Web3 Talent

Customer Support leader with 20+ years of experience supporting complex technology platforms across fintech, trading, and telecommunications environments. I focus on improving customer experience, strengthening support processes, and delivering measurable results through process optimization and data-driven decision-making. My background spans high-reliability and regulated environments, including aerospace quality, financial services technology resilience, and crypto trading platforms. This exposure has shaped a pragmatic, risk-aware approach to incident management and service reliability in systems where downtime, errors, and trust have real consequences. Alongside my professional experience, I have pursued formal and continuous training in quality management, project management, and risk management, applying these frameworks pragmatically to real-world support and technology environments. In my current role at a global trading education platform, I support customer service and technical support for 1,000+ users worldwide, contributing to a 24% increase in satisfaction and a 50% reduction in resolution time by improving workflows, tooling, and self-service enablement. Previously, I worked with institutional and high-value customers at a leading cryptocurrency exchange, where I helped reduce incident resolution times and partnered closely with product and engineering teams on root-cause analysis and platform improvements.

I’m most effective in remote, distributed environments where reliability, clarity, and customer trust are critical. I’m passionate about empowering businesses and individuals to excel in the digital economy.