HELIX is an institutional real-world asset (RWA) DeFi protocol connecting crypto investors with sustainable yields from private credit investment opportunities in emerging markets.

I manage software development projects from pre-sales engagement to delivery.Pre-sales: I cultivate lasting relationships with clients, conduct thorough requirements analysis, and propose tailored solutions that align with their business goals, ensuring smooth deal closure and continuous client satisfaction.Project Delivery: I lead cross-functional teams to ensure the timely and successful delivery of multiple projects, focusing on quality and efficiency, while consistently maintaining exceptional customer satisfaction throughout the entire project lifecycle.

I lead cross-functional teams around the globe to help customers achieve their goals.

• Build and manage an end-to-end service operations team of 30 passionate professionals and be responsible for overall performance of the team• Business leader, key point of contact for customers, delivery teams and senior management • Lead team to deliver exceptional customer service across technical lines• Hire and coach team members to support their personal development• Act as a primary escalation point for operational issues• Facilitate regular operational and business review meetings• Build and manage specific KPIs to ensure proper delivery of the business• Lead reviewing processes and workflow to diagnose areas for improvement• Build and send updated reports to management team (site manager, global operations manager, etc.) as required• Handle, monitor, coordinate and manage all escalated cases• Proactively propose improvement plans where gaps are noticed

Technical and Sales Support for Microsoft Worldwide• Assist over 50 Advocates in responding to inquiries and handling chat requests• Develop, update, and organize workflow to support customers• Deliver excellent customer service, resulting in consistent 4.5/5 customer satisfaction rating• Cross-train and provided back up for customer service managers• Maintain up-to-date knowledge of product and service changes• Reduce process inconsistencies and effectively trained team members on best practices and protocols• Collaborate with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates

• Consistently achieved sales targets and was awarded as “Staff of the month” on multiple occasions• Provided service to and developed rapport with existing customers and prospects to retain and expand existing relationships and foster new ones• Presented innovative ideas to revise weekly promotional campaigns and drove for sales growth within teams• Planned packages and new product launches in order to meet the sales goals that are set for each month• Conducted weekly training programs for new recruits and mentored them in contacting new customers to advertise banking services and products to increase client base