Phạm Vũ Thiên An

Provided chat support for global users, handling account, deposit/withdrawal, transaction, and security-related inquiries in a Web3 environment.
Supported KYC veri cation, document review guidance, account recovery, and 2FA reset while ensuring compliance with internal policies.
Assisted with fraud detection and risk-related cases by reviewing user information and escalating suspicious activities.
Managed tickets through internal systems, followed SOPs, and collaborated with teams for accurate resolutions.
Continuously updated product knowledge through training and utilized internal tools, bots, and AI assistants to improve e ciency.
Maintained CSAT and CRR above 95% while delivering consistent customer support quality.

Review and organize clients’ nancial data and documentation to ensure accuracy, compliance, and smooth case processing.
Evaluate credit pro les and nancial situations related to loan, auto, and mortgage debts to support suitable solutions.
Coordinate with banks and internal teams to streamline workflows, resolve issues, and improve operational e ciency.
Support customer retention by providing clear guidance, regular updates, and a seamless experience throughout the debt relief process.
Assist non-English-speaking clients by facilitating communication between customers, banks, and internal departments.
Manage client records and workflows using CRM and Excel to maintain data accuracy and support daily operations.

Handled customer inquiries and complaints via chat and email channels, delivering accurate solutions while maintaining service quality.
Consistently achieved KPI targets, maintaining CPH above 4.0 and meeting required CSAT standards across performance cycles.
Resolved booking, cancellation, and account-related issues while ensuring policy compliance and customer satisfaction.
Collaborated with internal teams to handle escalations and improve customer experience.
Completed SME training, supported new hires through knowledge sharing, process guidance, and daily operational assistance.

Supported truck sales operations through customer follow-ups, documentation management, and order processing.
Assisted sales activities and contributed to revenue growth by successfully closing 3 vehicle sales during the internship period.