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)