hanifi demir

I’m a Customer Support Specialist with 4+ years of experience in crypto and SaaS environments, and I’ve earned #1 CSAT performer status for 3 consecutive years at 3Commas. I’m trusted to manage high-volume, high-pressure support operations across live chat and ticketing—staying solution-oriented, empathetic, and consistent even when cases are urgent.

In my support work, I handle trading-related inquiries, deposit and withdrawal issues, and account management, including API connections and trading bot troubleshooting for active and high-value users. I de-escalate high-stakes cases during extreme market volatility, triage accurately between customer-facing and technical teams, and keep quality high through SLA adherence and first contact resolution (FCR), with KYC/AML awareness built into my process.

I also improve the support experience beyond tickets: I localized 100+ Help Center articles from English to Turkish (EN → TR). This reduced repetitive requests for Turkish-speaking users and increased self-service resolution rates by making answers easier to find and understand.

Before crypto, I spent 14 years in hospitality and tourism, including event coordination and operations management as an Event & Organization Director / Guest Relations Manager. That background strengthened my service excellence, guest relations mindset, and ability to lead multilingual teams and resolve conflict calmly under pressure.