Vu K.
Mid-Level Cryptocurrency Operations Consultant
Open to offersNew to PlatformAbout
Ngan V. is a seasoned professional in the field of operations and customer support, currently based in Ho Chi Minh, Vietnam. With a Bachelor's degree in Commerce from RMIT University, Ngan has amassed significant experience in the cryptocurrency industry, notably holding the role of Consultant Operations Serving at FTX Japan from August 2022 to August 2025. There, they adeptly managed wallet operations and facilitated asset transfers during major acquisitions, ensuring compliance with AML/KYC regulations. Previously, as Operations Manager at Liquid Ltd., Ngan oversaw daily payment operations, collaborating with banks to streamline processes and enhance efficiency. Earlier in their career, Ngan excelled as a Customer Support Team Lead, where they guided and trained teams to improve service quality and resolution times. This expertise is further backed by their tenure as a Customer Service Representative at AIG Vietnam and Commonwealth Bank of Australia. Ngan's proficiency in tools such as Zendesk, Intercom, and Jira, coupled with a strong orientation towards customer satisfaction, highlights a career dedicated to operational excellence and compliance.
Experience
Consultant Operations Serving
FTX Japan (formerly Liquid, acquired by FTX) · 2022 — 2025Assisted in wallet operations and supported customer migration during two acquisitions to maintain operational continuity. Facilitated asset transfers for migration and ensured compliance with AML/KYC regulations. Coordinated with stakeholders to address wallet issues and managed transaction movements across exchanges. Collaborated with both internal and external stakeholders on projects to ensure effective communication and successful project completion.Operations Manager (Settlement)
Liquid Ltd. · 2019 — 2022Managed daily wallet and payment operations for both fiat and crypto. Monitored positions and balances, executing foreign exchange transactions to ensure sufficient settlement funds. Worked closely with banking partners for account management and payment processing while streamlining workflows to enhance efficiency. Resolved business process issues alongside relevant teams and provided training and coaching to minimize errors. Proposed initiatives to increase automation and improve customer experiences, alongside token listing and delisting coordination. Conducted system testing, identified bugs, and facilitated system enhancements.Customer Support Team Lead
Liquid Ltd. · 2018 — 2019Supervised the customer support team to ensure adherence to service policies while handling complex inquiries. Monitored service policies effectiveness in collaboration with other leaders. Guided the support team to improve resolution times and enhance member satisfaction, assisted in training and orientation activities, and provided regular developmental feedback to ensure compliance with guidelines and policies.Customer Support and Operations
Liquid Ltd. · 2017 — 2018Performed due diligence and risk assessments on customers in accordance with internal KYC/AML policies. Assisted customers through multiple channels and collaborated with internal teams to address inquiries and resolve issues promptly.Customer Service Representative
AIG Vietnam · 2013 — 2016Delivered excellent customer service through phone, email, and in-person interactions. Addressed customer complaints effectively and performed outbound calls for telemarketing and surveys. Identified cross-selling and up-selling opportunities while training new staff on standard procedures and tools.Customer Service Representative
Commonwealth Bank of Australia · 2011 — 2012Supported the sales team in reaching sales and service targets while responding to customer inquiries regarding bank account offerings. Assisted the CSR Non Cash Team in serving walk-in clients and promoted bank products to customers on project lists, ensuring transaction accuracy aligned with quality standards.
Skills & Expertise
Education
- Bachelor of CommerceRMIT University · 2007 — 2011
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