Massimiliano Ratti

• Proven experience in Customer Support industry for more than 15 years,
passionate about breaking down barriers and ensuring every client has a
positive experience exceeding their expectations.
• Proven experience in crypto world since 2018 achieving a high and
detailed knowledge about blockchains/Web3/De-Fi etc.
• Communication: fluent in English, Spanish and Italian (native language)
having a solid understanding of cultural environment.
• Proficient: experience answering high-volume tickets/chats, triaging
incoming requests, assigning them to the correct department, and
composing thoughtful follow-ups.
• Problem solving: Efficiency in solving issues at the first contact (FCR/First
Call Resolution) to minimize guest callbacks.
• Experienced in working remotely while efficiently managing any workload

2007/2010

IBM
• Server maintenance
• Server slots change
• Emails and calls management
• Ticket handling
2011/2015
Vodafone
• Customer service
• Use of dedicated softwares
• Team Leader (last 2 years), KPIs management, reporting to
Management
2016/2018
Booking.com
• Telephone/chat agent for reservation management
• Complaints, hotels and guests management
2019/2021
Apple
• Apple Online Store Specialist
• Provide information about Apple products
• Profiling customers and offering the best solution
• Assume sales, back office
• Support for individuals, businesses, SMEs and institutions
• Sales, after sales, VAT, invoicing
2022/2023
Binance
• Customer support Tier-2
• KYC Analyst Tier-3
• Investigations, OSINT, AML
• Ticket handling

High School Diploma (languages and computer science)