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Customer Support work focused on handling customer emails and live chat, responding to inquiries, tracking orders, managing support tickets, handling refund requests, updating customer records, and following up on unresolved issues. The goal was to provide clear, timely, and helpful customer assistance.
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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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.
I uploaded this on Instagram, doing a before-and-after edit comparison, showcasing how I turned a raw talking-head footage into an engaging one, and the results were 250k+ views on my personal Instagram.
That transformation earned the views.
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.
