joanchavezm

VIP Account Services Binance 

Customer Service Representative (06/21 -12/21)
 • Handled customer inquiries and issues via chats, providing 7*24h online 

service to regular customers.
•Supported other business units with customer liaison, accurately 

document customer requests and advices, and provided feedback in the 

form of documentation.
• Maintained high grade KPI goals focused on Customer Satisfaction, First 

Contact Resolution and Quality Assurance.
• Fully trained in all Business Units related to frontline Binance services (Tier 

A). 

VIP Agent (12/21 - 12/22)
 • Provided personalised and top-tier assistance via chat and phone call 

services to the organisation`s most important customers, including VIP, 

Institutional, Key Opinion Leaders and Broker accounts.
 • Collaborated with Shift Leaders in the growth and development of VIP services by mentoring other agents and language lines to increase 

quality service.
 • Fully trained in all Business Units (Tier B) including P2P Investigations and 

Financial Derivatives. 

VIP Shift Leader (01/23 - 01/24)
 • Responsible for VIP Spanish team of 12 agents, and Co-Responsible for 

the 6 VIP language oriented teams of 76 agents.
 • Collaborated with POCs for the early detection of arising hot issues and 

the correction and creation of updated SOPs.
 • Created and provided new trainings for agents focused on Oral Skills, 

Writings Skills and Negotiation Skills.
 • Performed daily data analysis and case analysis to ensure consistency.
 • Maintained daily collaboration with VIP Operations to address incoming 

requests by high grade VIP customers. Department VIP CS Email [email protected] 

04/2021 – 06/2021 Madrid, Spain Account Services Blockchain.com 

• Handling of customer issues in the Zendesk platform. • Escalated issues out of SOP to tackle emerging issues. • Maintained high grade KPI targets.