Pedro Cornet

-Developing and implementing scalable solutions to provide VIP/PLG access to Enterprise Customers, ensuring their satisfaction and driving customer loyalty.

-Creating and delivering comprehensive training programs and onboarding processes for new support team members, ensuring they are equipped with the necessary skills and knowledge to deliver exceptional customer service.

-Designing and implementing standard operating procedures (SOPs) and handling processes in English, Spanish, and Portuguese for the LATAM team, ensuring consistency and efficiency in support operations.

-Leading the development and improvement of documentation and knowledge base resources for users, enhancing self-service capabilities and reducing resolution time for common customer issues.

-Collaborating with cross-functional teams, such as Engineering, Hosting Operations, and Product Support, to identify and prioritize complex product requirements and drive timely issue resolution.

-Taking ownership of elevated customer technical support cases, coordinating efforts across teams to provide prompt and effective solutions, and ensuring customer satisfaction.

• E ectively supervised day-to-day front-end operations of a busy customer service department
• Enhancedteamperformancethroughcoaching,feedbackande ectivecommunication,increasingteame cacy rate by 15% with higher job satisfaction reported among sta
• Developed e cient strategies to increase customer satisfaction in Binance by 20%
• Analyzed customer support data to identify emerging trends and develop strategies to address them
• Leveraged customer feedback to make adjustments to the customer service process, resulting in a 20% decrease in customer complaints
• Maintained up-to-date knowledge of Binance's services, products, and policies to better assist customers
• Developed a comprehensive on boarding program for new customer support agents, resulting in a 10% increase in new agent productivity
• Assisted in launching new features and products on Binance, resulting in a 20% increase in customer engagement.

• Achieve to be in top support and analyst for straight 6 months -Generated successfully process and improvement plans for bottom supports and analyst, generating a successful improvement on their metrics and work ow - Coach and guide Junior Agents to achieve top performance and work ow - Successfully archive full training and complete assessment to master all areas of competence, withdraw on and o chain, deposit, spot trading, p2p analyst and dispute, Fiat withdraw and deposit, staking and liquidity pools, full earn products, NFT market place and minting, compliance requirements and processes as well as KYC

• Analyze nancial statements, identify and investigate variances in revenue and expenses - Developed and implemented cash ow projections and capital expenditure analyses - Developed and implemented a budgeting system and budgeting process - Developed a system to track and report actual versus budgeted expenses - Negotiated favorable terms and conditions with vendors and suppliers successfully getting 10% cost reductions - Analyzed nancial data and provided recommendations for cost savings and improved operations - Successfully negotiate with bank and nancial institution to get low rate loan to maintain optimum leverage - Successfully achieve the implementation of excel sheets and charts to track information, as ledger, AP/AR reducing 15% the bad debt caused by information missing or wrongly updated
• Successfully reduce tax expenses with the implementation of leverage

• Managed the financial aspect of the company, - Reduced substantially the aging debt balance to under 35 days by calling accounts that were over 30 days past due
• Set up vendor accounts, entered vendor invoices, debit memos, and credits
• Managed travel expenses by matching all receipts to all the charges
• Worked in collaboration with the controller to ensure the accuracy and Integrity of financial Information in support of overall business objectives
• Assisted with accounts Receivable/Payable within ticketing department
• Processed Accounts Receivable checks and prepared bank deposits