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Customer Success & Technical Support
Customer success and technical support professional with 7+ years across client-facing operations, including 5+ years in crypto, Web3, and fintech support. Specializes in high-net-worth and enterprise escalations, root-cause analysis, and cross-functional problem-solving with Product, Engineering, and Compliance. Ranked #1 in support volume and CSAT at CoinTracker and coached Gemini agents to consistent CSAT above 90%. Brings hands-on expertise across exchanges, wallets, DeFi, NFTs, crypto tax, and AI-enabled support operations.
CoinTracker — Technical Support Engineer (Contract)
Gemini — Senior Customer Support Associate
Upcycle USA — Customer Success Manager
Equitable — Lead Associate, Sales Desk
Givee Charitable Inc. — Co-Founder
Fox Bros Interactive — Freelance Developer
William Paterson University — B.S., Marketing
Customer Success & Support: Enterprise & High-Priority Client Support, Escalation Management, Root-Cause Analysis, Ticket QA, Performance Reporting, Process Improvement, Knowledge Base & Help Center Content, Support Automation, Agent Coaching & Team Leadership, Cross-Functional Collaboration (Product, Engineering, Compliance)
Support Tools & Platforms: Zendesk, Intercom, Salesforce, Linear, Jira, Canny, Slack, Guru, Retool, Rootly, Datadog, Stripe, Temporal, BI Tools (Metabase, Looker)
Technical: Flutter / Dart, HTML, CSS, JavaScript, Python, SQL, APIs, CSV / Data Workflows, GitHub, AI-Assisted Development (Claude Code, OpenAI Codex), Agentic Workflows
Technical Professional
Support operations, web/app builds, automation, and nonprofit technology — turning messy ideas into usable systems.
Penguin model: “Club Penguin recreation (newer version)” by LukeTheLPSWolf, CC BY 4.0. Player card and clothing art from CP Legacy, used with permission. Club Penguin homage made with permission.
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