Experience

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  Poloniex

  • Technology, Information and Internet
  • 100 - 200 Employee

  • Trust & Safety Manager

    • Jun 2022 - May 2023

    • Led an international team of 6 analysts (both junior and senior) based in Hong Kong and the United States, ensuring 24/7 coverage focused on Asia and US time zones. • Provided crucial guidance, training, project direction, and quality assurance to analysts, fostering the growth of their crypto knowledge and work autonomy. • Successfully negotiated with third-party software provider Zerofox and previous parent company Circle to resolve outstanding disputes related to customers' funds. • Actively participated in cross-functional meetings with security, product, and engineering teams, contributing solutions to platform security challenges. • Represented the Trust & Safety team in company-wide meetings and delivered quarterly reports on team achievements.

  • Senior Trust & Safety Analyst

    • Jun 2021 - May 2022

    • Skillfully resolved issues including Extraction attacks, unauthorized withdrawals, phishing attacks, wash trading, and general Account Takeover (ATO) incidents.• Collaborated with the compliance team to develop a framework for refunding customers' funds that were initially stolen, halted, and frozen on the platform.• Managed and supported 2 junior analysts in Hong Kong and contributed to the growth of the US team.• Led efforts to enhance a security trigger, resulting in a 90% reduction in customer fund losses, uncovering an unnoticed flaw existing for years.• Managed a team of 4 members (3 in HK and 1 in the US), proactively identifying and reporting security issues on the platform for resolution.• Received the Employee of the Quarter award for clearing email backlog and stabilizing the team after the departure of the previous manager.

  • Trust & Safety Analyst

    • Jun 2020 - May 2021

    • Addressed customer security inquiries through email communication.• Conducted investigations into suspicious transactions using Elliptic.• Proficient in software usage: Zerofox, Splunk, Zendesk, Elliptic.

  • CX Specialist & Community Support Associate

    • Jan 2020 - May 2020

    • Managed customer onboarding to the trading platform utilizing tools such as EVS or OFAC.• Applied stringent customer screening based on login behavior and document verification to mitigate fraudulent activity.• Resolved email queries related to crypto-trading, including margin trading, transactions, and misdirected deposits.

  • CX Associate

    • Jun 2019 - Dec 2019

    • Demonstrated knowledge of cryptocurrencies, crypto exchanges, and operational processes.• Successfully addressed customer inquiries through live chat and email support (via Zendesk).

• 

  OTCex

  • Hong Kong SAR

  • Index Options Desk - Middle Officer

    • Dec 2017 - Mar 2018
    • Hong Kong SAR

    • Facilitated communication between brokers and market makers, disseminating bid/ask prices to various investment banks.• Managed order confirmations within a fast-paced financial environment.• Summarized P&L data for individual brokers.

• 

  Tradition

  • Hong Kong SAR

  • Index Options Desk - Middle Officer

    • Oct 2010 - Jun 2011
    • Hong Kong SAR

    • Managed diverse option strategies from global markets, including HSCEI, HSI, KOSPI, NIFTY, etc.• Assisted with transaction execution, settlement, and price reporting for institutional clients.

• 

  Income Partners Asset Management

  • Hong Kong SAR

  • Intern in Middle Office

    • Aug 2010 - Oct 2010
    • Hong Kong SAR

    • Conducted transaction bookings, maintained current position balance, and conducted financial instrument research on Bloomberg.• Regularly updated positions and prices, maintaining an accurate database.