Bahnu Manoharan
Customer Support Specialist
Summary
Dedicated and empathetic Customer Support Specialist with 10 years of experience in delivering exceptional customer service across phone, email, and live chat platforms. Strong understanding of blockchain fundamentals, crypto assets, and exchange platforms. Passionate about making crypto accessible and providing a seamless user experience in a fast-paced, evolving environment. Proven ability to resolve issues efficiently, improve customer satisfaction, and maintain high service standards in fast-paced environments. Strong communication, problem-solving, and CRM system skills (e.g., Zendesk, Salesforce).
Overview
10
10
years of professional experience
3
3
Languages
Work History
Senior Customer Complaint Specialist
OKX
09.2024 - Current
- Provide customer support to client through social media channels such as instagram,facebook, and telegram under the CCS team currently and initially was responding to the client's via chat and emails as CS Agent.
- Collect customer feedback, report to management, and improve processes through (trustpilot,google review & IOS) with CCS team.
- Monitor and review user-generated content across the OKX platform including forums, chat rooms, comments, and social media channels.
- Identify and remove inappropriate, fraudulent, or harmful content promptly.
- Guide the clients on the usage of the application in any difficulty to register the app.
- Assist customer on the methods of withdrawing and depositing assets to the account to avoid any inconvenience while using the platform.
- Handle customer from global wide on the glitch they encounter with the system such as product details, ongoing campaigns information's.
- Examine blockchain to assist with any asset transaction issues.
- Performing research in the back-end system to identify problems that client facing with the trading, staking with the application.
- Enforce OKX community guidelines, content policies, and regulatory compliance standards.
Senior Customer Service Agent
OKX
11.2023 - 08.2024
- Managed global customer inquiries and issues across multiple channels, including email, chat, voice, and social media, ensuring prompt and accurate resolution.
- Maintained comprehensive knowledge of company products and services to effectively communicate solutions and enhance customer satisfaction.
- Monitored and addressed customer complaints, escalating complex cases to relevant teams and ensuring resolutions were delivered within set timelines.
- Trained new team members on escalation procedures, customer support best practices, and product knowledge, ensuring consistent service delivery.
Senior Claims Specialist
TDCX
03.2022 - 09.2023
- Conducting investigations of suspicious claims and activities on the platform.
- Performs transaction monitoring to ensure client service quality is consistently achieved in accordance with service level standards set.
- Verify invoices against purchase orders and ensure goods or services were received before issuing payment to client.
- Performing risk reviews of the company's processes and recognizing opportunities to prevent future fraud.
Team Leader
Inmagine Group
02.2018 - 03.2022
- Led and developed a team of 15-20 employees, ensuring the efficient completion of duties via Phone-In, Chat, and Email channels.
- Supervised daily operations, including case escalations, attendance management, and duty-manager calls, in accordance with company policies and contractual requirements.
- Conducted regular coaching sessions to monitor team performance and ensure achievement of performance metrics, with a minimum weekly review.
- Identified performance issues and developed action plans to drive improvements, resulting in increase in team productivity or KPIs.
- Ensured that service delivery consistently met contractual Key Performance Indicators (KPIs) and defined Service Level Agreements (SLAs).
Team Leader
Singtel
11.2015 - 11.2017
- Responsible for leading, supervising, coaching & motivating 20 agents.
- Driving the team to meet key performance indicators which include: customer satisfaction scores, first case resolution, AHT, Solution-Plus (In-house solution sales).
- Provided assistance and serving as Subject Matter Expert to agents.
- Supervising service levels by monitoring agent productivity, call queue, chat volume when assigned as the Service Duty Manager of the day.
Education
Diploma - Physical Therapy
Ramsay Sime Darby Healthcare College
Shah Alam, Selangor, Malaysia07-2015
Skills
Crypto and blockchain
Complaint handling
Leadership
Communication
Critical Thinking and Problem Solving
Customer service excellence
Additional Information
Reference
Mr Lock Win Chin
Manager, OKX
0127270442
Mr Lee Wong Sheng
Team Leader, TDCX
0127270442
Timeline
Senior Customer Complaint Specialist
OKX
09.2024 - Current
Senior Customer Service Agent
OKX
11.2023 - 08.2024
Senior Claims Specialist
TDCX
03.2022 - 09.2023
Team Leader
Inmagine Group
02.2018 - 03.2022
Team Leader
Singtel
11.2015 - 11.2017
Diploma - Physical Therapy
Ramsay Sime Darby Healthcare College
Similar Profiles
WANG YANWANG YAN
Staff SRE at OKXStaff SRE at OKX
Constantin ZemelmanConstantin Zemelman
Engineering Director, Payment Channels at OKXEngineering Director, Payment Channels at OKX
Tushalanii SelvarajTushalanii Selvaraj
CS Team Leader at OKXCS Team Leader at OKX
George BlalockGeorge Blalock
Customer Success Specialist, Warranties/Complaint Coordinator at Crown AestheticsCustomer Success Specialist, Warranties/Complaint Coordinator at Crown Aesthetics
Abulele SilaAbulele Sila
Customer Service Advisor/ Complaint Specialist at Kura SACustomer Service Advisor/ Complaint Specialist at Kura SA