andreame

My tenure as a Customer Support Specialist at Binance, spanning over 2 years October 2021 - February 2024, has been marked by a continuous focus on value addition and exemplary performance across three distinct departments. My efforts have consistently met and exceeded expectations, as evidenced by my consistently high employee performance evaluations and ratings. My commitment to maintaining high-quality standards and providing specialist attention to detail has been instrumental in my success in the following roles. - P2P Investigations Agent: In this role, I conducted post-trade investigations, leveraging my expertise in data analysis, scam strategies, anti-scam system implementation, and source of funds verification. I also meticulously handled special verifications of documents such as bank statements and source of funds proofs to ensure compliance with regional regulations. - VIP Agent: As a VIP Agent, I adopted a user-focused mindset and facilitated seamless collaboration among teams. I adeptly managed thousands of cases from VIP and high-category users, communicating in various languages and primarily through email, calls, and online service chats. - Frontline Agent: In this capacity, I provided cross-support to different teams during periods of significant volume increase. I delivered assistance and served as an experience analyst, providing valuable feedback to the product team for continuous improvements and the development of new tools and features. Throughout my tenure at Binance, I have consistently demonstrated a commitment to excellence, professionalism, and a customer-centric approach, which has contributed to the overall success and growth of the organization

Customer Service Expert at Uber Systems, Madrid, February — May 2019. My role encompassed providing training workshops to users, offering technical support for software and hardware, drafting incident reports, and managing special cases requiring additional attention. In addition to my customer service responsibilities, I conducted market research to facilitate the company's expansion into new cities within the Spanish market.

At Rebellion (October 2019 - September 2021), a startup focused on the youth market, I played a pivotal role in launching and managing a prepaid card offering convenience, discounts, and free cash withdrawals worldwide, supported by a user-friendly app design. My responsibilities included developing and implementing solution systems, creating website content, and participating in stakeholder meetings and roadmaps for future development. I collaborated with the Marketing department to optimize campaign impact, worked with the Dev team to address bugs and enhance functionality, and designed an onboarding/offboarding system for users and support agents. This experience showcased my versatility and effectiveness in a startup environment.

KPI’s analysis,inbound and outbound calls for different services such as follow ups, mentoring and incident report for other departments, online chat support for the Spanish, American, North Europe and Latin Markets. Also I became part of the Giraffe team at Airbnb.