Stealth Mode Startup Company

- Leading market research, early-stage operational strategy, and defining technical roadmaps to assess feasibility for a Web3-enabled health tech solution.
- Developing process improvement frameworks and scalable workflows to support future operational growth.
- Researching security, compliance, and regulatory requirements to align business strategies with best practices.
- Identifying technical and operational inefficiencies, optimizing workflows, and structuring foundational processes.
- Engaging with advisors, designers, and engineers to validate concepts and explore technical solutions.

Strategy & Operations Lead

/dev/color

A* Member

Coinbase

- Delivered measurable CX improvements, reducing customer inquiries by implementing tooltips and updating support links.
- Managed features and bug fixes for asset listing pages serving ~20M monthly users, contributing to operational efficiency.
- Increased engagement & revenue via launch on Web for Growth and Pay and team efforts
- Enhanced system performance through codebase optimization, bug resolution, and defining guardrail metrics for experimentation and balanced control/treatment groups.
- Increased staking & direct deposit awareness via dynamic Pay promotion cards

Software Engineer

- Supported business operations for ~9M monthly users with a focus on crypto assets and payment flows.
- Designed and implemented a multi-approver system that reduced vault transfer resolution time by 60%.
- Partnered with banking and payment teams to resolve ~200 daily wire inquiries, improving operational efficiency.
- Maintained a weekly QA score of 99%+ and achieved zero critical error scores over four years.
- Co-led and expanded ColorBlock ERG from 17 to 300+ members, fostering inclusion and engagement at conferences and internal panels.
- Boosted recruitment and culture via interviews and moderating meetings

Crypto Analyst

Ropes & Gray LLP

Provided technical support at a high-volume help desk to staff based in London, Asia, and the United States. Collaborated with engineers and desktop teams to provide timely escalation and resolution of complex issues.

- Improved helpdesk efficiency and achieved a rating of over 90% in excellence in technical support in 2016; Recognized by clients for efficiently resolving issues with a fast turnaround time
- Achieved 100% in documentation of all incidents in company call log and tracking system
- Created training documentation to troubleshoot and guide client through corrective steps
- Partnered with teams to create an internal reference guide for knowledge-based solutions

Senior Technical Support Specialist

Skadden, Arps, Slate, Meagher & Flom LLP and Affiliates

Delivered front-line primary technical support to end users on various technical issues and problems. Worked in a fast-paced, dynamic helpdesk environment providing 100% phone support to over 3,500 customers
 
- Logged an average of 35 calls and 20 emails of incidents reports daily; provided clients with status updates
- Escalated complex issues to the next level of support when appropriate
- Identified process defects and initiated solutions to increase organization's efficiency and to strengthen relationship with customers

Senior Technical Support Analyst

Cravath, Swaine & Moore LLP

Provided technical support in a high-volume help center to client users of company platform. Analyzed trends and developed reports to define training opportunities and ensure service excellence. Worked closely with Problem Management group to monitor and improve Help Desk Analyst call closure rates. Partnered alongside Help Desk Supervisor with the operational duties of managing the Help Desk

- Created and coordinated the IT Learning Workshop program – weekly workshops for all staff in IT department, with specific focus on applications of the Help Desk
- Developed database to track issues - 'IT Bug Base'
- Re-designed and maintained the IT Knowledgebase, resulting in a 5% increase of first contact resolution and 15% increase of ticket closure rates within the first two months and continued growth throughout the year

Help Desk Lead Analyst / User Support Lead

Certified Scrum Master and technical professional with seven years of experience in crypto, Web3, and frontend development. Proven track record in solving technical challenges, enhancing user experiences, and leading cross-functional teams to deliver impactful results.

Passionate about fostering accessible technology and empowering communities through education and innovation. Skilled in translating complex technical concepts for diverse audiences and driving strategic initiatives that improve performance and engagement. I am always eager to connect with fellow professionals who are passionate about technology's potential to transform industries and improve lives.

✉ Let's connect! I'm always open to discussing technology’s potential to create meaningful change, operational and customer support strategies, project management, product development, or the future of blockchain. Looking forward to learning more about you!

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