Mihir Vaid

I am a Customer Support Specialist with over 7 years of experience in high-volume support environments, specializing in crypto trading, Web3, and fintech platforms. My expertise lies in managing complex customer queries through chat, phone, and CRM tools, ensuring that every interaction is handled with empathy and professionalism. I thrive in fast-paced settings and am known for my ability to troubleshoot in real time while maintaining a calm demeanor under pressure.

In the last two years, I have successfully handled over 4,000 monthly customer inquiries for a leading crypto trading platform, contributing to projects that enhance process accuracy and efficiency. I take pride in sharing my knowledge of trading and risk management with clients and colleagues, which has helped minimize trading losses and increase profitability. My commitment to continuous improvement is evident in my role as a quality coach, where I have led initiatives to improve customer satisfaction and reduce escalation rates.

For the 1st 5 years, I have handled customer queries in all the modes of communication, i.e., Email, Chats, and Phone. I was involved in different LOBs of different processes, which showcased a lot of wide variety of experiences in different industries.