Chat Support, Blockchain Support, Customer Relations - Service - Support, Counter-Terrorist Financing & Anti-Money Laundering, Trade Compliance, Fraud Investigations, Cryptocurrency Trading

Managing technical support teams when required by the business, following the workflow, downtime reporting, hosting team meetings, call listening and evaluation, followed by coaching, completing various daily & regular task promptly, driving business directives with in the team, fostering change.

Identified bottlenecks via analyzing big data, followed by in depth research, discovering solutions for better customer support and overall business quality. Focused on average handling time, logging, customer satisfaction, issue resolution and various KPI's. With respect to deadlines, created unprecedented reports and delivered to the Management and Quality Team, highlighting areas of developments and recommended actions to be taken. Supported business to keep compliance levels over 95%… Show more Identified bottlenecks via analyzing big data, followed by in depth research, discovering solutions for better customer support and overall business quality. Focused on average handling time, logging, customer satisfaction, issue resolution and various KPI's. With respect to deadlines, created unprecedented reports and delivered to the Management and Quality Team, highlighting areas of developments and recommended actions to be taken. Supported business to keep compliance levels over 95% concerning GDPR. Show less

Advisor coaching, mentoring, call listening and line of business support at EMEIA region.Training, nesting and coaching delivery for transitioning Tier1 advisors to senior advisors.Content creation, scheduling and delivery of round-tables, focusing on KPI improvement to improve quality of support.Internal employee technical forum moderation.Handling of technical troubleshooting of customers' that are escalated to Executive Relations.

Supervised technical and non-technical issues and with commitment and on-time completion rate of 100%.Committed to the unresolved cases that taken over by the escalation path from Tier1 advisors or other departments, and owned cases until they are finalized. Escalated cases to engineering when required, to become connection between the customer and engineering department, by constantly keeping both parties posted. Thus maintained the bridge between service providers, customers… Show more Supervised technical and non-technical issues and with commitment and on-time completion rate of 100%.Committed to the unresolved cases that taken over by the escalation path from Tier1 advisors or other departments, and owned cases until they are finalized. Escalated cases to engineering when required, to become connection between the customer and engineering department, by constantly keeping both parties posted. Thus maintained the bridge between service providers, customers, engineering department, enterprise and various other departments. Show less

Troubleshooted and provided technical support to customers with Apple Computers and MacOS, AirPort, Apple TV, Apple Watch, iTunes, Beats and Wireless Technologies.

Provided basic to moderately complex support to Apple customers on Apple products-iOS, WatchOS and various others about systems, peripherals and equipments.Provided and maintained strong, professional relationships with all of Apple’s customers and show empathy for the customer at all times, by logging of calls-within 85% less time of the expediencies- from customers onto an Apple database.Maintained a customer satisfaction rate of 90% and issue resolution rate of 82% averaged… Show more Provided basic to moderately complex support to Apple customers on Apple products-iOS, WatchOS and various others about systems, peripherals and equipments.Provided and maintained strong, professional relationships with all of Apple’s customers and show empathy for the customer at all times, by logging of calls-within 85% less time of the expediencies- from customers onto an Apple database.Maintained a customer satisfaction rate of 90% and issue resolution rate of 82% averaged from all customer interactions, as various other business KPI's are consistently met.Navigated different communication styles while interacting with the customers to provide personalized support.Multi-tasked by having customers on the line and using various tools simultaneously at all times.Maintained availability to receive calls for a minimum of 90% of on-line time.Provided feedback on a daily basis to the team leader on new issues or call drivers that they have discovered, as well as providing feedback to my coworkers to ever increase the seamless customer support. Educated customers on support options and the steps being taken to resolve their issue.Wowed our customers by listening attentively to their needs, gain agreement on the resolution and bring the issue to conclusion. Show less

Managed/organized local and international inspections for global contractors such as UNICEF, WFP, FAO, Siemens-Orascom, Ceva Logistics, Nokia, OMIC, Baltic Control, TataSteel and ThyssenKrupp.Coordinated inspections in ISO 9001 standards for a variety of imports and exports; supervised the loading/discharging of vessels and containers, carried out damage surveys.Supervised an operating team of 25 people.Created a new communication platform for the use of the office &… Show more Managed/organized local and international inspections for global contractors such as UNICEF, WFP, FAO, Siemens-Orascom, Ceva Logistics, Nokia, OMIC, Baltic Control, TataSteel and ThyssenKrupp.Coordinated inspections in ISO 9001 standards for a variety of imports and exports; supervised the loading/discharging of vessels and containers, carried out damage surveys.Supervised an operating team of 25 people.Created a new communication platform for the use of the office & field employees, saved 231 monthly working hours, rewarding with 17% improved time efficiency.Digitized the sample handling procedure to be tracked online; fully eliminating misdelivery and lost packages.Collaborated with Google Analytics & Google AdWords on the company reworked website, monthly organic and paid visitors increased 400% and 600% respectivelyOptimized ads and integrated Google WebSite Translator, resulting in hit count topping ten fold, extending the reach to 30 countries in their native language.Trained field employees about photography and provided them headlamps; resulting in better quality photos for reports and decrease in work accidents. Show less

Oversaw integration of the map of the Grand Bazaar on the business cards and increased come-back rates by 20%.Innovated new sales methods through pushing various promotions, increasing monthly turnover by 12%, net profit by 7% on a 3 month run.Trained the sales-team on sales techniques and foreign languages, achieved improved communication with customers leading to growth in sales.Involved in the development of franchises in Amsterdam and Lisbon conducting customer… Show more Oversaw integration of the map of the Grand Bazaar on the business cards and increased come-back rates by 20%.Innovated new sales methods through pushing various promotions, increasing monthly turnover by 12%, net profit by 7% on a 3 month run.Trained the sales-team on sales techniques and foreign languages, achieved improved communication with customers leading to growth in sales.Involved in the development of franchises in Amsterdam and Lisbon conducting customer partnerships which lead to increase an in the sales volume.Reorganized the showcase, by regularly monitoring the sales, identifying and emphasising best-sellers. Show less