Hanoi, Hanoi, Vietnam
Graduated from the Academy of Finance with a Bachelor's degree in English for Finance and Accounting. Currently serving as a Subject Matter Expert at Kraken Digital Asset Exchange, leveraging expertise in blockchain payments, chargeback processes, and compliance collaboration. Core competencies include handling RFIs, payment processor management, and streamlining digital payment operations. At Kraken, contributed to spearheading product launches, onboarding team members, and enhancing productivity through team collaboration. Motivated to optimize financial technology processes and tackle complex payment challenges. Collaborates effectively across teams, bringing diverse perspectives to improve workflows and ensure compliance alignment.
- Consistently rank #1 in team productivity. - Collaborated with the Compliance team on projects focused on examining chargebacks and unusual activity. - Spearheaded multiple new product launches, onboarded and trained team members on a monthly basis.
- Managed the end-to-end processing of chargebacks and ACH return data, including the compiling and filing compelling evidence for dispute resolutions. - Investigated chargebacks claims and collecting evidence on the blockchain. - Served as a primary point of contact with various payment processors (WorldPay, Trustly, Plaid...) to effectively manage credit card disputes and ACH return processes.
- Consistently ranked #1 in productivity, resolving 300-400 weekly client tickets (email/chat/) regarding payment issues while maintained SLA & QA standards. - Liaised with payment processors (WorldPay, Trustly, Plaid...) for technical issues monitoring. - Utilized Key Performance Indicators (KPIs) to monitor performance and identify areas for improvement within the support process.
- Provided daily consultation and support to 3-5 clients weekly throughout their immigration process, serving as their primary point of contact. - Proactively addressed client inquiries and resolved complex immigration issues, maintaining client satisfaction. - Coordinated 3 big open days in 3 different cities, demonstrating strong organizational and communication skills.
- Engaged daily with an average of 20-30 customers directly and via social media to introduce and consult on products, effectively acting as a frontline representative. - Responded to approximately 30-35 customer inquiries per day across various channels, proactively resolving issues with a 90% success rate and consistently ensuring customer satisfaction