Open to opportunities

Dominick Dionne Mahinay

@dominickdionnemahina

Message

I resolve fintech customer issues and improve support operations.

Zimbabwe

Message

What I'm looking for

I'm looking to continue developing my customer support and operations skills in a collaborative environment where I can improve processes, resolve customer concerns, and deliver quality service.

I'm supporting CoinGecko's operations team by resolving customer concerns through Zendesk, monitoring enterprise inquiries in Slack, and maintaining accurate token information through front-end updates.

At Coinbase, I progressed from Customer Service Agent I to Agent II, supporting live messaging, phone, email, and chat channels across UK/IE and Transact/Earn. I've helped launch LivePerson and AU email support, contributed to FCR and resolution-rate research, and identified process improvement opportunities during a Bohol site visit.

I've also performed weekly case audits, shadowing and refresher sessions for agents, covered SME war rooms and training, and collaborated with Athena KA and Admin Decomp teams to improve processes.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Associate

Current

Coingecko

Aug 2025 - Present (1 year)

Responded to customer inquiries and resolved concerns in a timely and professional manner using Zendesk. Monitored enterprise client inquiries through Slack channels, ensuring prompt follow-up and issue resolution.

Zendesk Slack Market Mapping Escalation Management

Customer Service Agent II

Coinbase

Feb 2024 - Aug 2025 (1 year 6 months)

Performed weekly case audits for direct reports of the managers and did shadowing sessions for off track agents. Provided refresher discussions during weekly syncs and collaborated with different teams to improve processes.

Case Audits Training Collaboration Process Improvement

Customer Service Agent I

Coinbase

Oct 2021 - Jan 2024 (2 years 3 months)

Helped dogfood and launch Liveperson for Live messaging under CPPW pillar. Certified Nesting Lead and helped launch AU email support. Assisted with FCR dive on Faster Payments for UK/IE support.

LivePerson Email Support FCR Process Improvement