Dimitar Arnaudov

• Supervises the daily operations of the Complaints Team, ensuring adherence to internally set performance targets and maintaining high standards of service.
• Delivers performance feedback to Complaints Officers through one-on-one meetings, fostering continuous improvement and professional growth.
• Oversees workload and task distribution within the Complaints Team.
• Prepares comprehensive weekly, monthly, quarterly, and annual reports for the EVP, VP, and various Compliance Teams across supported regions, ensuring accurate and timely insights.
• Maintains and regularly updates the Complaints Team knowledge base, identifying and implementing improvements in existing processes to enhance efficiency and effectiveness.
• Assists with the preparation of official responses to external complaints received from various institutions, as needed.
• Oversees escalations from the Legal team, serving as a point of contact for specific cases, as needed.
• Participates in ad-hoc projects as directed by SVP, Customer Success and Senior Operations Management;
• Cooperates with all customer-facing departments for driving procedural and other operational improvements, resultant of complaints root cause analysis;

• Managed and regularly updated the internal complaints handling process and escalation procedures, ensuring compliance with regulatory changes and integrating feedback from the Compliance team.
• Took ownership of projects related to the evolution of complaints-handling processes, including reporting and tool enhancements, driving continuous improvement.
• Thoroughly evaluated service-related complaints escalated through various communication channels, handling them in accordance with the company’s internal procedures.
• Carefully assessed the details and validity of each complaint, conducting fair, consistent, and prompt investigations to ensure accurate and impartial outcomes.
• Collaborated with relevant departments and divisions during the investigation and resolution of complaints, ensuring a coordinated approach.
• Escalated complaints to appropriate departments or parties in line with internal complaints handling procedures when necessary.
• Prepared comprehensive final responses to complainants, adhering to the internal complaints handling guidelines.
• Compiled and analyzed complaint statistics and trends, providing regular reports to senior management and implementing actions based on findings.
• Worked closely with customer-facing departments to drive procedural and operational improvements based on root cause analysis of complaints.
• Participated in ad-hoc projects as directed by the SVP of Customer Success and Senior Operations Management, contributing to the organization’s strategic goals.
• Undertook additional responsibilities as assigned by superiors, ensuring alignment with the position’s scope and company objectives.

Internal Trainings

• Completed initial training upon joining the company, which provided an in-depth overview of company products and processes.
• Completed advanced trainings on specialized products, including the Exchange and NFT platforms, and DeFi offerings, to develop expertise in these areas.

• Guided agents through complex cases, closely monitored escalations, and effectively managed customer complaints to ensure timely resolution.
• Delivered expert first-line support through chat, email, and phone, resolving challenging issues and ensuring customer satisfaction.
• Provided real-time support to less experienced agents, taking over customer interactions when necessary to ensure quality service.
• Collaborated with department and team managers to deliver actionable feedback on agent development, driving continuous improvement.
• Conducted one-on-one meetings to deliver targeted performance feedback, fostering agent growth and skill enhancement.
• Led training sessions and managed On-the-Job Training (OJT) for new hires, ensuring a smooth onboarding process and rapid skill acquisition.
• Collaborated closely with the internal Compliance team to prepare comprehensive case dossiers for complaints escalated beyond the Customer Service Team, ensuring thorough documentation and accurate resolution.

• Delivered first-line support through chat, email, and phone, ensuring timely resolution of customer inquiries and issues.
• Offered expert online assistance for a wide range of services including products, websites, payment processing, and software troubleshooting.
• Maintained a strong focus on customer care and satisfaction, consistently achieving high satisfaction ratings and positive feedback.
• Proactively monitored and managed the escalation backlog within the Customer Service Team, ensuring prompt updates and seamless handovers of pending escalations.