ILYAS ISENOV

Customer Support Specialist (Crypto Exchange) European & Kyrgyz Crypto Platforms | 2021 – 2026

• High-Volume Resolution: Successfully managed and resolved 120+ complex live chats daily in real-time, assisting users with deposits, withdrawals, trading, and platform navigation.
• Career Progression: Promoted through successive performance tiers based on rigorous testing and evaluations, resulting in expanded responsibilities and leadership in support initiatives.
• P2P Arbitration & Security: Acted as a trusted P2P Arbitrator, resolving merchant/buyer disputes with strict attention to detail. Conducted thorough KYC verifications and monitored block explorers to track and verify crypto transactions.
• Fraud Prevention & Compliance: Proactively identified and prevented fraudulent activities. Collaborated daily with Compliance, Development, InfoSec, and Legal teams to escalate risks and ensure strict adherence to User Agreements and internal SOPs.
• Process Optimization: Co-authored and refined support scripts for international users and actively edited the company FAQ, significantly reducing recurring ticket volume and improving first-contact resolution.
• Adaptability: Rapidly adapted to constantly changing crypto regulations, platform updates, and new feature rollouts to provide accurate, up-to-date user guidance.

Italki & Private Clients | 2021 – 2023

• Delivered engaging, customized English language lessons to diverse students via Zoom and Skype.
• Developed strong cross-cultural communication skills, patience, and the ability to explain complex concepts simply—skills directly transferable to technical customer support.