Everton Lunardelli

Handles 25-40 daily calls from U.S. customers on fiat and crypto transactions, account access, verification, purchases, and withdrawals, with 55%+ first-call resolution. Keeps first response under 1 minute, average handle time under 12 minutes, and schedule adherence above 95%; contributed to a 20% reduction in ticket backlog through Intercom.

Guided new users through onboarding, account verification, and platform adoption, helping them access and use financial products. Performed KYC/AML identity verification and compliance reviews, and supported customers with fiat transactions and related account issues.

Supported customers worldwide with account management, transactions, onboarding, and platform use. Investigated fraud-related account cases and managed KYC, AML, and identity verification with third-party tools including Jumio, and handled payment and P2P disputes.

Provided phone support for plan renewals, billing, and account updates; reached 94% customer satisfaction, 15% above the company average. Designed and pitched a retention strategy that reduced customer cancellations by 5%.

Handled high-volume outbound calls, resolved customer concerns and objections, and logged every outcome in the CRM.

Delivered daily phone support and audited call and account records for accuracy, contributing to quality and compliance standards.

Completed a Chemical Technician Diploma from ETEC Júlio de Mesquita in São Paulo from 2013 to 2015.

Completed high school education at Marajoara II in Santo André, SP.