Management Compliance Troubleshooting Backlog Management Documentation Process Improvement

Customer Care Professional

Hinduja Global Solutions Ltd.

Sep 2019 - Oct 2020 (1 year 1 month)

Delivered high-quality phone-based support for credit/charge card clients, resolving disputes and billing issues. Focused on customer retention through empathetic service and problem-solving.

Customer Support Dispute Resolution Billing Phone Support Customer Retention Problem Solving

Customer Service Representative

Convergys

Aug 2017 - May 2018 (9 months)

Resolved buyer-seller disputes and chargebacks using policy knowledge and clear judgment. Ensured high customer satisfaction through fast, unbiased resolutions.

Dispute Resolution Chargebacks Customer Satisfaction Problem Solving

Technical Support Representative

Transcom

Nov 2016 - May 2017 (6 months)

Assisted users with hardware and software troubleshooting across various systems. Used ticketing platforms to log and resolve customer technical issues efficiently.

Technical Support hardware troubleshooting Ticketing Systems Customer Service