peuchaves
Customer Service Specialist
My name is Pedro Martins, and I am a 32-year-old architect and urban planner with over eight years of experience in customer service. I am fluent in Portuguese and English and have worked across various roles, from QA Analyst to Supervisor, leading high-performing sales teams. I earned national recognition for my credit card activation services at Banco Itaú.
My background spans multiple industries, including fintech, telecommunications, and cryptocurrency. At Binance, one of the world’s largest cryptocurrency exchanges, I transitioned from Customer Service Representative to the Security team. In this role, I investigated trading activities, enforced Know Your Customer (KYC), Know Your Business (KYB), Customer Due Diligence (CDD), and Enhanced Due Diligence (EDD) protocols, and implemented fraud prevention measures. I also have experience with SaaS, B2B, and White Label operations, working with platforms such as Zendesk, Intercom Business Messenger, and Bria 5.
I am eager to leverage my expertise in security, risk operations, and customer engagement to contribute to your team. I am open to opportunities and look forward to discussing how my skills align with your company’s needs.
Experience: 5 years
Yearly salary: $24,000
Hourly rate: $15
Nationality: 🇧🇷 Brazil
Residency: 🇵🇹 Portugal
Experience
Security Customer Service
Binance Holdings Limited 2021 - 2023
Provided customer support via chat and video calls, addressing users' needs, questions, and complaints related to the Binance platform and the cryptocurrency market. Conducted investigations into cryptocurrency trading activity, implementing precautionary measures to ensure market integrity and prevent fraudulent activities. Leveraged proprietary tools and protocols to execute Know Your Customer (KYC), Know Your Business (KYB), and Politically Exposed Persons (PEPs) procedures, ensuring compliance with regulatory requirements. Close contact with Anti-Money Laundering (AML) tools, analyzing customer transactions, identifying suspicious activities, and collaborating with risk and fraud teams to mitigate financial crime. Experienced in key areas such as KPI management, Customer Due Diligence (CDD) & Enhanced Due Diligence (EDD) analysis, onboarding, security, fraud detection, risk operations, and internal data investigations.
Customer Success Agent
ASAAS Gestão Financeira S.A. 2021 - 2021
Assisted customers via chat, phone, and email, identifying their needs and providing tailored solutions for ASAAS’s B2B services through Intercom Business Messenger and Bria 5. Ensured accuracy and accountability in customer interactions while resolving issues efficiently. Conducted quality assurance assessments using the PlayVox platform to maintain high service standards. Managed and analyzed performance metrics via Metabase, prioritizing tasks to meet goals and service deadlines. Adapted to a fast-paced, collaborative environment, demonstrating both leadership and teamwork to drive customer satisfaction and operational success.
Bilingual Assistant
Speedmais 2019 - 2021
Handled bilingual customer support (English) via telephone, chat, and email for Banco do Brasil, Banco do Brasil Japan, Visa, and Mastercard. Performed real-time interpretation and translation of faxes while addressing customer inquiries and resolving issues. Ensured clear and effective communication between clients and financial institutions, maintaining high service standards across multiple channels.
Call Center Supervisor
Grupo Provider 2011 - 2015
Managed a team of Contact Center operators, overseeing performance, implementing strategic sales planning, and ensuring adherence to Quality Assurance (QA) standards. Monitored daily operations, analyzed results, and developed action plans to achieve goals set by the management team and clients. Led motivational campaigns to enhance team engagement and productivity. Provided sales support and managed collection services for Hipercard and Marisa credit cards, delivering customer service solutions for Banco Itaú.
Skills
customer-support
english
portuguese