Neezal Tharnee

Senior Customer Success – Social Media

OKX

May 2024 - Current (2 years 2 months)

• Provide real-time customer support via live chat on Twitter/X DMs using Zendesk CRM, ensuring timely and effective resolutions. • Manage and respond to customer feedback on Google Play Store, iOS App Store, and Trustpilot, improving platform ratings and engagement. • Moderate content on OKX Feed via Boss 3.0, ensuring compliance with platform guidelines while fostering a positive community environment. • Escalate issues efficiently through Lark –prioritizing high-visibility cases to senior leadership while collaborating with various team (P2P, Risk, Compliance, etc) • Stay updated on Web3, blockchain, and crypto trends to provide accurate and real-time customer support.

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Digital Engagement Coordinator

X (Formerly Twitter), IBCIG

May 2022 - Dec 2023 (1 year 8 months)

• Coordinated and moderated high-profile AMAs for 500K+ followers, facilitating discussions with crypto projects, investors, and industry leaders. • Managed live discussions, ensuring smooth interaction between project teams and the Web3 audience. • Provided real-time troubleshooting and technical support during live events, minimizing disruptions. • Assisted in content curation and question selection to ensure valuable discussions aligned with industry trends. • Additionally, leveraged virtual assistance skills to manage digital engagement tasks, including AMA coordination, promotional content scheduling, and community moderation across multiple platforms in a fully remote setup, enhancing overall engagement and efficiency.

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Marketing Associate (Community &

HedgePay

Jan 2022 - May 2022 (5 months)

• Led community engagement strategies through KOL partnerships, increasing brand awareness within the Web3 ecosystem. • Organized live discussions and events, fostering user participation and product adoption. • Monitored social sentiment and provided feedback to the product team, ensuring alignment with community needs. • Developed engagement reports analyzing campaign effectiveness, providing insights for future marketing strategies. • Additionally, provided remote support in marketing and investor communications, assisting the core team with administrative tasks, email outreach, and KOL coordination, which are typical functions of a virtual assistant in a Web3 startup, thereby enhancing overall operational efficiency.

Operations Specialist

Cigna

Jun 2021 - May 2024 (3 years)

• Managed global insurance operations, ensuring accurate claims processing, dispute resolution, and workflow optimization within Salesforce environment. • Processed and analyzed customer data using Octopus and Mainframe-Eurocare systems, improving operational efficiency. • Implemented process improvements that reduced resolution time by 25% and boosted team efficiency by 15%. • Coordinated across regional teams (UK, US, APAC, MENA) to streamline case handling and ensure compliance with different regulatory frameworks.

Customer Care – Assortment Team

Lazada.com

Jan 2017 - Jul 2017 (7 months)

• Provided customer support via email, phone, and social media, resolving escalated issues efficiently. • Assisted in merchant data migration, ensuring accurate and seamless product listings on Lazada's platform. • Exceeded KPI targets by 100%+ per month over six months and contributed to increased customer retention • Implemented

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