sonico User
@sonicouser
Customer service professional at Bitget, contributed to AI support tools for crypto trading and account services.
MalaysiaWhat I'm looking for
At Bitget, I handled global customer inquiries across live chat and email, supporting services including spot trading, derivatives, MT5, on-chain transactions, fiat services, and KYC. I was selected as a Co-Pilot contributor, testing internal AI support tools, identifying gaps, and improving the knowledge base.
At MEXC and TDCX, I supported users with cryptocurrency trading, transactions, account access, and security issues. I worked with cross-functional teams to investigate platform issues and escalate bugs and customer feedback.
At Taobao Marketplace, I managed a team of 15–20 agents, supported Shift Leads through coaching, and helped maintain the team's QA score at 90%. Earlier at Webhelp, I worked as a Real Time Analyst, monitoring service levels and schedules while training and coaching agents.
Experience
Work history, roles, and key accomplishments
-Handled global customer inquiries and issues in multiple channels, including Live Chat and email, delivering timely and professional support in English.
-Investigated and resolved customer complaints by leveraging internal tools and cross-functional resources, ensuring all findings were accurately documented and stored in designated systems.
-Collaborated closely with internal teams (e.g., Prod
-Provides responsive and accurate support to a global user base across English and Chinese language channels, handling a high volume of inquiries related to trading, account access, and crypto transactions.
-Assist users with advanced product features, including perpetual futures contracts, DEX wallet integration, and token swaps, ensuring clear guidance and timely solutions.
-Troubleshoot compl
Manage and improve business relationships with clients by cooperating with Operations Manager to proactively propose business solutions to achieve OKRs.
Compile, Analyze and Organize Team monthly performance data for the Business Report, and deliver a professional slide presentation.
Collaborated with Operation Manager to develop and implement KPIs, enhancing operational efficiency and team perf
BINANCE
Responded to customer inquiries and issues concerning cryptocurrency trading, deposits, withdrawals, and account management.
Provided accurate information and guidance on trading platforms, transaction processes, and security measures.
Addressed customer concerns regarding order execution, market conditions, and platform functionality.
Assisted customers in troubleshooting technical iss
Train and mentor newly onboarded agents to ensure their adept handling of chat and email inquiries within standard operating procedures (SOP) and meeting service level agreements (SLA).
Facilitate knowledge transfer and dissemination of updated standard operating procedures (SOP), fostering a culture of continuous improvement and sharing best practices among agents through regular huddles.
Pro
Swiftly resolve customer complaints to maintain satisfaction.
Bridge communication between customers and the company.
Proactively prevent future issues to improve service quality.
Worked as Customer Service Representative at Webhelp.
Education
Degrees, certifications, and relevant coursework
Chung Hua University
Diploma of Education, Restaurant, Culinary, and Catering Management/Manager
2016 - 2018
Tech stack
Software and tools used professionally
Availability
Location
MalaysiaAuthorized to work in
Salary expectations
Social media
Job categories
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