Ivan Grande

Customer Support Specialist with 3+ years of experience in crypto, Web3, and health & dental insurance. Skilled in handling inquiries, resolving technical issues, managing emails, setting appointments, and moderating communities. Known for professionalism, empathy, and delivering top-tier service via chat, email, and voice.

Moderator - QUAI NETWORK - Remote

(2025-01)

• Monitor community channels (Discord, Telegram, etc.) to ensure a safe and respectful environment
• Respond to user inquiries regarding trading, wallet issues, and platform features
• Troubleshoot common problems and escalate complex issues to the appropriate team
• Share announcements, updates, and educational content to keep the community informed
• Enforce community rules and manage spam, scam attempts, and inappropriate behavior

Email Support - Trustyfy - Remote

(2024-12 - 2025-04)

• Provide exceptional support to users through email, chat, and phone, focusing on prompt and accurate issue resolution
• Educate and guide users on interacting with DApps and using crypto wallets effectively and securely
• Troubleshoot issues related to blockchain technology, wallet integrations, and decentralized applications
• Collaborate with technical and product teams to escalate issues and resolve complex user problems
• Maintain accurate records of customer interactions, technical issues, and service recommendations

Discord moderator/Social Media Manager - Ecosapiens - Remote

(2024-07 - 2025-03)

• Managed and posted content on Twitter and Instagram, focusing on crypto and NFTs
• Reviewed trends in the crypto and NFT space to enhance social media engagement
• Moderated and engaged with members in the client's Discord community

Associate/Chat Moderator/Data Entry - Virtual Sherpa BTM Machines - Remote

(2023-12 - 2024-07)

• Making inbound and outbound calls and answering customer inquiries via chat
• Reviewing crypto transactions to comply with US federal law
• Resolving customer concerns via email
• Answering questions and assisting customer via chat
• Maintains the customer database by entering new and updated information

Appointment setter - Impact Health Sharing - Remote

(2024-05 - 2024-07)

• Set appointments by cold calling potential sales partners, including CEOs, Health Insurance Brokers, and other decisionmakers
• Confirm availability with prospects across various industries, ensuring seamless scheduling
• Engage with professionals such as the VP of Human Resources and other sales professionals to arrange meetings

Client Care Specialist - Sun Life Financial Services - G/F Sun Life Centre 5th Ave, cor Rizal Dr, Taguig, 1634 Metro Manila

(2022-09 - 2024-05)

• Answering calls and assisting clients about their insurance coverage
• Resolving the issues of the clients with their claims for medical and dental insurance
• Initiates sales process by prospecting, scheduling appointments for the client to speak to a financial advisor

Technical Support Representative - Teleperformance - 2/F SM City Masinag, Marikina-Infanta Hwy, Antipolo, 1870 Rizal

(2022-01 - 2022-08)

• Provide technical assistance and answers to user's questions
• Assisting users by troubleshooting problems with computer hardware or software

Hotel and Travel Customer Service - WNS Global Services - 9th F 1880 Building, 1110 Eastwood Ave, Quezon City, 1800 MetroManila

(2021-02 - 2021-12)

• Assisting customers and resolving their travel issues
• Checking the client's eligibility if their itinerary is eligible for cancellation or changes
• Educating the client about their travel policy
• Addressed customer complaints quickly to drive satisfaction and adjusted operational strategies to reduce issues

Bachelor of Secondary Education - ENGLISH - Nueva Ecija University of Science and Technology (2019-08 - 2024-06)