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Multichannel customer support and operations professional with 10+ years of experience delivering high-impact results across global B2B and B2C environments. Skilled in voice/chat/email support, real-time analytics, SLA management, and resolving escalations while maintaining exceptional customer experience and operational excellence. Experienced in KYC/account compliance, fintech operations (including crypto support), and risk assessment. Also brings education and assessment background as an English language instructor and technical teacher, with strong documentation accuracy, team leadership, and process improvement mindset.…Multichannel customer support and operations professional with 10+ years of experience delivering high-impact results across global B2B and B2C environments. Skilled in voice/chat/email support, real-time analytics, SLA management, and resolving escalations while maintaining exceptional customer experience and operational excellence. Experienced in KYC/account compliance, fintech operations (including crypto support), and risk assessment. Also brings education and assessment background as an English language instructor and technical teacher, with strong documentation accuracy, team leadership, and process improvement mindset.

Billie Lorenzo Feliciano

Project Manager, Online Trainer, Instructional Designer

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Multichannel customer support and operations professional with 10+ years of experience delivering high-impact results across global B2B and B2C environments. Skilled in voice/chat/email support, real-time analytics, SLA management, and resolving escalations while maintaining exceptional customer experience and operational excellence. Experienced in KYC/account compliance, fintech operations (including crypto support), and risk assessment. Also brings education and assessment background as an English language instructor and technical teacher, with strong documentation accuracy, team leadership, and process improvement mindset.…Multichannel customer support and operations professional with 10+ years of experience delivering high-impact results across global B2B and B2C environments. Skilled in voice/chat/email support, real-time analytics, SLA management, and resolving escalations while maintaining exceptional customer experience and operational excellence. Experienced in KYC/account compliance, fintech operations (including crypto support), and risk assessment. Also brings education and assessment background as an English language instructor and technical teacher, with strong documentation accuracy, team leadership, and process improvement mindset.

Available to hire

Multichannel customer support and operations professional with 10+ years of experience delivering high-impact results across global B2B and B2C environments. Skilled in voice/chat/email support, real-time analytics, SLA management, and resolving escalations while maintaining exceptional customer experience and operational excellence.

Experienced in KYC/account compliance, fintech operations (including crypto support), and risk assessment. Also brings education and assessment background as an English language instructor and technical teacher, with strong documentation accuracy, team leadership, and process improvement mindset.

Skills

Experience Level

Expert

Expert

Intermediate

Beginner

Language

Tagalog

Fluent

English

Advanced

Work Experience

Strategic BP (Customer Support / Operations) - Multichannel & Fintech / Risk Projects

June 1, 2021 - Present

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.

English Language Instructor at AL EZDIHAR LANGUAGE INSTITUTE (Saudi Arabia)

July 1, 2018 - August 1, 2020

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.

Customer Service Associate at Concentrix Sparks (Philippines)

February 1, 2017 - June 1, 2018

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.

Tier 2 Support / Subject Matter Expert at RESULTS Companies (Philippines)

April 1, 2015 - January 1, 2017

Supported complex service and technical concerns as a Tier 2 subject matter expert, contributing to resolution quality through troubleshooting and effective case management.