Mai B.

Key Skills

Software

Don't disclose

Top Subject Matter

Cryptocurrency & exchange customer service quality monitoring

Cryptocurrency & exchange customer service quality assurance

Legal Services & Contract Review

Top Data Types

Text

Document

Top Task Types

Question Answering

Text Generation

Object Detection

Evaluation/Rating

Classification

Data Collection

Freelancer Overview

OTC Customer Service Representative (Quality-focused customer interaction evaluation) — MEXC Global. Brings 11+ years of professional experience across complex professional workflows, research, and quality-focused execution. Core strengths include Don't disclose, Internal, and Proprietary Tooling. Education includes Bachelor of Arts, Danang University of Foreign Language (2014). AI-training focus includes data types such as Text and labeling workflows including Evaluation and Rating.

Labeling Experience

Quality Assurance Specialist – Customer Service / Coaching & Team Training — MEXC Global

Text

Conducts quality audits of customer interactions across multiple support channels and evaluates performance against company policies and procedures. Provides detailed feedback and coaching to customer service representatives based on audit findings. Analyzes recurring issues to recommend process improvements and generates quality reports while tracking team performance trends. • Performs quality audits and ensures policy compliance • Delivers feedback/coaching and organizes training sessions • Recommends process improvements from recurring-issue analysis • Prepares quality reports and monitors performance trends

2025 - Present

OTC Customer Service Representative (Quality-focused customer interaction evaluation) — MEXC Global

Don't discloseText

Provided OTC customer support investigations and issue resolution using live chat and ticket systems while monitoring service quality and customer satisfaction targets. Conducted quality-related reviews of customer interactions and documented outcomes to support performance and SLA compliance. Coordinated with internal teams to ensure timely resolutions and prepare operational updates for stakeholders. • Supported account issues, deposits, withdrawals, and trading inquiries • Investigated customer problems through chat and ticket workflows • Communicated network maintenance/incidents and platform activity updates • Maintained customer satisfaction above 95% and met SLA targets

2022 - 2025

Education

Work History