• Identify opportunities for product enhancement and process improvements. Enhance client experience on trading platforms by different methods. Audit and Analyse responses to clients to enhance quality and client response time. Business Impact: Better Client experience; generates references; surge in trading; profitable business. • Escalation Management – the first level to troubleshoot issues. Template preparation / enhancement to address situation-based responses. Business Impact: Educate members; Retain existing clients; Be aware of opportunity areas.• Working with the Technical team, recommended to improve features in backend systems to increase the efficiency of CS Reps on the daily job. Also, I recommended improving Platform UI features to enhance member experience for smooth trading in the New Nadex platform - Beta. Business Impact: Better trading experience; Brings in more business.• Interact with Compliance, Treasury and Marketing team to keep up with regulator (CFTC) and to coordinate on currently running programs (Like- RAF).• Generate and provide key matrices and other reporting to Manager. Daily/monthly reporting – Client issues, downtime tracking.• Leverage technology systems and tools for report rendering, task management, execution, and delivery.• Creation and maintenance of process documentation that defines the complete process, procedures and justifies its existence.• Training and mentoring new employees. Training plans; Document preparation.• Partner with Operation Management teams to troubleshoot complex exchange problems impacting the client’s experience.