ShuoTing Cheng

Customer Service Supervisor @ Legend Digital

About

Hello, I'm Nancy, a strategic executive with 6+ years in financial services, driving customer experience, operations, and financial advisory across Digital Assets, Fintech, and Insurance. Proven in leading multinational teams, enhancing VIP client engagement, and delivering measurable business impact through data-driven insights and operational excellence. Passionate about translating strategy into action and creating sustainable value for clients, stakeholders, and organizations.

Country

United Arab Emirates

City

Dubai

Industry

Financial Services

Skill

VIP Client Support, Customer Experience Management, Data Analysis, Team Leadership & Training, Fintech Operations, Compliance & KYC/KYB Enforcement, Executive Support, Calendar & Workflow Management, Cross-functional Coordination, Confidential Document Handling, Bilingual Communications, Corporate Translation, Customer Relationship Management (CRM), Financial Risk Management, Team Leadership, Logistics Management, Operations Management, Event Operations, Inventory Control, Safety & Compliance

Experience

Customer Service Supervisor

Legend Digital

2022-10 - Present · 4 yrs

Dubai, United Arab Emirates

As Customer Service Supervisor, I deliver personalized support for VIP and high-value clients in Digital Assets, Blockchain, and Fintech, achieving 95%+ customer satisfaction and seamless onboarding. I analyze B2B and B2C data to identify trends and technical issues, coordinate with technical and banking teams for resolution, and ensure 100% issue closure. Leading and training a team, I develop SOPs, optimize workflows, and enforce compliance, driving operational efficiency while maintaining 24/7 support.

Executive Assistant to the Director

Wenchao Group

2022-8 - 2022-9 · 2 mos

Dubai, United Arab Emirates

As Executive Assistant to the Director, I managed strategic scheduling and prioritized high-impact documentation to streamline executive decision-making. I handled confidential contracts, correspondence, and corporate files, ensuring accuracy and security. Collaborating with Finance, Operations, and Legal, I facilitated seamless administrative operations and timely execution of management action points. I also provided professional bilingual translation (English ⇆ Chinese) of corporate documents, enabling smooth international business communication.

Insurance Sales Supervisor

Mercuries Life Insurance

2019-3 - 2022-7 · 3 yrs 5 mos

Taichung City, Taiwan

As an Insurance Sales Supervisor, I’ve managed over 105 life insurance cases, creating tailored financial plans that meet each client’s unique goals. Consistently exceeding sales targets and delivering exceptional experiences, I earned top-tier recognition. I advise on life, investment-linked, and non-life insurance, resolve policy issues, and foster lasting relationships, while guiding clients through retirement, investment, and risk-management planning to achieve measurable financial progress.

Supervisor

TVG Global Events

2021-10 - 2022-3 · 6 mos

Dubai, United Arab Emirates

As a Supervisor at TVG Global Events for Expo 2020, I led a multinational team of 200+ staff and managed daily warehouse and on-site operations. I oversaw safety compliance, coordinated labor and equipment resources, and supported inventory planning to keep operations running smoothly. I also implemented streamlined picking, verification, and dispatch procedures to ensure accurate checks and on-time delivery to Expo 2020 Dubai venues.