Open to opportunities

Borja Carracelas Boubeta

@borjacarracelasboube

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Operations leader in crypto with 5+ years’ experience improving service quality and processes.

Malta

Message

What I'm looking for

I seek a customer-focused operations role where I can lead teams, optimize processes, and deliver high-quality service in a fast-paced digital or crypto environment.

I am an operations leader with over five years of experience in the crypto industry, focused on driving service quality, managing teams, and implementing business process improvements within fast-paced digital asset environments.

At Binance I managed Audit team shifts, supervised customer service agents, optimized schedules and KPIs, and collaborated on training and SLA formulation to raise overall performance.

I am multilingual (English, Spanish, Portuguese, Italian), detail-oriented, thrive under pressure, and bring hands-on experience in customer support, operations management, and process implementation.

Experience

Work history, roles, and key accomplishments

Current

Operations Leader

Current

Binance

May 2021 - Present (4 years 10 months)

Manage Audit team's daily shifts, supervise and assess CS agents to improve service quality, and lead implementation of new products and business processes to meet SLA and performance targets.

Team Leadership Customer Service Operations SLA Management Process Improvement Training Development Performance Monitoring Shift Scheduling Quality Assurance

Customer Service Representative

Binance

May 2020 - Apr 2021 (11 months)

Handled high-volume 7x12h live chat and online support channels, resolved complaints within SLAs, and documented customer requests while liaising with other business units.

Live Chat Support Complaint Resolution Customer Liaising Documentation SLA Multilingual Support

Customer Support Officer

Ferratum Bank

Jul 2019 - May 2020 (10 months)

Provided professional customer service for banking products, managed account openings per guidelines, identified sales opportunities, and assisted with data gathering across channels.

Banking Customer Support Data Collection Customer Relationship Management

Customer Support

Master Cadena Electrodomésticos

Oct 2012 - Jul 2019 (6 years 9 months)

Provided multilingual customer assistance via email, phone and Skype, performed identity verification per regulations, and investigated issues through providers' back office systems.

Multilingual Support Identity Verification Back Office Email Support Regulatory Compliance