Hung Tram

At Vantage, I review complex customer cases involving foreign exchange, cryptocurrency trading, payments, account verification, and security controls. I investigate transaction issues across Fiat, Crypto, and Spot Trading environments, working with financial and operational teams to identify root causes and resolve cases accurately. I also conduct quality reviews of escalated cases and analyze recurring handling issues to improve workflows, SOPs, and operational processes. My work includes guiding clients on AML requirements and monitoring fund activity, as well as performing KYC and KYB verification. At Binance, I supported users with account verification, security, and cryptocurrency payment issues. I reviewed discrepancies, escalated complex cases, and maintained accurate records while handling sensitive customer and transaction information. At Booking.com, I managed customer cases involving bookings and payments across phone, email, and chat. Earlier and alongside these roles, I coordinated international tours and business events, including schedules, logistics, documentation, and interpreting.