Jia Yang Koh Email & Phone Number

- Review and inspect contents that are generated by users, crypto projects, media, and KOLs to ensure the posts and articles comply with our community rules and guidelines, along with relevance to blockchain and crypto-related subjects.- Actively researching and monitoring crypto projects via a variety of channels such as Discord, Medium, their official websites, other crypto news and price aggregator sites to collect and summarize the latest updates, metrics, and news.- Assist operation managers in staying informed with the latest developments and events in the overall blockchain industry to ensure content is published accurate and timely. - Identify and alert of market sentiment, patterns, and trends that are happening in the crypto market and escalate issues that are beyond the existing policies.- Safeguard user experience by proactively detecting and mitigating potential risks like phishing, fraud, and market manipulation by verifying contract addresses using tools such as Etherscan.- Utilize automation rules to enhance the accuracy and efficiency of the content moderation process, particularly during peak periods, and to enable better workload management.- Generate comprehensive weekly reports and presentations on moderation performance, provide insights for improvement in key areas, and keep stakeholders up to date on the latest progress.

- Identify and investigate customers’ concerns and conflicts meticulously and empathetically. Provide follow-ups with customers to ensure the issues are resolved.- Strive for rapid customer complaint resolution in order to enhance customer satisfaction and prevent issues from escalating further.- Liaise and coordinate with clients, B2B partners, properties, suppliers, and government authorities to ensure all requests and solutions are identified clearly and delivered accurately.

- Managed high call volumes, emails, and live chats daily (average 50-60 touchpoints per day) through effective time management and multitasking skills.- Leveraged problem solving skills, active listening, and empathy to tackle and resolved client inquiries and disputes.

Msc In Data Science & Business Analytics

Bachelor'S Degree, Psychology