Technical Support Management

MELIKSET VARDANYAN

*** ***** ******* #**, ********, New York 11218 P hone: 917-***-**** ********.*********@*****.***

Career Overview

Supervisor of the customer support department with over three years of experience in the foreign exchange industry and have

developed strong managerial, leadership & training skills. I consider myself to be analytical, dedicated, creative, hardworking and

ambitious

Accomplishments

• Decreased live chat latency by 52%

• Increase email and live chat response efficiency

• Introduced an idea to increase the speed of calculating liquidations

• Implemented an idea for a faster account approval process

• Promoted to shift supervisor

Professional Experience

CLIENT & TRADE SUPPORT SPECIALIST - SHIFT SUPERVISOR May, 2012 - Present

FX DIRECT DEALER (FXDD) New York, New York

Foreign exchange broker offering online trading services to more than 120,000 customers

www.fxdd.com

• Provide guidance to staff members

• Interact with in-house legal team to log customer complaints, report fraudulent activity, and

update account information

• Conduct background checks using management information services (MIS) and world check

• Train, mentor, and manage new employees on topics including trading platform overview, how to properly handle emails and

calls, application process, account approvals, trading inquiries, and calculations of client position exposure

• Analyze margin requirements and leverage levels

• Examine client portfolios to ensure the appropriate levels are always in place

• Investigate, resolve and reconcile trading discrepancies, disputes and improper executions

• Execute trades for clients

• Assist with NFA audits and completed annual Anti Money Laundering program

• Offer support on foreign exchange derivatives such as futures and options

• Provide information on pending orders and types of executions that we offer

• Conduct weekly and monthly employee performance reports

FOREX ASSOCIATE June, 2011 – May, 2012

FX DIRECT DEALER (FXDD) New York, New York

• Used customer relationship management (CRM) software to log clients’ account data

• Provided world class technical support for 6 different trading platforms

• Explained the liquidation process and different execution models to clients

• Processed new account applications

• Managed a high-volume workload within a deadline-driven environment

• Addressed all major client complaints and internal operational issues

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• Reviewed client accounts, ordered executions

• Reviewed redemption requests and deposit receipts

• Collaborated with dealing and technical support desks to solve platform and trade issues

Languages

Fluent in Russian and English

Professional Affiliations

• Series 34 License (Retail Off- Exchange Forex)

• Basic Life Support (BLS) and AED certification TC ID# NY20449

Education and Training

Bachelor of Arts: Psychology GPA: 3.2/4.0 Graduation year: 2014

Hunter College - CUNY New York, New York

• Assisted children with special needs - volunteer work (Part-Time)

Areas of Expertise

- Highly skilled in Forex Trading Platforms: MetaTrader, Mirror Trader, Swordfish, MTXtreme, Multi-Terminal, JForex

- Microsoft Office: Excel, Word, PowerPoint, Outlook

- Foreign Exchange, Binary Options and Futures

- Oracle on Demand

- CRM on Demand

- Management information services (MIS) and World Check

- Apptracker

- XwareBackoffice

- Cisco

- Adobe Acrobat

- SPSS Statistics

- Basic knowledge of HTML

- Excellent communication skills

- Provide exceptional customer support

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- Strong interpersonal, leadership, supervisory and training skills

Contact this candidate