Facundo Rossi

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CX Analyst

Adrich Inc.

Jun 2023 - Current (3 years 5 months)

As a CX Analyst & CS Team Leader in a startup focused on smart product consumption, my primary goals included creating and establishing effective processes to enhance customer engagement and feedback with the brands we work with. I am responsible for training the CS Team, ensuring they perform at their best through the creation of thorough SOPs and video tutorials, as well as conducting initial training sessions. Additionally, I successfully established effective methods for documenting knowledge and facilitating clear communication within the company. Furthermore, I undertook virtual assistance tasks, which included performing various internal administrative duties that supported the overall efficiency of our operations.

Customer Support - Security Agent

Binance

Jul 2022 - Dec 2022 (6 months)

Security Agent for the Binance.com Customer Support. I specialized in handling high-priority cases related to hacked accounts, scams, and stolen crypto assets, for which I needed to track transactions and account movements and be up to date with general practices in the crypto industry. I would also collaborate with government organizations in tracking illegal assets through the Blockchain and BNB's ecosystem

Customer Support

Gate.io

Nov 2021 - May 2023 (1 year 7 months)

Tier A Support Agent for the biggest crypto exchange in Asia. My tasks included having first contact with the user, handling all general issues or questions, and escalating the specific ones with the correspondent areas. I was also responsible for capturing customer feedback and documenting all cases to later improve SOPs and macros

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IT Consultant & Technical Support

Damos S.A

Apr 2018 - Nov 2021 (3 years 8 months)

wi th cli ents , ei ther by phone or chat , as well as corrective and preventive tasks i n the IT envi ronment of these compani es . The support was both remote and on-si te when necessary

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LED Screen Technician & Operator

T.L.O SA

Jan 2016 - Jan 2018 (2 years 1 month)

Supervi sor and techni ci an for the assembly of LED screens for large events . My tasks i ncluded communi cation wi th the cli ent to understand the needs and the subsequent assembly and operation of the screens .

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Facundo Rossi

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