Experienced and detail-oriented professional with over 4 years of experience in customer service and quality analysis for major global companies like Amazon and Coinbase.
In my 2 years and 6 months as a Customer Service Associate, I mastered the art of resolving complex issues via phone, email, and chat, consistently delivering high CSAT scores. Following this, I served as a Quality Analyst at Coinbase for nearly 2 years, where I monitored performance, provided actionable feedback, and ensured strict adherence to quality standards. I also have experience as a freelance online English teacher, which has further sharpened my verbal and written communication skills.
I am highly proficient in a wide range of industry-standard tools and platforms, including:
CRM & Communication: Salesforce, Slack, and Google Workspace.
Quality Assurance & Analytics: MaestroQA (and its Slack integrations).
Security & Identity Management: Okta.
Cloud Contact Center Tools: Amazon Connect.
I am a problem-solver who is technically adept and committed to improving operational efficiency and service quality for remote-first teams.
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