Hung Tram
@hungtram
Customer service senior executive at Vantage investigating crypto and FX transactions and improving operational controls.
VietnamWhat I'm looking for
At Vantage, I review complex customer cases involving foreign exchange, cryptocurrency trading, payments, account verification, and security controls. I investigate transaction issues across Fiat, Crypto, and Spot Trading environments, working with financial and operational teams to identify root causes and resolve cases accurately.
I also conduct quality reviews of escalated cases and analyze recurring handling issues to improve workflows, SOPs, and operational processes. My work includes guiding clients on AML requirements and monitoring fund activity, as well as performing KYC and KYB verification.
At Binance, I supported users with account verification, security, and cryptocurrency payment issues. I reviewed discrepancies, escalated complex cases, and maintained accurate records while handling sensitive customer and transaction information.
At Booking.com, I managed customer cases involving bookings and payments across phone, email, and chat. Earlier and alongside these roles, I coordinated international tours and business events, including schedules, logistics, documentation, and interpreting.
Experience
Work history, roles, and key accomplishments
Senior Associate, Customer Service
Vantage
Sep 2025 - Present (1 year 1 month)
Review and manage complex customer cases involving foreign exchange and cryptocurrency trading, payment processing, account verification, and security controls. Perform quality reviews, investigate transaction issues, and coordinate with cross-functional teams to ensure accurate and timely resolutions.
International Tour Guide / Event Coordinator
Self Employed
Feb 2021 - Present (5 years 8 months)
Coordinate schedules, transport, documentation, and operational requirements for international groups and business events. Maintain accurate records and coordinate with multiple stakeholders to resolve operational issues.
Supported international users with account verification, security, and cryptocurrency payment-related issues. Investigated transaction and account discrepancies, escalated complex cases, and maintained accurate case records.
Customer Service Representative
Booking.com
Feb 2024 - Dec 2024 (10 months)
Managed high-volume customer cases across phone, email, and chat, including booking and payment-related issues. Investigated complex booking and payment discrepancies and coordinated with internal teams for accurate resolutions.
Education
Degrees, certifications, and relevant coursework
Ho Chi Minh City College of Economics
Advanced Diploma, Tour Guide
2020 - 2023
Pursued an Advanced Diploma in Tour Guide, gaining skills in tour coordination and event management.
Sumsub
AML Fundamentals, AML
Completed CPD accredited training in AML fundamentals, transaction monitoring, and user verification.
Sumsub
AML Transaction Monitoring 2.0, AML
Completed CPD accredited training in AML transaction monitoring.
Sumsub
User Verification, Verification
Completed CPD accredited training in user verification.
Tech stack
Software and tools used professionally
Availability
Location
VietnamAuthorized to work in
Salary expectations
Interested in hiring Hung?
You can contact Hung and 90k+ other talented remote workers on Himalayas.
Message HungGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
