Hakan Ikinci Localization & Customer Care

Client Onboarding Specialist

Kraken

May 2024 - Mar 2025 (11 months)

Resolved user identity and access issues through Zendesk and email support. Reviewed KYC documents (ID, PoA, PoS) to ensure onboarding compliance. Flagged suspicious cases to help compliance mitigate fraud risk. Maintained >95% Customer Satisfaction Score (CSAT) by delivering fast, accurate, and respectful support. Logged edge cases and proposed macro updates to reduce ticket volume and improve customer support workflows.

Localization & QA Lead

Binance

Oct 2022 - Nov 2023 (1 year 2 months)

Reviewed 300K+ words/month for clarity, tone, and translation accuracy. Created internal documentation and macros to improve customer experience and ensure accurate communication, while collaborating with marketing to align help content and terminology with campaigns. Logged QA issues using JIRA and Smartling to streamline fixes across platforms.

Customer Support Representative

Binance

Apr 2022 - Oct 2022 (7 months)

Handled 100+ tickets daily via Zendesk and live chat to resolve user account issues. Guided users through 2FA, login recovery, KYC, and account access issues; troubleshoot product concerns and flagged technical issues when needed. Assisted with staking/product questions and escalated high-impact concerns to internal teams to assist in fund recovery. Logged recurring issues to improve internal documentation and macros. Delivered calm, accurate support across fast-paced crypto user scenarios.

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English Instructor

Turkish Naval Academy

Oct 2017 - Oct 2023 (6 years 1 month)

Taught naval officers and officer candidates of all levels (Beginner - Advanced) the English Language. Created and led syllabi, and classes.

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Turkish Customer Support

HydraNET Coin

May 2017 - Nov 2018 (1 year 7 months)

Assisted Turkish customer base for the cryptocurrency HydraNET (StakeNet at the time). Handled around 30-40 chats per day, regarding various inquiries such as coin transfers, staking, masternode setup, and so on.

Hakan Ikinci

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