Ajay Kumar

[Delta Exchange], Singapore (Remote) — Senior Customer Executive → Promoted to Product Manager
December 2022 – Present

Delta Exchange is a leading global platform for trading Bitcoin, Ethereum, Ripple, Stellar Lumens, and other top cryptocurrencies, offering up to 100x leverage on Bitcoin futures.

• Delivered high-quality customer support for a wide range of trading products including options, futures, spot, and crypto via chat, email, and Telegram.
• Handled KYC and AML checks, ensuring compliance with regulatory standards and securing a seamless onboarding process for users.
• Managed account-related operations, including INR deposit and withdrawal processes, providing reliable solutions to customers in real time.
• Played a key role in Telegram chat automation, significantly reducing response time and improving support team efficiency.
• Actively collaborated with cross-functional teams to enhance product features based on customer feedback and operational insights.
• Promoted to Product Manager for demonstrating initiative, leadership, and consistently high customer satisfaction, contributing to process improvements and overall team performance.

[Qizil21 Software Pvt Ltd], Mumbai (Remote) — Senior Customer Executive
May 2021 – September 2022

• Delivered customer support via email and chat for WazirX, India’s most trusted cryptocurrency exchange for trading Bitcoin, Ethereum, Ripple, Litecoin, and other major digital assets.
• Resolved complex customer queries and concerns related to account management, crypto/INR trading, deposits, withdrawals, and dispute settlement.
• Managed P2P trade escalations and recovery cases, including INR and crypto withdrawal queues and P2P transaction issues.
• Proposed and implemented efficient response scripts that significantly reduced Average Handling Time (AHT) and improved Customer Satisfaction Score (CSAT).
• Played a key role in crypto deposit and withdrawal recovery operations, ensuring secure and timely fund resolution.

[P.S. Inteligencia Pvt Ltd], Noida — Back Office Analyst
May 2020 to April 2021

• Worked with an IT-based organization specializing in delivering digital solutions to help businesses become more agile, scalable, and competitive.
• Handled the email support process focused on resolving customer queries related to e-commerce, including order cancellations, returns, and refunds.
• Provided timely and accurate resolutions to customer concerns, ensuring high customer satisfaction and process efficiency.
• Maintained detailed records of interactions and followed escalation protocols for complex cases.
• Played a key role in supporting seamless operations during peak demand periods.

[Hotelogix India Pvt. Ltd], Noida — Customer Representative Executive
March 2019 to April 2020

• Worked with Hotelogix, a global Property Management System (PMS) provider offering cloud-based solutions to hotels and hospitality businesses.
• Delivered end-to-end chat and email support to clients across international markets.
• Resolved queries related to bookings, inventory management, reporting tools, and onboarding processes with a strong focus on accuracy and customer satisfaction.
• Consistently provided prompt, reliable solutions tailored to individual client needs, improving user experience and customer retention.

[CY Future Pvt. Ltd], Noida — Customer Care Executive
March 2017 to March 2019

• Provided customer support via live chat for Club Factory, a global e-commerce platform offering products such as clothing, electronics, and home appliances.
• Resolved a wide range of customer queries and concerns efficiently, ensuring high customer satisfaction through clear communication and timely solutions.
• Managed e-commerce support operations, including order cancellations, return processing, refund coordination, and product-related queries.
• Demonstrated excellent problem-solving skills and product knowledge to deliver prompt, accurate, and empathetic responses.