Professional Summary
Accomplished CX Manager and Crypto Analyst with 5 years of experience in the technology sector, specializing in blockchain, start-ups, product management, user journey, and CX strategy. Proven expertise in managing customer interactions, resolving complex technical inquiries, and delivering seamless support. Veteran at identifying customer needs, mitigating risks, and aligning solutions with business objectives. Seeking to contribute to a dynamic, technology-driven organization by leveraging my skills to enhance customer satisfaction, streamline processes, and drive operational success.
Work History
Sorare – Team Lead, Player Experience
September 2023 - Present
- Led Risk and KYC teams, reducing compliance issues by 50%.
- Increased team productivity by 20% through regular performance reviews and feedback sessions.
- Enhanced customer satisfaction scores by 30% through proactive and positive customer interactions.
- Ensured 100% compliance with quality requirements, maintaining high standards across all processes.
Binance.US – Research Analyst, Listing
January 2023 - August 2023
- Developed and updated customer-facing documentation for new cryptocurrency listings and product launches.
- Managed internal support guides for on-chain transactions, trading operations, and custody services.
- Led training initiatives focusing on trading protocols, cryptocurrency transfers, and product offerings.
Binance.US – Team Lead, Customer Experience
June 2021 - December 2022
- Authored and maintained detailed runbook documentation for trading and cryptocurrency transfer processes.
- Led collaborative projects with marketing and design teams to create support videos, enhancing customer engagement.
- Organized and conducted regular team meetings to review complex support tickets and improve resolution strategies.
Binance.US – Associate, Customer Experience
June 2019 - May 2021
- Delivered email support using Zendesk, addressing customer queries and issues efficiently.
Skills
- Team Leadership and Training
- Service Quality Improvement
- CRM Software (Zendesk)
- Knowledge Base Management
- Training & Documentation
- API Integration
- KYC/AML Procedures
- Wallet Security Measures
Additional Information
Certified Bitcoin Professional (CBP), Certified Ethereum Professional (CEP), fluent in Portuguese and Spanish, proficient in PHP, Python, JavaScript, HTML, MySQL, and knowledgeable in Web3 and wallet security measures.
Education
Southern New Hampshire University, Manchester, NH – Bachelor of Science: Management Information Systems
Southern Connecticut State University, New Haven, CT – Bachelor of Science: Economics
Norwalk Community College, Norwalk, CT – Associates: Computer Science