Tetsuya Yokoyama
Bangkok City
Summary
Results-driven Head of Operations with a proven track record in fintech, payment processing, and cryptocurrency transactions. Skilled in process optimization, fraud detection, and margin protection, overseeing daily transactions exceeding 10,000+ per day and a monthly volume of €10M. Strong background in key account management, risk mitigation, and team leadership, with expertise in SQL, automation, and operational analytics. Passionate about leveraging technology to enhance efficiency and scalability in digital finance.
Overview
5
5
years of professional experience
Work History
Head of Operations
OnRamp
12.2023 - Current
- Payment processing: Oversee daily operations handling an average volume of over 10,000 tx/day, 10 million EUR/month. Create a strategy to run 5 different providers with maximized success rate and cost efficiency. Manage ongoing fraud detection measures and chargeback management.
- Key Account Operations Management: Manage the day-to-day operations of key accounts(Acquirer, Gateway, and Merchant relationship), ensuring smooth transactions and addressing operational issues promptly. Troubleshoot and resolve customer/key account-related operational challenges.
- Margin Protection: Help to maintain tight control of all aspects of potential margin leakage through operational issues, including but not limited to optimized intelligent routing, minimization of routine and exceptional downtime, retry strategies, etc.
- Customer Service: Oversee the customer service team ensuring that they have appropriate service level KPIs, that they are appropriately scheduled to provide sufficient cover at all times, and that we maintain high levels of CSAT.
- Project management: Manage product release, working closely with the development team. Critically reviewing new technology, testing products and leading the team for specific product releases.
Customer Service/Operation Manager
Coinweb/OnRamp
11.2021 - 11.2023
- Performance management: Growing a team to operate a 24/7 support channel, including educating the team on new tools and product developments
- Leadership: Providing constructive feedback, coaching, mentoring, motivating, and evaluating the performance of the team on a regular basis
- Experiments & Optimization: Establish strategies/hypotheses by analyzing the operational data, to improve the existing flow. Streamline different types of payments(Credit card, Open banking, and Crypto) into existing standard process
- Coordination: Collaborate with various departments to ensure seamless product delivery, covering the end-to-end process with full compliance and clear understanding across the entire organization
Customer Service Representative
Coinweb/OnRamp
10.2020 - 12.2021
- Streamlining customer services and helpdesks to reduce client queries. Including FAQ information sheets, automation of intercom (helpdesk CRM)
- Handling customer query, KYC verification in a timely manner.
- Collaboration with engineering team to keep continuous improvement of the product and customer satisfaction.
- Transcript English website to be able to support Japanese customer.
Tour Coordinator/Operation representative
Panda Travel Agency Ltd
10.2019 - 12.2020
- Explore and identify new destinations that appeal to Japanese residents in Bangkok and visiting tourists from Japan, then design and create innovative tours
- Manage great amount of reservation tasks by sharing best practice, optimized workflow and knowledge to team members on daily basis
- Analyzed the customers' reaction of advertisement such as social media and paper media then keep improving the approach according to the analysis
Education
1 Year of Exchange Student - English Language And Literature
University of Technology Sydney
Sydney, Australia07-2019
Chemical Engineering - Applied Chemistry
Saitama University
Saitama, Japan04-2018
Skills
- Problem Solving
- Key Account Management
- Critical Analysis
- Project Management(JIRA, Miro
- MS Word, Excel, PowerPoint
- Intercom(helpdesk CRM)
- KYC tool(SumSub, Trulioo)
- Fraud detection tool(SEON, Chainalysis)
- HTML, CSS, Javascript, SQL
Languages
Japanese
Native language
English
Advanced
C1
Thai
Elementary
A2
Chinese (Mandarin)
Elementary
A2
Interests
Industry: IT, Finance, Energy, Engineering, Tourism, Logistics
Automation, AI, Project management, Process optimization, Data Analysis, Leadership&Development
Hobbies
- Passionate about playing sports(Badminton, Golf, swimming)
- Following up with the latest technologies
- Investment
Timeline
Head of Operations
OnRamp
12.2023 - Current
Customer Service/Operation Manager
Coinweb/OnRamp
11.2021 - 11.2023
Customer Service Representative
Coinweb/OnRamp
10.2020 - 12.2021
Tour Coordinator/Operation representative
Panda Travel Agency Ltd
10.2019 - 12.2020
1 Year of Exchange Student - English Language And Literature
University of Technology Sydney
Chemical Engineering - Applied Chemistry
Saitama University
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