At Vibra Wallet, I investigate and resolve blockchain, fiat wallet, and P2P transaction issues, maintaining a 95% resolution rate within SLAs. I also manage onboarding and KYC verification, helping reduce onboarding friction by 20% through process improvements.
At Kwikpik Logistics, I directed daily operations and customer service teams, achieving a 98% on-time delivery rate. I implemented a CRM system that improved issue tracking and resolution times by 25%, and supervised and mentored a team of support agents.
At Latoken Exchange, I managed Tier 2 support escalations and assisted users with fiat on-ramp and off-ramp transactions. At Julswap, I moderated community channels and created educational content on platform updates, increasing user engagement by 20%.
