Billie Lorenzo Feliciano

Provided multichannel customer operations support (voice, chat, and email) with real-time analytics and strict SLA adherence. Managed high-volume queue overflow by directly handling inbound chats/calls during spikes to prevent SLA breaches. Led ad-hoc operational adjustments in coordination with operations leadership. Supported online sales for DJI products (ordering guidance, shipping inquiry tracking, delivery resolutions, and handling returns/refunds via chat and calls). Delivered fintech account/KYC operations for Binance: reviewed and verified documentation, supported crypto deposits/withdrawals, and troubleshot transfer issues. Managed live chat support for Spot Trading, Binance Earn, and Fiat services, and handled account management inquiries to ensure a safe, seamless user experience. Performed risk analysis and remediation for Stripe: assessed operational/compliance risks (Risk Tier 1) and collected/verified documentation to resolve and lift account restrictions.

Taught English and managed classroom and student progress. Conducted initial comprehensive student evaluations for placement and learning needs. Improved student engagement and outcomes by creating more engaging and supportive learning environments. Participated in recurring training and pedagogical workshops to apply latest instructional strategies.

Handled Tier 2 customer support as a subject matter expert for customer inquiries and service issues across channels (phone, live chat, and email). Managed ticketing and case workflows end-to-end to support timely resolution of high-priority technical concerns and escalations. Conducted complex troubleshooting and supported service dispute resolution while maintaining quality and customer satisfaction standards. Supported structured tracking of student/learning progress and maintained an engaging, supportive environment.