Rachel Lee

SME Lead (Campaign & Spot) | Jul 2024 – Present

• Identified key areas for improvement and implemented targeted strategies to enhance overall operational efficiency.
• Developed and implemented SOPs for campaign and spot operations across all CS functions (LC/SME), standardizing workflows and ensuring compliance with best practices.
• Designed and deployed macros to automate repetitive tasks, significantly reducing processing time and minimizing errors in daily operations. - Serve as the primary point of contact for agents, addressing inquiries and resolving issues promptly to maintain seamless workflow continuity.
• Work closely with cross-functional teams to align campaign strategies with organizational goals, ensuring cohesive execution and optimal results.

SME Campaign | Sep 2023 – Jul 2024

• Identified key areas for operational improvement; implemented targeted strategies to enhance efficiency for campaign and spot trading.
• Proactively checked and followed-up with PICs for event/campaign performance, delivering accurate updates on inquiries and issue resolutions.
• Collaborated with risk teams to mitigate risks and ensure regulatory compliance across all campaign phases.
• Coordinated and executed ad hoc tasks, supporting cryptocurrency campaign initiatives and project goals.

Customer Service Specialist | Apil 2023 – Aug 2023

• Responded to user inquiries and product/service-related questions for cryptocurrencies.
• Guided users regarding cryptocurrency, blockchain, and company solutions.
• Troubleshot issues and resolved complaints with a customer-centric approach.

• Enhanced customer experience and satisfaction by maintaining a consistent dynamic atmosphere.
• Resolved customer service or billing concerns by refunding money or modifying invoices.
• Built relationships with customers via communication, active listening, and answer to inquiry skills.

• Find and contact potential clients in order to offer advertised services.
• Provide advice to customers with cost of goods and services.