Open to opportunities

Zhaniya Zharmagambetova

@zhaniyazharmagambeto

Message

I resolve complex fintech customer issues across chat, email, and phone.

Kazakhstan

Message

What I'm looking for

I'm looking for a customer support role where I can resolve financial or technical issues, guide users clearly, collaborate across teams, and continue growing in fintech or digital products.

I'm currently supporting global OKX users through live chat and email, resolving account verification, deposits, withdrawals, security, and platform-functionality issues in a fast-paced fintech environment.

Previously at Freedom Bank, I spent three years troubleshooting transfers, payments, card operations, mobile-app errors, login issues, and account-security procedures. I worked closely with Product, IT, Compliance, Risk, and KYC/AML teams to resolve advanced cases while maintaining strong CSAT, response-time, resolution-rate, and SLA results.

I explain complex processes clearly and guide users step by step, including in high-stress situations. I also investigate root causes, handle sensitive financial information responsibly, and adapt quickly to new products and system updates.

Earlier, I recruited candidates and developed social media for JobsGlobal, supporting a QatarAirways project during FIFA and growing Instagram from zero to 7,000 followers.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

OKX

Jan 2026 - Present (7 months)

Provided multilingual customer support to global users via live chat and email, resolving complex inquiries related to account verification, deposits, withdrawals, security, and platform functionality. Collaborated with cross-functional teams to ensure efficient issue resolution and handled sensitive financial information in accordance with security policies.

Customer Support Multilingual Support Live Chat Email Support Verification Deposits Withdrawals Security Cross Functional Collaboration Compliance Risk Technical Support Operations Analytical Skills Root Cause Analysis Security Policies Regulatory Standards Cryptocurrency Digital Assets

Customer Support

Freedom Bank

Jan 2022 - Dec 2025 (3 years 11 months)

Handled customer inquiries across chat, email, and phone, resolving complex financial and technical issues related to transfers, payments, card operations, mobile app errors, and account verification. Collaborated with internal teams to escalate advanced cases and consistently ranked among top performers in CSAT, response time, resolution rate, and SLA adherence.

Customer Support Chat Email Support Phone Support Transfers Payments Transaction Delay Card Operations Mobile Apps Troubleshooting Collaboration Product IT Compliance Risk KYC AML CSAT Response Times SLA

Recruiter, Social Media Specialist

JobsGlobal

Jan 2019 - Dec 2022 (3 years 11 months)

Searched for candidates on various platforms, developed social networks, and conducted interviews. Worked on the Qatar Airways project during FIFA, selecting 200 CVs, and developed an Instagram account from 0 to 7000 followers.

Candidate Sourcing Social Media Management Interviewing Targeting