Customer Support Specialist

Rate, USD
Not specified
Work schedule
Full Time,
Language skills
English, Italian, Romanian
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About me

Since 2003, I’ve honed my customer service skills in the tourism and hospitality sectors, managing guest houses and reservations. I’ve ventured into banking, insurance, and automotive, mastering client relations. Embracing cryptocurrency, I’ve managed EDD, KYC, and more. Detail-oriented, analytical, and dedicated to excellence.

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Sep 2022 - Jul 2023 Customer Support Specialist @ BINANCE EXCHANGE

– Expertly supported customers, ensuring a seamless user experience
– Guided users through the platform, enabling them to navigate with ease
– Facilitated secure and efficient cryptocurrency transactions (deposits and withdrawals) – Ensured compliance with KYC and EDD procedures for enhanced security
– Resolved issues pertaining to orders, trades, and on-chain analysis effectively – Managed customer complaints by offering accurate and satisfactory solutions – Maintained clear communication across departments while following established guidelines and procedures.

Apr 2021 - Sep 2022 Customer Support Specialist @ MODSQUAD - Spotify Project

1. Managed users through chat (up to 6 users contemporarily) and email (up to 100 emails managed per day):
– interact with users and provide them with assistance through chat and email channels. During my tenure, I successfully managed up to 6 users simultaneously through chat, handling their inquiries, resolving issues, and addressing their concerns in real-time. This required strong multitasking skills, quick thinking, and the ability to prioritize and address multiple users’ needs simultaneously. Additionally, I efficiently managed up to 100 emails per day, responding to user queries, providing comprehensive solutions, and offering timely resolutions.
This achievement showcases my ability to handle a high volume of email correspondence while ensuring that each user received personalized and satisfactory responses. My dedication to providing excellent customer support allowed me to maintain a high level of user satisfaction and positive feedback.
2. Trainer for new employees:
– In recognition of my expertise and proficiency in customer support processes and platform knowledge, I was assigned the role of a trainer for new employees joining the customer support team at ModSquad. As a trainer, I played a crucial role in onboarding and guiding new team members, imparting essential knowledge about the company’s products, policies, and best practices.

Apr 2020 - Dec 2020 Customer Support Specialist @ AMAZON

1. Managed users through inbound calls and email (up to 100 users per day):
– As a customer support professional at Amazon, I was responsible for handling user interactions through both inbound calls and email channels. This involved effectively managing and addressing up to 100 users per day who reached out with various inquiries, concerns, or issues related to their orders, products, or services. My role required excellent communication skills, active listening, and the ability to provide accurate and timely information to users. By managing inbound calls and emails efficiently, I’ve ensured that users received prompt and satisfactory resolutions to their queries, which contributed to a positive overall customer experience.
2. Maintained a constant 100% positive feedback rating from users:
– My dedication to delivering exceptional client-focused service led to an outstanding achievement – consistently maintaining a 100% positive feedback rating from users on Amazon. This remarkable accomplishment reflects my commitment to going above and beyond to meet users’ needs and provide them with excellent service. By demonstrating empathy, understanding, and responsiveness in handling users’ issues, I was able to leave a lasting positive impression on customers.
– My consistent delivery of exceptional service, paired with my proficiency in resolving shipping-related issues, created a strong foundation for building positive relationships with Amazon’s users. As a result, my outstanding 100% positive feedback rating is a testament to my commitment to excellence in customer support and my ability to ensure user satisfaction on a consistent basis.

Jan 2019 - Sep 2019 Customer Service Agent @ OPEN MIND SRL

– Successfully managed up to 150 inbound and outbound calls per day, demonstrating exceptional multitasking abilities and effective communication skills.
– Provided prompt and accurate responses to customer inquiries and issues, ensuring a high level of customer satisfaction.
– Handled complex customer interactions with professionalism and empathy, resolving issues and addressing concerns in a timely manner.
– Proactively identified customer needs and offered personalized solutions, contributing to increased customer loyalty and retention.
– Maintained a positive and customer-centric approach in all interactions, earning consistently positive feedback from customers.
– Continuously exceeded performance targets and metrics, contributing to the overall success of the customer support team and company.

Jan 2017 - Jan 2019 Bank Consultant @ FREELANCE

Drove Exceptional Customer Experiences | Loan Enquiries | Business Finance

As a Bank Consultant, I focused on providing personalized and effective solutions to clients seeking loans, mortgages, and business finance. My responsibilities encompassed managing loan enquiries, delivering exceptional customer support, and serving as a dedicated consultant to meet clients’ financial needs. Through proactive communication and in-depth financial knowledge, I played a pivotal role in helping clients navigate their financial decisions with confidence.

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