Kostiantyn Kucherenko
Puerto de la Cruz,TF
Summary
Dynamic and results-oriented professional with extensive experience as a Customer Support Team Leader in the P2P investigation department at Binance. Proven track record of effectively managing large teams, fostering collaboration, and driving performance improvement initiatives. Skilled in communication, problem-solving, and scam investigation, with a focus on optimizing processes and ensuring fair outcomes in financial decision-making. Experienced in talent recruitment, people development, training, and cross-functional collaboration. Adept at analyzing metrics and implementing strategies to enhance efficiency and achieve organizational objectives.
Overview
8
8
years of professional experience
Work History
Customer Support Team Lead P2P Investigation
Binance
09.2022 - Current
- Oversee a team of 40+ employees within the Binance P2P investigation department, ensuring effective coordination and performance management.
- Direct day-to-day operations of the department, supervising a total headcount of over 300 agents, to maintain smooth workflow and achieve organizational goals.
- Fostered open communication channels among team members, fostering a collaborative and innovative environment for problem-solving.
- Implement and manage working schedules to ensure 24/7 support coverage with adequate manpower allocation.
- Utilize key performance indicators (KPIs) to evaluate agent performance and make necessary adjustments to maintain a fair working environment and promote healthy competition.
- Develop comprehensive training programs aimed at enhancing departmental skills, including SOP comprehension, soft skills development, cultural and regional sensitivities, and proficiency in utilizing Chat GPT for customer support.
- Spearhead initiatives to identify and address emerging scam trends based on regional patterns, enhancing the team's ability to combat fraudulent activities effectively.
- Design and implement performance improvement plans to support agents in achieving their targets and provide necessary guidance and resources to underperforming team members.
- Actively participate in talent recruitment efforts, both internally and externally, to ensure the acquisition of top talent that aligns with the department's objectives and values.
- Mentor and lead career growth for the most promising agents, guiding their professional development and ensuring measurable results in their career advancement.
- Serve as one of the final authorities in complex financial-related decisions, including scam compensations due to internal errors, disputes involving significant values, and resolution of scam-related disputes, leveraging expertise to ensure fair and judicious outcomes.
- Create and maintain Standard Operating Procedures (SOPs), ensuring continuous improvement in all processes to meet current market demands and compliance needs.
- Collaborate with other departments to ensure business growth and compliance with regulations, fostering cross-functional synergy and alignment.
- Analyze and identify areas for improvement in all chat/appeal metrics, such as increasing CSAT level, resolution rate, resolution time, total appeal handled volume, and backlog, implementing strategies to enhance performance and efficiency.
Customer Support Specialist
Binance
04.2022 - 09.2022
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Perform full scale investigation related to p2p scams.
- Handle disputes and ensure all available measure applied to minimize financial loss.
- Handle appeals, make financial related decisions for orders up to 100000 USDT
- Prepare detailed reports documenting findings, evidence collection methods, and analysis results for new scam trends.
- Training for newbies and low performers
Merchant marine officer
Reederei Claus-Peter Offen GmbH & Co. KG
01.2017 - 01.2022
- Long term overseas working experience in one of the most conservative sector of business activity
- Navigation and operation of modern 350+ meter vessels; Communication with terminal personnel and customers representatives; Electronic correspondence with customers, port officials and management; Documentation administration; Ships IT and cyber security administration;
Customer support and coordination manager
Events Production Ukraine dept. of Entec Gmbh, Germany
01.2016 - 01.2017
- Online customer support and project administration; Respond to customer quires via email and phone; Analyze and improvement of company macros; Monitoring of feedback database;
Education
Online Cources -
Udemy Business
Online2023
Bachelor of Science - Maritime Studies
Odessa National Maritime Academy
Odesa01.2015
Associate of Science - Maritime Studies
Odessa Maritime College of Technical Fleet
Odesa01.2013
Offline Cources - English Language Cources
Chkalovskie Language Courses
Odesa01.2012
Skills
- Leadership & Team Management: Effective team leadership and collaboration to achieve objectives
- Communication & Collaboration: Strong interpersonal skills for effective teamwork and communication
- Problem-Solving: Analytical thinking to identify and solve complex issues efficiently
- Performance Management: Utilization of KPIs for team performance evaluation and improvement
- Training & Development: Design and implementation of training programs for skill enhancement
- Strong investigation skills: Proficiency in p2p related scams
- Analytical Skills: Proficiency in data analysis for informed decision-making
- Talent Recruitment: Recruitment and development of talented individuals for team growth
- Financial Decision-Making: Informed financial decision-making for fair outcomes
- Process Optimization: Streamlining processes and SOP management for efficiency
- Cross-Functional Collaboration: Effective collaboration across teams for organizational success
Languages
Russian
Fluent
Ukrainian
Fluent
English
Advanced (C1)
Spanish
Elementary (A2)
Timeline
Customer Support Team Lead P2P Investigation
Binance
09.2022 - Current
Customer Support Specialist
Binance
04.2022 - 09.2022
Merchant marine officer
Reederei Claus-Peter Offen GmbH & Co. KG
01.2017 - 01.2022
Customer support and coordination manager
Events Production Ukraine dept. of Entec Gmbh, Germany
01.2016 - 01.2017
Online Cources -
Udemy Business
Bachelor of Science - Maritime Studies
Odessa National Maritime Academy
Associate of Science - Maritime Studies
Odessa Maritime College of Technical Fleet
Offline Cources - English Language Cources
Chkalovskie Language Courses
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