Amelia L.

Customer Success and Operations professional with 5+ years of experience in Web3 and high-growth digital platforms. Proven track record supporting VIP, KOL, and institutional users across major crypto exchanges. Skilled in process optimization, Zendesk automation, cross-functional collaboration, and community management.

Google Data

Analytics certified, with strong interest in Product Operations and data-driven workflow improvement.

Senior Customer Success Specialist at TRON - DAO (2024-03 – Present)

Serves as main liaison for clients, driving issue resolution, gathering feedback, and strengthening long-term partnerships. Engages with users on Discord fostering active community. Tracks project progress and coordinates teams for timely execution. Collaborates on localization for product content, campaigns, UI text, and marketing materials.

• Account Management: Acted as the main liaison for clients, driving issue resolution, gathering feedback, and strengthening long-term partnerships.
• Community Development: Engaged with users on Discord, fostering active and positive community discussions.
• Operation Management: Tracked project progress and coordinated teams to ensure timely execution.
• Localization: Collaborated with teams to deliver localization for product content, campaigns, UI text, and marketing materials.

VIP CS Specialist at BINANCE - CEX (2022-07 – 2023-07)

Assisted VIP, KOL, and institutional users via chat and voice, maintaining high service standards. Supported referral and affiliate program inquiries for KOL partners. Handled P2P cases in line with AML/KYC and internal risk policies. Worked cross-functionally and consistently achieved KPI targets.

• VIP Support: Assisted VIP, KOL, and institutional users via chat and voice, maintaining high service standards.
• Affiliate Operations: Supported referral and affiliate program inquiries for KOL partners.
• Compliance Support: Handled P2P cases in line with AML/KYC and internal risk policies.
• Team Collaboration: Worked cross-functionally and consistently achieved KPI targets.

Senior Customer Success Advocate at AMBER GROUP - CEX (2021-04 – 2022-06)

Delivered multi-channel support handling high ticket volumes while maintaining strong CSAT performance. Built automations and triggers to improve workflow efficiency. Updated Help Center content to strengthen self-service and reduce ticket volume.

• Customer Experience: Delivered multi-channel support (chat, email, social) handling high ticket volumes while maintaining strong CSAT performance.
• Process Optimization (Zendesk): Built automations, triggers, and rules to improve workflow efficiency and scalability.
• Knowledge Base: Updated Help Center content to strengthen self-service and reduce ticket volume.

Customer Facing Agent at VIAGOGO - SECONDARY TICKET MARKETPLACE (2018-04 – 2020-01)

Handled 50+ tickets and 10+ daily calls, resolving ticketing and delivery issues while maintaining high service quality. Worked with carriers and internal teams to investigate lost-in-transit tickets and escalated when needed. Performed case investigations and created clear reports to support issue resolution and tracking.

• Ticket Management: Handled 50+ tickets and 10+ daily calls, resolving ticketing and delivery issues while maintaining high service quality.
• Cross-Team Coordination: Worked with carriers and internal teams to investigate lost-in-transit tickets and escalated when needed to ensure timely delivery.
• Case Investigation & Reporting: Performed case investigations and created clear reports to support issue resolution and tracking.

Bachelor in Applied English – Ming Chuan University (2010 – 2014)

Communication Associated in Communication – Cabrillo College (2015 – 2016)