Marketer

Led brand strategy and positioning across Web3-native and traditional channels, increasing community trust and brand's visibility. Designed and executed multi-stage go-to-market campaigns for product updates, token launches or new listing, platform features, and protocol upgrades. Handled KOLs via Affiliate to collaborate with them either with a budget by considering ROI and analyzed the performance. Also, controlled user acquisition through influencer partnerships, paid ads, and organic channels. Built and managed a cross-functional team (growth, content, social, community), aligning output with roadmap and KPIs as well as owning PR, narrative building, and crisis communication. Assisted listing integrations by collaborating with CEXs, DEXs, aggregators, and Web3 ecosystem partners or builders. Analyzed APP bugs, sent feedback to tech product, UI teams to help with the optimization of the APP, project, and campaigns, also by checking our competitors. To boost the visibility of the campaigns and the platform on ads and analytics, I consulted tools like Semrush, Ahref, Edius, CGI video creation, Canva, CGPT, Invideo.ai etc. Gained AML, EDD, KYC, SAR experience.

Managed all social media channels by planning, creating, and publishing content aligned with the brand’s voice and strategy. Engaged with the community daily across platforms such as Telegram, Discord, and X (Twitter), responding to inquiries and maintaining a positive environment. Monitored community sentiment and trends, providing regular feedback to internal teams to support product and marketing decisions. Executed growth initiatives, including AMAs, partnership campaigns, and content collaborations to increase brand visibility and user engagement in addition to offline event arrangements. Acted as a bridge between users, developers, and the marketing team—translating updates, announcements, and technical information into clear messaging. While assisting in creating SM strategies for local users, the skill that distinguished me sharply from the other senior agents was that I could use my language skills to handle Turkish, English, Spanish, Italian, Portuguese, German, French, and partly Russian and Chinese inquiries. Handled online campaigns on the community and social, as well as creating games and polls for community growth with a budget. Analyzed the results and data like CPC, CPT, and discussed with managers to improve the system with new strategies.

Enhanced user experience by analyzing error reports from customers regarding payment and KYC processes. Investigated banking restrictions and developed strategies to boost system stability and performance. Conducted a thorough analysis of the live chat workflow, collaborating with Tech and UX teams to enhance usability and ensure a seamless user experience. Worked closely with the legal department to streamline the compliance and legal suspension process, making it more user-friendly and less cumbersome for customers. Continuously monitored competitors, providing insights and recommendations for the development lifecycle of our website, app, and customer management tools. Used the budget allocation efficiently by establishing KPI metrics and analyzing performance success across various initiatives. Handled cases from Asia, LATAM and Africa specially about the cash flow coming and leaving Binance for users utilizing P2P payment method, as well as analyzing and making decisions on some discussions between buyers and VIP merchants.

My success story in Binance started in German Language Line, I was selected as the agent with the fourth highest KPI of all global team in July, August and September (including all language lines 1000+ People). So with this consecutive success, I was selected one of the best CS agent of Binance in Q3.

Joined Italian Language Line because of the growing demand in Italia and helped users mainly from Italy, Malta, Switzerland and Germany managing with all kinds of cases from compliance issues to external/internal crypto and fiat transfers issues. I was selected as the best agent of all 17 language lines with the highest FCR, Closed Chat, CSAT and QA score.

I learned special bank systems of Brazil, money transfers via PIX, TED and controlled cash flow to Binance from users in Brazil and Portugal.

I handled cases about account function, deposit/withdrawal issues on block-chain and on Spot, also compliance issues for global users from Singapore, China, Japan, Canada, Nigeria locals etc. I learned local internal regulations of finance sector on crypto and fiat money in many countries. With my performance, I was selected as the top %30 best performers of Binance Customer Support in April at global level after joining the team recently.

I used CRM Programs to set my daily goals and communicate with clients. I dealt with the e-mail traffic coming from clients to convince them to make a deposit on our financial institution to increase the profit of our company on the market thanks to our investment experts. I was in charge of explaining leverage system on cryptocurrencies and stocks to the customers from LATAM countries in Spanish and English.