Emad Hoseini
Senior Customer Support Specialist | Crypto Exchange Support
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About
Hello, I am Emad Hosseini (full name: Seyed Mohammad Hosseini). I am a calm, patient, and detail-oriented support specialist with strong problem-solving skills. I have over 2 years of hands-on experience as a Senior Customer Support Specialist at OMPfinex cryptocurrency exchange, plus additional experience supporting crypto-related platforms.
I also worked for 21 months as a 110 Police call center operator, which strengthened my ability to stay calm and communicate effectively under pressure. I specialize in live chat support, KYC processes, and helping users resolve complex issues quickly. My average response time is typically under 1 minute, and I can handle multiple users at the same time without compromising quality.
I hold an ICCS certificate in Customer Support and Negotiation techniques.
Experience
User Support Specialist at Sellgame • Cpbot • Subtg (2026-07 – Present)
- Provide live chat and ticket support for crypto-related platforms, handling KYC/POI reviews, AML checks, SOF verification, and escalations.
- Maintain high performance metrics including SLA, CSAT, FRT, and resolution time.
- Deliver fast responses (typically under 1 minute) and manage multiple simultaneous user conversations with high accuracy and patience.
- Guide users through complex issues until full resolution while strictly following internal policies.
Senior Customer Support & Customer Affairs Specialist at OMPfinex Digital Currency Exchange (2024-05 – 2026-07)
- Delivered user support via live chat and phone for a cryptocurrency exchange, resolving complex platform and transaction-related issues.
- Conducted identity verification (KYC), 2FA troubleshooting, transaction monitoring, and security protocol validation.
- Trained and guided users on trading processes, deposits/withdrawals, and cryptocurrency-related topics.
- Consistently maintained strong performance in CSAT, response time, and issue resolution while handling high-volume support.
Call Center Operator at Khorasan Razavi Province Police Command Headquarters (110) (2022-08 – 2024-05)
- Responded quickly and professionally to emergency and non-emergency calls under high-pressure conditions.
- Managed sensitive situations with calmness, precision, and strong communication skills.
Consultant at Karha Brokerage and Investment Office (2022-03 – 2022-08)
