Noel Medel Customer Support Agent

Customer Success Manager

OKX

Jun 2024 - Current (2 years 2 months)

• 3rd largest crypto exchange. Spearheading product management initiatives in P2P to streamline our products. • Leading frequent onboarding sessions and occasional educational webinars about DeFi, Web3 and blockchain. • Supporting campaigns with sponsorships as McLaren or Manchester City while collaborating with Product, Business Development, CS and devs to drive innovation and meet strategic objectives. • Conducting thorough data and user analysis to inform product decisions and enhance user experience. • Driving product adoption by implementing user-focused training sessions and creating support resources. • Consistently meeting and exceeding KPIs for customer satisfaction and product adoption.

Customer Support Lead

Gorgias

Jul 2023 - Jun 2024 (1 year)

• San Francisco based, B2B SaaS company. Gorgias provides an ideal CRM software solution for ecommerce through AI automation and revenue-generating campaigns. • Managed a team of 8 agents in the Americas and 4 BPO agents across APAC. • Executed an entirely new onboarding process and pioneered a Help Center knowledge base with +100 articles. • Maintained and updated internal SOP documents with handling procedures. Create several resources to ease ticket-handling for our agents, such as macros, screenshots, Loom videos, webinars, etc. • Supervised KPIs, making reports of the metrics and conducting weekly 1 : 1 meetings with the agents.

Senior Customer Support Agent

Binance

Jan 2022 - Jun 2023 (1 year 6 months)

• Largest crypto exchange. +45 daily tickets delivering support in the English line for the Fiat money department. • Cross-team collaboration to improve internal documents, processes, workflows and policies. • Made reports with analyzed and categorized feedback for the tech team to introduce coveted updates. • Included in the 2022 top performers list for Q2 and Q4 along Q1 and Q2 in 2023.

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Customer Success Manager

Hammer Corp.

May 2021 - Jan 2022 (9 months)

• Advised North-American residents with their concerns when going through the financial process. • Led the execution of a personalized customer educational project for car financing.

Customer Success Advisor

Simplestate

Nov 2020 - Jan 2022 (1 year 3 months)

• Start-up with Real Estate projects in the US, Argentina, Uruguay, Mexico and Spain. • Guided lead-generated and own-portfolio investors in choosing which projects to invest in based on their expectations and risk will.

Noel Medel

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