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Work Background
CoinClan - A PayAtom CompanyCustomer Service and Trade Management Shift Lead
Jan. 2024- Ensured accurate resolution and escalation for complex trading cases.
- Analyzed user claims, transaction evidence, and system records for fair outcomes during order appeals process.
- Coordinated with blockchain operations and support team to attempt fund retrieval if there is/are any lost assets.
- Identified scam patterns, impersonation attempts, and compromised accounts and escalated high-risk issues to the compliance and risk teams.
- Proactively monitored ad pricing to maintain competitive market positioning.
- Monitored customer transactions to ensure compliance with AML laws and regulations while ensuring they are raised on a timely manner with compliance team.
- Planned and coordinated weekly task distribution, ensuring coverage across all key responsibilities.
- Reviewed and optimized outdated SOPs, aligning them with updated platform policies.
- Conducted training for newly onboarded team members and provided continuous coaching, performance feedback, and skill enhancement plans.
- Maintained precise case documentation, investigation notes, and transactional logs.
- Produced reports for appeals, fraud incidents, and fund recovery cases.
- Continuous collaboration across departments risk, compliance, tech, and product teams to resolve systemic issues and which resulted in the improvement of the internal CRM tool used to manage orders.
CoinClan - A PayAtom CompanyCustomer Service and Trade Management Specialist
May. 2023 - Jan. 2024- Managed multiple P2P crypto trading platforms like Binance, OKX, Bybit, etc. providing assistance to customers with any trade concerns.
- Reviewed customer claims, transaction evidence, and communication logs through appeal cases ensuring orders are resolve fairly while preventing loss of assets.
- Managed a high volume of crypto and fiat payment concerns including pending, failed, and incorrectly processed transactions.
- Guided customers through identity verification, document submission, and account approval.
- Coordinated with compliance and banking partners to relay requirements while maintaining strict confidentiality and data security.
- Ensured ads remained active by monitoring ad listings.
- Conducted Scam Warning Calls to validate suspicious activities, protect clients, and prevent financial losses.
TELUS International PhilippinesCustomer Support Representative
Nov. 2019 - Oct. 2021Taguig, National Capital Region, Philippines
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