Hi there,
I hope this finds you safe and well!
I consider myself blessed and privileged to have had this rare understanding and awareness of the Web3 industry since 2017. I have 6 years of working experience in the crypto marketplace and more than 15 years in the fields of CS and Sales. My responsibilities revolved around handling cryptocurrency exchanges (CEX and DEX), providing crypto coaching, approving/rejecting KYC applications, business development, resolving trading disputes, managing inbound and outbound sales teams, customer service, account management, and retention teams for B2B or B2C campaigns. Through these job experiences, I have accumulated a wealth of knowledge about various crypto use cases, cloud-based platforms, blockchain explorers, and transaction details. Some of my key qualities are building relationships with clients, having wide connections in the Web3 industry, analyzing skills, logical probing, and handling situations and disputes professionally, which I can bring to the table and that will strongly benefit your organization. I am also acquainted with a number of tools and applications, including Intercom, Zendesk, Slack, Jira, Notion, Telegram, Discord, TeamViewer, Salesforce, Zoom, Persona, Linkedin, Sales Navigator, Stripe, Reddit, Quora, ClickUp, Skype, HelloSign, SendGrid, etc. Some of my public speaking appearances have been covered by national media, such as this one: https://www.pressreader.com/philippines/the-philippine-star/20191029/282037623955065.
It would be great if we could meet for an interview round. Here's my LinkedIn Profile: https://www.linkedin.com/in/carlo-vincent-mercado/ and please find my resume attached herewith. Have a blessed day ahead!
Warm Regards,
Carlo
Experience: 2 years
Yearly salary: $50,000
Hourly rate: $25
Nationality: 🇵🇠Philippines
Residency: 🇵🇠Philippines
Experience
customer success associate (contractor)
tokenmetrics (tm) 2021 - 2022
guiding subscribers in making intelligent decisions that will supplement their trading experience, strategies, and risk appetite. responding promptly to customer inquiries about technical or fundamental analysis data generated by tm platform’s smart ai and ml algorithms. communicating with customers through various channels. acknowledging and resolving customer complaints. knowing tm products inside and out as an sme. processing orders, forms, applications, and requests. keeping records of customer interactions, transactions, comments, and complaints. communicating and coordinating with colleagues as necessary. providing feedback on the efficiency of the customer service process. ensure customer satisfaction and provide professional customer support.
dispute analyst
localcoinswap 2020 - 2021
responding to customer support queries across various channels and ensuring user satisfaction. investigating p2p trade disputes and providing resolutions through escrow service. helping with the creation of faq articles in line with common customer issues. providing service excellence so as to develop and maintain customer loyalty. assisting the team with any other ad hoc tasks assigned. this may include product testing, translations, etc.
account executive (consultant)
blockchain intelligence group 2020 - 2021
dealing with law-enforcement, regulators, financial institutions, crypto wallets/exchanges, and private sectors, which are engaged in the cryptocurrency marketplace. helping the government and private financial sectors know what’s going on behind cryptocurrency transactions through education and introducing our compliance suite (system platform). offering in-depth training (as a certified cryptocurrency investigator) that focuses on important matters-- the basics of cryptocurrency, understanding blockchain technology, how dark-web marketplaces and crypto work together, real-world crypto investigation tactics and tools to analyze crimes.
project manager
zybi tech. inc. (licensed e-money issuer/virtual currency exchange co.) 2019 - 2020
managing all aspects of the virtual currency exchange product throughout its lifecycle (pre-product launching - product launching - bsp audit - cor issuance). collaborating with different departments in product development, customer service, sales and marketing strategies. directly communicating recommendations to the c-level or board of directors. presented the vce product and represented zybi tech inc. to the auditors during the bsp (banko sentral ng pilipinas) audit. managing the admin portal, kyc, trading exchange platform, transaction details extraction, and central vce wallet. managing the different company community platforms for vce by answering inquiries, concerns, processes, investing opportunities, everything there is to know about the field of cryptocurrency, wallets, exchanges and the trading platforms.
cryptocurrency coach
stansberry research (loop contact solutions) 2017 - 2019
providing clients step by step guides on how to set up crypto wallets, exchanges, and how to buy/sell/trade cryptocurrencies. (as a crypto coach). handling inbound / outbound sales / retention departments. selling premium online investment subscriptions including dividend investing, energy and precious metals investments, alternative assets, crypto assets, etc. main approach is to choose the strongest cryptocurrency assets with the highest potential, and then guide subscribers, step by step, on how to buy them. ensuring that the clients also get world-class customer service experience.
senior team leader/training manager
colewell marketing/learn to trade (forex companies) 2016 - 2017
handling outbound sales and offering our forex products and services. providing help with a range of forex investments, cfd products, and financial markets. providing the trainees/new hires live lessons and education about everything they need to know about forex trading and the company’s platform. recruiting a diverse team of experts who have worked across all areas of financial and legal services. working with clients and management to get the best performance from agents. driving the business to increase profits. keeping employees motivated and organizing appropriate training using tools like zoom/teamviewer/skype. conducting training sessions with new hires regarding ftd and retention’s scope of work. producing materials for training requirements. collaborate thoughts and ideas with the management team and evolve those into more efficient methods in accordance with the company’s standard process.
licensed financial adviser
manulife 2012 - 2016
helping clients to figure out how much insurance they can afford, as well as how much coverage they need to ensure their loved ones will be cared for upon their passing. educating clients on how to allocate a portion of their premium to a separate account comprised of various instruments and investment funds within the insurance company's portfolio, such as stocks, bonds, equity funds, etc.
account manager
vxi global holdings (vonage) 2009 - 2013
handling customer retention or saving customers from cancelling their accounts, gives appropriate solutions to customer’s inconveniences to keep a good business relationship with them. re-selling the value of vonage and providing offers that are not advertised to the website nor our cs reps can provide to our clients cancelling their accounts—if necessary. handling inbound calls, sales, inquiries, account researches and billing concerns if needed by the. poc in supervising, training, motivating and evaluating the agents in tracking performance metrics like productivity, quality check, attendance and goal attainment. poc in preparing management and operations related reports like productivity, sales, customer satisfaction, workforce schedule and analysis.
customer service representative
parlance systems inc. (dish network) and various bpos 2004 - 2008
handling customer service with upselling. handling customer retention or canceling customers, gives appropriate solutions to customer’s inconveniences to keep a good business relationship with them. handling inbound calls, sales, inquiries, account researches and billing concerns for dish network. handling inbound calls, inquiries, account activation and maintenance. performing other duties as assigned by management from time to time
Skills
business-development
community-manager
customer-success
customer-support
kyc