Mark Angelo Bravo
Customer Support Professional
Las Piñas,RIZ
Summary
Dynamic Customer Support Specialist with a proven track record at FSL Ecosystem, excelling in technical troubleshooting and customer service excellence. Successfully streamlined support operations, enhancing user experience and achieving high satisfaction scores. Adept at synthesizing user feedback into actionable insights, fostering collaboration between teams to drive product improvements.
Overview
13
13
years of professional experience
4
4
Certifications
Work History
Customer Support Specialist
FSL Ecosystem (Movement Labs Limited)
06.2024 - 11.2025
- Delivered high-quality email support to a global user base within the FindSatoshi Lab Ecosystem (STEPN, DOOAR, MOOAR), consistently meeting and exceeding established Service Level Agreements.
- Acted as a strategic liaison between users and internal product teams, synthesizing user feedback into actionable insights to drive improvements in user experience.
- Managed complex query investigations by communicating effectively with internal and external stakeholders to resolve issues in accordance with strict company guidelines.
- Streamlined the resolution process by accurately identifying and escalating high-priority technical queries to specialized teams in a timely manner.
Customer Support Manager Coinchum
CoinChum
10.2021 - 05.2024
- Architected the long-term customer experience roadmap, defining user personas and journey maps for the proposed platform to ensure product-market fit.
- Collaborated with the executive team to develop strategic pitch decks and value propositions specifically focused on user growth and retention metrics for potential private sale investors.
- Conducted competitive analysis of the Web3 and Fintech landscape to differentiate CoinChum’s service model from existing decentralized and centralized exchanges.
- Designed the framework for a future customer success department, including the selection of CRM tools, support workflows, and Service Level Agreement standards.
- Provided strategic counsel on community-building initiatives and user acquisition strategies aimed at increasing the project's valuation during the private funding round.
- Contributed to early-stage discussions regarding user onboarding (KYC/AML) processes and trust-building measures to ensure a secure environment for future users.
Customer Operations Lead
ZenGo
04.2020 - 05.2021
- Scaled support operations by implementing automated workflows and ticketing systems to maintain high-quality service during periods of high market volatility.
- Recruited, trained, and managed a high-performing team of support specialists, fostering a culture of technical excellence and user empathy.
- Developed rigorous protocols for handling sensitive user inquiries, focusing on the education of Multi-Party Computation security features and phishing prevention.
- Established a feedback loop between the support team and Product/Engineering departments to prioritize feature requests and bug fixes based on real-time user data.
- Monitored and reported on key performance indicators, consistently achieving targets through iterative process improvements.
- Led the communication strategy during network upgrades, hard forks, and service disruptions to ensure users remained informed and confident in their asset security.
Customer Support Engineer
Bitcoin.com
07.2019 - 01.2020
- Resolved complex issues related to the Bitcoin.com Wallet, including private key recovery, transaction signing errors, and cloud backup synchronization.
- Conducted deep-dive investigations into transaction statuses using block explorers to explain pending states, Replace-By-Fee, and network congestion to non-technical users.
- Authored and updated internal and external Knowledge Base articles to guide users through the 2019 transition into the BCH-centric ecosystem and the integration of the Simple Ledger Protocol token standard.
- Acted as a bridge between the global user base and the engineering team by identifying, reproducing, and documenting software bugs within the mobile and desktop wallet apps.
- Proactively educated users on crypto security best practices, successfully identifying and mitigating phishing attempts and social engineering scams targeting the community.
- Managed a high volume of technical inquiries via email, maintaining high CSAT scores by providing clear, actionable solutions for complex decentralized finance problems.
L3 Moderator
Paxful
09.2017 - 07.2019
- Handled the most complex and high-stakes user escalations, including high-value trade disputes, account takeovers, and sophisticated fraud investigations that surpassed the scope of L1 and L2 teams.
- Directly supervised and mentored a multi-tiered support structure.
- Provided advanced coaching on dispute resolution tactics and technical troubleshooting.
- Led onboarding and initial training sessions to ensure new team members met Paxful’s rigorous quality and security standards.
- Acted as an impartial adjudicator for complex P2P escrow disputes, analyzing blockchain evidence, chat transcripts, and proof-of-payment to render final, binding decisions.
- Identified knowledge gaps within the L1 and L2 teams and developed targeted training modules and Standard Operating Procedures to improve first-contact resolution rates.
- Collaborated with the Risk department to identify emerging scam patterns and implemented proactive measures to protect the marketplace from malicious actors.
Affinion International Philippines Corporation
Customer Care and Retention Specialist
12.2016 - 05.2017
- Successfully utilized persuasive communication and value-proposition techniques to retain customers seeking to cancel insurance policies, consistently meeting or exceeding monthly retention targets.
- Acted as a primary point of contact for customers from partner financial institutions, resolving inquiries related to life, accident, and specialized protection insurance products.
- Investigated and resolved complex billing discrepancies, coverage disputes, and claim status inquiries, providing clear explanations of policy terms and conditions.
- Adhered to strict Data Privacy and Financial Conduct standards to ensure the secure handling of sensitive personal and financial information.
- Maintained a high standard of documentation and call quality, consistently receiving top ratings in internal audits for accuracy, empathy, and problem-solving efficiency.
Open Access Marketing Incorporated
Communications Specialist
01.2016 - 11.2016
- Designed and delivered comprehensive training programs for new hires, focusing on communication protocols, cultural sensitivity, and client-specific brand voices.
- Created training modules and instructional materials that simplified complex communication workflows, reducing the time-to-proficiency for new team members.
- Conducted regular performance audits and provided constructive feedback/coaching to staff to improve verbal and written communication metrics.
- Assisted in developing scripts and response templates for high-pressure scenarios, ensuring a calm and professional brand image during service disruptions.
- Acted as a Subject Matter Expert for communication best practices, fostering a culture of continuous learning and professional growth within the team.
Advanced Health Media. LLC
Central Operations Admin I
10.2015 - 12.2015
- Managed the end-to-end logistics for medical speaker bureaus and educational programs, ensuring all event components aligned with client specifications.
- Ensured all event planning activities strictly followed healthcare industry compliance standards.
- Served as the primary point of contact for external vendors and internal account managers to synchronize timelines and deliverables for multiple concurrent events.
- Maintained accurate records of event expenditures and attendee data, facilitating precise post-event reporting and financial reconciliation.
- Provided real-time administrative support to resolve last-minute logistical challenges, ensuring zero disruption to live event schedules.
Ammex I-Support Corporation
Customer Service Representative
11.2014 - 08.2015
- Handled inbound inquiries regarding Lifeline eligibility, plan upgrades, and service activations, ensuring all account data met government compliance standards.
- Guided users through device setup, signal connectivity issues, and SIM card activations, resolving technical hurdles for customers with varying levels of tech-literacy.
- Acted as a primary point of contact for vulnerable populations, resolving billing disputes and service disruptions with a high degree of patience and professional empathy.
- Consistently met and exceeded key performance indicators in a fast-paced call center environment.
- Adhered strictly to Federal Communications Commission guidelines and Data Privacy protocols when handling sensitive personal information and eligibility documentation.
- Proactively educated customers on the benefits of their wireless service and available features, contributing to higher user retention and platform loyalty.
Alorica Incorporated
Technical Support Representative
05.2014 - 08.2014
- Oversaw the complex provisioning process for digital voice and U-verse services, ensuring orders moved from sale to active status without technical fallout.
- Diagnosed and resolved order-entry errors and technical roadblocks within AT&T’s proprietary databases, preventing delays in service installation for residential and business clients.
- Acted as a liaison between field technicians, sales departments, and backend engineering teams to resolve infrastructure bottlenecks and scheduling conflicts.
- Managed technical escalations regarding porting of existing phone numbers and integration of VoIP services with legacy hardware.
- Maintained meticulous documentation of technical specifications and customer interactions to ensure compliance with AT&T’s quality assurance standards.
Customer Service Representatve
Teleperformance
01.2014 - 04.2014
- Investigated and resolved complex billing discrepancies, including prorated charges, credit applications, and promotional rate adjustments to ensure account accuracy.
- Consistently met and exceeded sales targets by identifying customer needs and recommending service upgrades, premium channel packages, and hardware enhancements.
- Leveraged advanced negotiation and empathy skills to retain customers expressing intent to cancel, successfully saving accounts through value-based positioning.
- Efficiently managed customer data and order entries within AT&T’s CRM, ensuring that sales agreements and service modifications were documented with 100% accuracy.
Customer Service Representative
Aegis People Support Center
01.2013 - 12.2013
- Managed complex travel itineraries, including multi-city flights, hotel reservations, and car rentals, ensuring a seamless experience for global travelers.
- Acted as a liaison between customers and global vendors (airlines, hotels, and tour operators) to negotiate refunds, waivers, and service recoveries.
- Utilized internal reservation systems to resolve booking synchronization errors and stuck transactions in real-time.
- Provided rapid-response support during travel disruptions (flight cancellations, weather events, and overbooking), successfully re-routing passengers under tight deadlines.
- Enhanced customer lifetime value by promoting Expedia’s rewards programs and insurance products, consistently meeting cross-sell targets.
- Maintained 100% accuracy in logging traveler data and financial transactions, ensuring compliance with PCI standards and travel industry protocols.
Education
Bachelor of Science - Information Technology
Mapúa Malayan Digital College
Cabuyao, Province Of Laguna, Philippines 04.2001 -
No Degree - Music Performance
University of Santo Tomas
Manila, Metro Manila, Philippines 04.2001 -
Skills
Customer service excellence
Customer relationship management (CRM)
Problem-solving
Product knowledge
Complaint handling
Technical troubleshooting
Team collaboration
Data entry
Attention to detail
Staff education and training
Active listening
Time management
Live chat support
Ticket management
Call center experience
Empathy and patience
Transaction monitoring
Investigation techniques
Dispute resolution
Fraud detection
Activity monitoring
Microsoft office
Supervision and leadership
Coaching and mentoring
Customer satisfaction
Team leadership
Certification
Customer Service Success, 360training
Timeline
Customer Support Specialist
FSL Ecosystem (Movement Labs Limited)
06.2024 - 11.2025
Customer Support Manager Coinchum
CoinChum
10.2021 - 05.2024
Customer Operations Lead
ZenGo
04.2020 - 05.2021
Certified Cryptocurrency Expert, Blockchain Council
12-2019
Certified Bitcoin Expert, Blockchain Council
11-2019
Customer Support Engineer
Bitcoin.com
07.2019 - 01.2020
L3 Moderator
Paxful
09.2017 - 07.2019
Affinion International Philippines Corporation
Customer Care and Retention Specialist
12.2016 - 05.2017
Customer Service Success, 360training
02-2016
Business Writing, 360training
02-2016
Open Access Marketing Incorporated
Communications Specialist
01.2016 - 11.2016
Advanced Health Media. LLC
Central Operations Admin I
10.2015 - 12.2015
Ammex I-Support Corporation
Customer Service Representative
11.2014 - 08.2015
Alorica Incorporated
Technical Support Representative
05.2014 - 08.2014
Customer Service Representatve
Teleperformance
01.2014 - 04.2014
Customer Service Representative
Aegis People Support Center
01.2013 - 12.2013
Bachelor of Science - Information Technology
Mapúa Malayan Digital College
04.2001 -
No Degree - Music Performance
University of Santo Tomas
04.2001 -