Heraclio B.
Mid-Level Cryptocurrency Escalations Specialist
Open to offersNew to PlatformAbout
Heraclio B. is a seasoned Customer Service Professional with over five years of experience spanning the hospitality, logistics, SaaS, and cryptocurrency industries. Currently serving as an Escalations Specialist for a cryptocurrency account at IBEX Global Solutions, he manages complex transaction disputes, account verification issues, and collaborates with fraud, compliance, and technical teams for timely resolutions. Previously, as a Subject Matter Expert for a graphic design SaaS platform, Heraclio B. specialized in technical troubleshooting, training new hires, and quality monitoring. He also has experience in large-volume data mining and guest services, strengthening his professionalism and knowledge of Salesforce, Zendesk, and CRM platforms. His recognition as IBEX Site Champion and Monthly Top Agent reflects his dedication to excellence in customer support operations.
Experience
Escalations Specialist – Cryptocurrency Account
IBEX Global Solutions · 2025 — PresentTransitioned from email and chat support to a voice-based escalations team to address complex issues. Managed disputes related to transactions, verification, account restrictions, and security. Collaborated with fraud, compliance, and technical teams to deliver timely resolutions.Subject Matter Expert (SME) – Graphic Design Tool Account
IBEX Global · 2023 — 2025Handled account and billing queries, as well as technical troubleshooting via email support. Elevated to SME, focusing on replicating user-reported issues on the graphic design platform. Contributed to training new hires, enhancing knowledge base documentation, and conducting quality monitoring.Customer Service Representative – Logistics Account
IBEX Global · 2020 — 2023Delivered inbound and outbound support related to delivery tracking, parcel delays, lost shipments, and billing inquiries. Acted as the Point of Contact (POC) during the Team Manager's absence, assisting agents with escalations and updates. Consistently achieved KPIs and demonstrated professionalism in voice quality.Data Mining Specialist
Gabtech Solutions Inc. · 2019 — 2020Processed extensive data sets to support client insights and ensure reporting accuracy. Engaged in initiatives aimed at system enhancements to boost efficiency and reduce delays. Aided teams with documentation organization and prompt resolution of data-related issues.Guest Services Associate/Concierge
MetroCentre Hotel · 2015 — 2019Provided front desk support, managed reservations, facilitated guest relations, and addressed complaints. honed skills in communication, empathy, conflict resolution, and customer recovery applicable to BPO roles.
Skills & Expertise
Education
- Associate Degree in Hospitality and Restaurant ServicesSTI College · 2013 — 2015