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KI AN VU
Senior Customer Support Service Representative
[відкрити контакти](див. вище в блоці «контактна інформація») | Linkedin

PROFILE
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P2P Customer Support Specialist with 7+ years in fintech, crypto, and high-volume support environments. Currently handling
12–15 tickets/hr at Bybit (via SupportYourApp) with 90+ QA score. Fluent in English, Russian, Ukrainian, and Vietnamese - able
to support diverse user bases across markets. Strong background in SOP compliance, dispute resolution, and CRM tools
(Salesforce, Zendesk, Lark)

WORK EXPERIENCE
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Customer Service Representative (P2P Support) at Bybit Berlin, Germany
SupportYourApp December 2025 - Present
Handled 12–15 P2P support tickets/hr via live chat and email, maintaining 90+ QA score across all KPIs.
Resolved P2P trade disputes, payment failures, and escalations on a global crypto platform (Bybit).
Operated within strict SOP and compliance framework, minimizing risk exposure on every case.
Consistently met all KPIs independently in a remote, fast-paced environment.

Sales and Customer Service Representative Berlin, Germany
Coral Club Germany GMBH February 2024 - November 2025
Achieved 96.7% customer satisfaction score while converting support inquiries into sales, driving 22.4% revenue growth.
Reduced average response time by 47.4% through CRM process optimization, improving resolution quality and team
efficiency.
Increased repeat business by 34.1% through effective complaint resolution and customer trust recovery.

Head of Sales Odesa, Ukraine
Capital Finance March 2020 - August 2023
Led and developed a team of 10–15 sales professionals; broke company revenue records twice during tenure.
Scaled monthly client acquisition to 100–150 closings, delivering 19.5% revenue growth within 3 months.
Outperformed trading benchmarks by 20.3%, demonstrating analytical judgment beyond standard sales execution.
Ran live call coaching and structured training, directly contributing to team performance improvements.

Sales manager Odesa, Ukraine
Capital Finance February 2019 - March 2020
Set a company record of 39 client closings in a single month, generating ~$108,000 in revenue.
Awarded Sales Agent of the Month for 6 consecutive months — top performer in the team throughout entire tenure.

Account manager Odesa, Ukraine
Capital Finance September 2018 - February 2019

Managed a portfolio of 41 key accounts, growing engagement and satisfaction by 21.7% through personalised strategies.
Grew upsell revenue by 28% and reduced churn by 23.9% via proactive retention work.
Achieved 97.8% client satisfaction rate — highest on record for the role.

KEY SKILLS
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Languages: English (fluent) · Russian (native) · Ukrainian (native) · Vietnamese (native)
Tools: Salesforce, Zendesk, Lark
Domains: P2P crypto, fintech, high-volume support
Skills: dispute resolution, SOP compliance, CSAT optimization, CRM process improvement, conflict de-escalation