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Customer Support and Customer Experience leader with 5+ years of experience in fintech and crypto, specializing in customer support operations, team leadership, escalations, technical support, and process improvement. Experienced in leading 12+ support professionals across chat, email, and voice channels within fast-paced, globally distributed 24/7 environments.
Strong hands-on expertise across P2P transactions, deposits and withdrawals, KYC/AML support, account issues, complex escalations, and incident management. Proven track record of improving operational performance, including 25% higher CSAT, 20% higher FCR, and 40% reduction in backlog.
Skilled in managing and optimizing CSAT, FCR, SLA, AHT, quality, productivity, and backlog metrics, while using customer insights to improve processes and overall experience. Experienced in coaching teams, developing support processes, handling cross-functional escalations, and implementing AI-powered customer support automation.
Known for combining people leadership, analytical thinking, customer empathy, and operational discipline to build high-performing support teams and deliver consistent customer experiences in complex, high-pressure environments.
The network for creativity
Join 1.25M professional creatives like you
Connect with clients, get discovered, and run your business 100% commission-free
Creatives on Contra have earned over $150M and we are just getting started
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Sendit finance payment website Homepage
Instead of overwhelming users with financial terminology, the experience guides them from
Understanding → trusting → taking action.
Designed for businesses that want their website to do more than look good—it should help people understand the product and move closer to becoming customers.
The design focuses on:
💳 Clear payment-focused messaging
🔐 Trust and security signals
📊 Simple presentation of financial features
🎯 Strong, action-focused CTAs
👤 Human-centered visuals to build confidence
✨ Clean UI with a modern fintech feel
If you're building a fintech, SaaS, payment platform, or financial product and your website isn't communicating its value clearly, I'd love to help.
Available for website design, landing pages & UI/UX design.
Love the creative approach.
When a rep is on the phone with a customer they need to orient quickly.
Is this a new customer or an existing one? What was the last thing that happened on this account? What are they likely calling about?
Switching between tools to find that information while someone is on the line creates delays and mistakes.
We designed this view around one principle: show the most recent and relevant information first without overwhelming the rep with the full history.
Documents, appointments, and activity are all accessible but the screen leads with what is important at the moment.
The rep can read the relationship in seconds and navigate to whatever the customer is asking about without losing the thread of the conversation.
The personal information on the right gives the rep everything they need to have an informed conversation from the moment they open the screen.
Northstar CRM: Full-Stack Customer Relationship and Sales Management Platform
I designed and developed Northstar CRM to transform customer relationship management into a focused, visually intuitive, and connected workspace. Instead of overwhelming sales teams with dense tables and fragmented tools, I structured the platform around clear customer insights, actionable sales data, and streamlined daily workflows.
The visual identity combines a soft atmospheric background with glass-inspired surfaces, dimensional cards, and vibrant blue, teal, yellow, and charcoal accents. Carefully layered shadows, subtle gradients, and elevated components create a refined 3D appearance while maintaining clarity and professional usability. The entire interface follows a consistent 4:3 presentation ratio, making every screen suitable for portfolio displays and high-quality screenshots.
The overview dashboard gives users an immediate picture of business performance. Key metrics—including total revenue, pipeline value, completed tasks, priority deals, recent activities, and upcoming meetings—are presented through scannable cards, progress indicators, compact charts, and contextual status colours. This allows teams to identify important changes and required actions without navigating through multiple reports.
The customer management screen provides a searchable directory with company information, recent interactions, account value, relationship status, and assigned ownership. Selecting a customer dynamically updates the detailed profile panel, where users can review contact information, relationship health, next actions, and communication options such as messaging, calling, or scheduling a meeting.
The deal pipeline organizes opportunities into clear stages, including Discovery, Proposal, Negotiation, and Closing. Each opportunity card displays its customer, estimated value, expected closing date, owner, and current stage. The Kanban-style structure gives sales teams a visual understanding of pipeline movement while supporting faster prioritization and opportunity management.
The calendar and reporting screens connect operational planning with performance analysis. The calendar provides monthly scheduling, customer meetings, deadlines, focus time, and team commitments. The reporting workspace combines revenue trends, conversion rates, customer retention, pipeline sources, account health, and period-based performance comparisons through interactive charts and summary cards.
On the backend, I implemented a modular Node.js and Express REST API connected to a PostgreSQL database. The data model supports users, customers, companies, contacts, deals, pipeline stages, activities, tasks, meetings, notes, and reporting records. Structured relationships and indexed queries ensure that customer histories, pipeline summaries, and dashboard analytics remain fast and consistent as the dataset grows.
Authentication is handled through secure token-based sessions, password hashing, protected API routes, and role-based access control. Different permissions can be assigned to administrators, sales managers, and sales representatives, ensuring users only access or modify information relevant to their responsibilities. Input validation, centralized error handling, audit logging, and rate limiting strengthen reliability and application security.
Real-time updates allow changes to deals, tasks, customer activity, and meeting schedules to appear across connected screens without requiring a manual refresh. Background processes handle reminders, notifications, scheduled follow-ups, and reporting calculations, while caching improves the performance of frequently requested dashboard metrics.
Across the complete full-stack platform, I prioritized reusable frontend components, responsive layouts, secure API design, reliable data relationships, and consistent interaction patterns. The result is a modern CRM experience that feels premium and approachable while providing the technical foundation required for scalable customer management, sales execution, and business intelligence.
The backend model is the interesting part here. Once customer history, pipeline stages, tasks, and meetings share relationships, it’s easy for dashboard numbers to drift from the underlying records. Did you calculate those summaries on demand, or keep derived reporting data updated through the background jobs you mentioned?