Mark Angelo T. Bravo

Exceeded SLAs while providing global email support for the FSL Ecosystem's products. Collaborated with product teams to convert user feedback into UX improvements. Optimized workflows by identifying and escalating high-priority technical issues for faster resolution.

Architected CX roadmap, user personas, and journey maps to ensure product-market fit. Developed investor pitch decks focused on user growth/retention for private sale rounds. Designed Customer Success framework, including CRM, workflows, and SLA standards. Advised on community and acquisition strategies to boost project valuation during funding.

Scaled operations via automated workflows and ticketing systems to manage high market volatility. Led a high-performing support team, recruiting and training specialists in technical excellence and empathy. Managed KPIs, consistently exceeding performance targets through iterative process improvements.

Resolved complex wallet issues, including private key recovery, signing errors, and cloud sync failures. Troubleshoot on-chain transactions via block explorers, explaining network congestion to users. Documented and reproduced bugs for mobile/desktop apps, serving as the primary liaison to Engineering. Maintained high CSAT while managing high-volume inquiries regarding complex DeFi problems.

Resolved high-stakes escalations and inquiries or issues beyond L1/L2 scope. Supervised a multi-tiered support structure, providing advanced coaching on dispute resolution and technical troubleshooting. Streamlined onboarding, leading training sessions to ensure compliance with rigorous quality and security standards. Adjudicated P2P escrow disputes, rendering final decisions based on evidence and payment verification.

Consistently exceeded retention targets by utilizing persuasive communication. Managed high-tier accounts for partner financial institutions, resolving inquiries for life and accident insurance.

Designed and delivered training programs focused on communication protocols, cultural sensitivity, and brand voice. Optimized team performance through regular audits and coaching on verbal and written communication metrics.

Managed end-to-end logistics for medical speaker bureaus, ensuring 100% alignment with client specifications. Upheld strict healthcare compliance, ensuring all event planning met industry-specific regulatory standards. Directed financial reconciliation by maintaining precise records of event expenditures and attendee data.

Managed Lifeline inquiries and activations, ensuring 100% adherence to government eligibility and compliance standards. Resolved technical hurdles for low-tech-literacy users, including device setup, signal issues, and SIM activations. Supported vulnerable populations, resolving billing and service disputes with high empathy and patience.

Directed provisioning workflows for U-verse minimizing technical fallout. Bridged communications between sales, engineering, and field teams to streamline project timelines. Resolved complex VoIP porting issues and hardware integration challenges.

Resolved complex billing discrepancies, including prorated charges and promotional adjustments, to ensure account accuracy. Saved at-risk accounts using advanced negotiation and value-based positioning to drive customer retention.

Managed complex global itineraries, coordinating multi-city travel and accommodations for a seamless user experience. Liaised with global vendors (airlines/hotels) to negotiate refunds, waivers, and service recoveries. Resolved booking synchronization errors and stuck transactions using internal reservation systems. Provided rapid-response crisis support, re-routing travelers during cancellations and major service disruptions.