borismonod

Senior Customer Support Agent

My Blockchain experience

I heard the first time about bitcoin in 2013, I liked a lot the philosophy to build a new and decentralized economy based on the people and not governments, which resonated with my own values. I bought half of a bitcoin around 150€ at this time, and I forget a bit about it. When December 2017 came, I saw on TV “Bitcoin reach 20000$!”, I remembered about my wallet and decide to sell this half of bitcoin for around 8000$. The best trade in my life!

Since then, I came closer and closer of the ecosystem and begin to trade, to Hodl, to use Defi, build nodes…

 

I worked almost 1 year for the social crypto-trading platform, zignaly.com (ZigDAO) as a customer support agent. I improve my skills there around most of the problems that can face customers with a trading platform, and coding Python scripts to solve customer problems before they send a ticket by scanning the database, researching for technical bugs. To improve my job at this time, I read ' The Effortless Experience' by Matthew Dixon, a book around Customer Satisfaction very interesting on the way to apply the most effortless experience possible for customers, which means satisfaction at the end.

 

After Zignaly, I had the chance to integrate the biggest crypto exchange, Binance. I worked also as a Customer Support Representative for French customers mainly, but we had to help also in all the other languages with an automatic translator. This experience was highly valuable as the KPI to reach were very high, and the quality of service had to be the best possible, with as high as 98% target for customer satisfaction. I participated also to several project in order to optimize and improve the customer service platform that we use, for example integrate some scripts to time the chats and display the response time in live to the agent, or help the management improve the KPI evaluations.


Experience: 8 years

Yearly salary: $28,000

Hourly rate: $25

Nationality: 🇫🇷 France

Residency: 🇪🇸 Spain

Experience:

Period Title Company
2022 - 2023 Customer Representative L3 (Full Spectrum Skills) BINANCE
2021 - 2022 Customer Representative L2 (Full Spectrum Skills) ZIGNALY
2018 - 2021 Freelance ETHICAL-IP
2010 - 2018 Network Administration ORANGE

Skills:

ai
big-data
blockchain
defi
python
customer-support
english
french
spanish