Professional Summary
Experienced Customer Service Associate with 2 years of experience in the technology sector, specializing in blockchain, smart contracts, and cryptocurrency. Proficient in managing customer interactions and resolving complex technical issues. Skilled in understanding and meeting customer needs, managing risk, and contributing to business objectives. Seeking a role in a progressive, technology-driven enterprise where I can leverage my expertise to enhance customer satisfaction and support operational excellence.
Work History
Binance.US - Senior Crypto Associate, Customer Support
January 2023 - August 2023
- Developed and updated customer-facing documentation for new cryptocurrency listings and product launches.
- Led training initiatives for new support associates and managers, enhancing team expertise and service quality.
- Operated as a Hot Wallet Rate Limit Controller to manage customer withdrawals efficiently.
Binance.US – Crypto Associate, Customer Support
June 2022 - December 2022
- Authored and maintained detailed runbook documentation for trading and cryptocurrency transfer processes.
- Led a collaborative project with marketing and design teams to create support videos.
Binance.US - Analyst, Customer Support
June 2021 - May 2022
- Delivered email support using Zendesk, addressing queries and issues efficiently.
- Created and managed support macros and Help Center articles tailored to advanced trading interfaces.
Skills
- Customer Interaction Management
- Support Ticket Systems
- CRM Software
- Transaction Monitoring
- Knowledge Base Management
- Training & Documentation
- API Tool Usage
- Asana
- Jira
- Zendesk
Additional Information
Certified Bitcoin Professional (CBP), fluent in Portuguese and Spanish, skilled in PHP, Python, JavaScript, HTML, MySQL, and understanding of Web3 and wallet security measures.
Education
Norwalk Community College – Norwalk, CT
A.S. in Computer Science