Michael David Ruiz

I am a Customer Experience and Quality Assurance professional with over seven years of experience in the FX brokerage and financial services industry, specializing in delivering high-quality client support, driving process improvements, and ensuring regulatory compliance across global teams. My career journey has taken me from frontline sales and customer support roles to leadership positions where I now oversee quality assurance initiatives and customer experience strategies.

Currently working as a Quality Assurance Manager, I lead cross-functional efforts to maintain and elevate service standards across customer support, account management, and onboarding functions. I focus on building scalable QA frameworks, conducting audits to identify process gaps, and implementing corrective actions that improve both operational efficiency and client satisfaction. I also collaborate closely with operations, CX, and commercial teams to strengthen engagement strategies and enhance client retention.

Throughout my career, I have developed a strong foundation in customer lifecycle management, from onboarding and KYC compliance to ongoing support and relationship management. I take pride in ensuring that every customer interaction meets high-quality standards while aligning with regulatory requirements. My experience includes monitoring and evaluating support interactions, developing QA scorecards, and leading training and coaching initiatives that empower teams to consistently deliver exceptional service.

Prior to my current role, I served as a Customer Support Team Lead, where I managed a team providing multi-channel support to global FX traders. In this role, I handled complex escalations, optimized workflows, and worked closely with product and technical teams to resolve platform issues and minimize downtime. I also played a key role in improving response times and operational efficiency through better ticket management and prioritization systems.

My early career in technical support and sales helped me build a well-rounded skill set that combines strong communication, analytical thinking, and customer-centric problem solving. I have hands-on experience with trading platforms such as MetaTrader (MT4/MT5), and I understand the importance of clear, accurate guidance in helping clients navigate financial products and services.

I am particularly passionate about continuous improvement—whether through QA automation, data-driven insights, or coaching and mentoring team members. I believe that great customer experience is built on consistency, empathy, and a deep understanding of both client needs and operational processes.

With a proven track record of improving service quality, enhancing team performance, and driving customer satisfaction, I am always looking for opportunities where I can contribute to building efficient, client-focused operations and delivering measurable business impact.