Summary
Overview
Work History
Education
Skills
Additional Information
Previous KPIS
Timeline
Generic

Marcio G. Ventura

Bridgeport

Summary

Dynamic Customer Success Manager with over 5 years of experience in managing and leading teams to successfully deliver complex technology projects. Proficient in blockchain, smart contracts, and cryptocurrency, with a strong emphasis on fostering positive customer experiences and relationships. Adept in identifying client needs and expectations, managing risks, and ensuring project deliverables align with business objectives. Seeking a challenging role in a forward-thinking tech enterprise where I can leverage my expertise in enhancing customer satisfaction and driving business success

Overview

4
4
years of professional experience

Work History

Program Manager

Binance.US
11.2022 - 09.2023
  • Developed and implemented strategic plans related to cryptocurrency programs and projects, ensuring alignment with company objectives and stakeholder requirements
  • Oversaw a portfolio of crypto projects, ensuring timely execution, budget adherence, and efficient resource allocation. Collaborate with cross-functional teams including development, finance, marketing, and legal to ensure seamless project delivery.
  • Identified potential risks associated with crypto projects and devise mitigation strategies. Stay updated on industry regulations and ensure all projects are compliant.
  • Mentored and provided guidance to project managers and team members, fostering a culture of continuous learning and innovation.
  • Collaborated with technical teams to ensure the alignment of technological solutions with program objectives.

Business Process Manager

Binance.us
04.2022 - 11.2022
  • Improved efficiency and effectiveness of performance and management of processes across departments.
  • Conducted focus groups, surveys and feedback sessions to gather input from stakeholders.
  • Achieved cultural shifts and process change through tenacious determination and interpersonal skills.
  • Responded rapidly to market shifts to make changes to corporate processes.

Product Specialist

Binance.us
12.2021 - 04.2022
  • Continually expanded knowledge of our DEFI and trading product line.
  • Researched product's technical specifications and accurately communicated information.
  • Trained and provided coaching to 4 junior team members.
  • AB testing

Customer Success Manager

Binance.us
04.2021 - 12.2021
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
  • Supervised team members to confirm compliance with set procedures and quality requirements.
  • Worked with team to identify areas of improvement and devised solutions based on findings.
  • Built strong relationships with customers through positive attitude and attentive response.

Account Representative

Binance.us
08.2020 - 04.2021
  • Collaborated with other departments to address customer needs and service requests.
  • Analyzed accounts for delinquencies and other ongoing issues.
  • Processed client payments and updated accounts.
  • Supported customer satisfaction through regular follow-up and communication.

Account Manager

CHG
12.2019 - 08.2020

Physician Consultant

CHG Healthcare
06.2019 - 08.2020

Education

Bachelor of Liberal Arts Degree - Psychology

Eastern Connecticut State University
Willimantic, CT

Criminal Science

Norwalk Community College
Norwalk, CT

Bachelor of Arts - Cognitive Psychology

Charter Oak State College
New Britain, CT
2019

Skills

  • Processing Operations Review
  • Raw Product Testing
  • Product Planning
  • Jira
  • Tableau
  • GS products
  • Trading Functions
  • Product and Service Knowledge
  • Query Tools
  • PLAID
  • Eliptic

Additional Information

Comprehensive expertise in a diverse range of product offerings, encompassing:

  • Trading Desks
  • OTC (Over-the-Counter)
  • Spot Markets
  • Derivatives
  • Decentralized Exchanges (Dexs)
  • Web3

Deep knowledge in:

  • KYC/AML Procedures
  • Wallet Security Measures
  • API Integrations
  • Trading Bot Operations

Fluent in both Portuguese and Spanish.

Previous KPIS

  • (CSAT):
  • Net Promoter Score (NPS):
  • Customer Retention Rate
  • Time to Resolution
  • Product Usage and Engagement


Timeline

Program Manager

Binance.US
11.2022 - 09.2023

Business Process Manager

Binance.us
04.2022 - 11.2022

Product Specialist

Binance.us
12.2021 - 04.2022

Customer Success Manager

Binance.us
04.2021 - 12.2021

Account Representative

Binance.us
08.2020 - 04.2021

Account Manager

CHG
12.2019 - 08.2020

Physician Consultant

CHG Healthcare
06.2019 - 08.2020

Bachelor of Liberal Arts Degree - Psychology

Eastern Connecticut State University

Criminal Science

Norwalk Community College

Bachelor of Arts - Cognitive Psychology

Charter Oak State College

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Marcio G. Ventura