At Payward, Inc., I delivered 24/7 VIP support to high-value clients, responding within 60 seconds across channels. I resolved complex onboarding, funding, trading, and account security issues with a focus on first-time resolution.
I coordinated with Account Management, OTC Desk, Compliance, and Engineering to expedite solutions and fulfill special requests. I also validated sales leads and supported priority onboarding for strategic clients.
At Paymentwall (Outcubator Vietnam), I managed and supported merchant accounts with a focus on retention and growth. I analyzed merchant needs, collaborated across teams, and produced reports on recurring issues to improve support processes.
At Onesoft - Falcon Studio, I led a team supporting Falcon Squad through live chat and email. I designed and implemented workflows that reduced response time by 30% and improved player satisfaction; earlier, at Tek Experts Vietnam, I received recognition for the highest CSAT scores.
