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Work Background
Shiba InuDeFi & Web3 Support Operations Specialist
Mar. 2025As a Web3 Product Support & QA Specialist at Shiba Inu, I provide full-spectrum support and technical expertise across the entire ecosystem—including Shibarium (L2 blockchain), ShibaSwap (DEX), NFT marketplaces, DeFi staking (Bury, Delegator, Validator), SSLP liquidity pools, and Woof Rewards yield farming. I handle QA testing of blockchain dApps and smart contracts, identifying bugs, usability issues, and security vulnerabilities to ensure a seamless user experience. Working closely with developers and product teams, I help track and resolve technical challenges, driving ongoing product improvement. I also manage and update knowledge bases, FAQs, and user documentation to enhance customer self-service, while offering direct support via email and ticketing systems—assisting users with everything from staking and NFT transactions to wallet integrations and metaverse access. I actively support key Web3 initiatives like Shib: The Metaverse, Shib Eternity, and Shib Magazine, focusing on smooth rollouts and user engagement. Always staying current with blockchain and DeFi trends, I analyze user feedback and performance metrics to help refine staking systems, liquidity pools, and protocol efficiency. This role brings together QA, support, and blockchain expertise, using strong Web3 keywords (smart contracts, dApps, L2 blockchain, staking, NFT) to maximize visibility and reach within the crypto space.
TaskUsSenior Support Analyst (Coinbase)
Jan. 2024 - Jan. 2025Indore, Madhya Pradesh, IndiaI managed the Coinbase campaign, providing end-to-end support for cryptocurrency transactions and ensuring regulatory compliance with platform standards. I guided users on securing non-custodial wallets, avoiding scams, and resolving transaction-related issues while adhering to Anti-Money Laundering (AML) regulations. I conducted Know Your Customer (KYC), Customer Due Diligence (CDD), and Enhanced Due Diligence (EDD) processes to ensure compliance with financial regulations and enhance fraud prevention efforts. Additionally, I delivered training sessions on Coinbase’s processes, fraud prevention strategies, and security protocols, while also creating performance tracking dashboards to monitor key performance indicators (KPIs) and optimize workflows.
AmazonSenior Resolution Expert (Payments Level 3)
Jan. 2019 - Dec. 2023Indore, Madhya Pradesh, IndiaI managed payment-related queries, including Amazon Pay UPI and third-party integrations, while investigating fraud cases and monitoring transactions to prevent abuse. I ensured compliance with NPCI guidelines and handled escalations for the North America region. Additionally, I optimized workflows to enhance both customer experience and operational efficiency. I also worked closely with Amazon's SWAT team and collaborated with the CAP team of the Amazon Central Abuse Prevention team.
TeleperformanceSenior Allocation Analyst (Flipkart Customer Service)
Feb. 2016 - Dec. 2018Indore, Madhya Pradesh, IndiaI delivered advanced technical support and resolved escalated customer issues, ensuring timely and efficient solutions. By analyzing customer interactions, I developed effective communication strategies that improved service delivery. I collaborated cross-functionally with logistics, product, and CRM teams to enhance processes and product quality. Additionally, I streamlined customer service request allocation, developed standard operating procedures (SOPs) for consistency, and utilized key performance indicators (KPIs) to identify trends and drive improvements in team performance.
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