Paolo Crame

Customer Service Specialist with nearly 6 years of experience providing remote customer support through live chat, email, and digital communication channels across technology, fintech, and Web3 platforms. Experienced in handling high-volume customer inquiries, account and payment-related concerns, troubleshooting product issues, documenting customer interactions, and following established support procedures. Strong written and verbal communicator with a customer-focused approach to problem solving.

Skilled at managing multiple conversations, prioritizing urgent concerns, meeting response and resolution expectations, and providing clear step-by-step guidance. Experienced in working independently in remote environments while collaborating with internal teams to resolve complex issues and identify recurring customer pain points.

Customer Support Specialist / Tier 2 Technical Support / POC - BUNCH TECH CORPORATION - Remote

(2020-10)

• Provide customer support through live chat, email, and digital communication channels, assisting users with account, payment, transaction, product, and platform-related concerns.
• Manage multiple customer conversations and support cases while maintaining accuracy, professionalism, empathy, and timely responses.
• Investigate customer-reported issues by reviewing account information, transaction details, system behavior, and relevant technical data.
• Provide clear, step-by-step troubleshooting instructions to help customers resolve common account, payment, and product issues.
• Handle payment and transaction-related concerns by reviewing transaction details, investigating statuses, and coordinating with appropriate internal teams when further action is required.
• Maintain accurate documentation of customer interactions, troubleshooting steps, investigation results, escalations, and resolutions.
• Follow established support procedures, workflows, and escalation processes to ensure consistent service quality.
• Monitor unresolved cases and coordinate follow-ups with relevant teams to help ensure issues are properly addressed.
• Escalate complex technical and account-related issues to Engineering, Product, or other appropriate teams with complete and organized information.
• Prepare detailed escalation reports including screenshots, timestamps, transaction information, reproduction steps, and relevant customer details.
• Identify recurring customer issues and communicate patterns and feedback to Product and Engineering teams to support product and service improvements.
• Assist customers in understanding product features, platform processes, and account workflows by translating technical information into simple, actionable instructions.
• Serve as a Point of Contact (POC) for support-related concerns, assisting teammates with complex cases and helping maintain consistent support procedures.
• Collaborate with distributed remote teams through Slack, Telegram, Discord, Jira, and other digital communication tools.
• Adapt quickly to new products, features, policies, and support procedures in a fast-changing technology environment.
• Maintain professionalism and confidentiality when handling customer account information and transaction-related data.

AI Data Annotation Specialist - APPEN - Remote / Project-Based

• Processed and reviewed large volumes of information while maintaining accuracy, consistency, and attention to detail.
• Followed detailed project guidelines, procedures, and quality standards to complete assigned tasks accurately.
• Identified inconsistencies and applied appropriate corrections according to established workflows.
• Managed independent workloads and completed tasks within required deadlines in a remote environment.
• Adapted quickly to different software platforms, project requirements, and digital workflows.
• Maintained consistent quality while performing repetitive, detail-sensitive tasks.
• Demonstrated strong attention to detail when reviewing, categorizing, and validating information.

Bachelor of Science - Computer Science - Montessori Professional College (2013)