Billy User
@billyuser3
I build customer operations and B2B account growth for regulated crypto and digital asset platforms.
SingaporeWhat I'm looking for
At UniMex Exchange, I lead customer operations and regional business development across Europe and Africa, owning client relationships from onboarding and activation through expansion and renewal.
I've improved futures client-response efficiency by 15–45%, maintained roughly 99.2% SLA compliance during peak events, and built a 12-person multilingual remote team delivering about 94% CSAT and 78% first-contact resolution. I also maintain 90+ bilingual compliance SOPs covering KYC, custody, and incident response.
Previously at Gate.io, I analysed 10,000+ service interactions, helping improve efficiency by 15% and reduce repeat escalations by 20%. I also launched Gate.tr's regional service operations from zero, including localised SOPs, onboarding, and team training.
Across WinGame, MEXC, and the Chinese Africa Think Tank, I've built customer-service infrastructure, supported English- and Mandarin-speaking clients, negotiated compliant contracts, and turned client feedback into product and growth opportunities.
Experience
Work history, roles, and key accomplishments
Head of Customer Operations & Regional BD
UniMex Exchange
May 2025 - Present (1 year 4 months)
Owns the full client lifecycle from onboarding to renewal, driving expansion and retention for institutional clients. Manages regional B2B relationships across Europe and Africa, and leads a 12-person multilingual team.
Education
Degrees, certifications, and relevant coursework
对外经济贸易大学（UIBE）
Master of Science, International Trade & Economics
Master of Science in International Trade & Economics from the University of International Business and Economics, graduated in July 2023.
北京大学 (Peking University)
Bachelor of Arts, International Political Economy
Bachelor of Arts in International Political Economy from Peking University, graduated in July 2021.
Tech stack
Software and tools used professionally
Availability
Location
SingaporeAuthorized to work in
Salary expectations
Job categories
Skills
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