Андрій

Lisbon, Portugal (Remote)
Andrii Chuian [open contact info](look above in the "contact info" section)
[open contact info](look above in the "contact info" section)
VIP Account Manager [open contact info](look above in the "contact info" section)

SUMMARY

Results-driven VIP Account Manager with 4+ years of experience in FinTech & Crypto, specializing in high-net-worth client
management, trading product support, and retention strategy. Deep understanding of crypto exchange operations, KYC/AML
compliance, and the specific needs of high-value clients. Proven ability to build long-term relationships, respond rapidly under
volatile market conditions, and coordinate cross-functionally to deliver a superior VIP experience.

EXPERIENCE

CEX.IO

VIP Account Manager March 2025 – Present | Lisbon, Portugal

• Client Relationship Management: Maintained a portfolio of 30+ Corporate and VIP clients with a personalized, high-touch
communication approach across chat, email, and calls — ensuring response times within 5–10 minutes for urgent requests.
• Retention & Reactivation: Proactively identified inactive or declining VIP clients and executed targeted reactivation
campaigns, recovering an average of $5M in monthly deposit volume and $6–7M in Spot/Margin trading volume.
• Revenue Growth: Averaged $45k in monthly business revenue through commissions, strategic upsell initiatives, and
tailored bonus/fee structure negotiations.
• VIP Onboarding: Guided new VIP clients through verification, eligibility confirmation, and VIP level assignment — ensuring a
smooth, compliant onboarding process.
• Upsell & Cross-sell: Identified product opportunities by analyzing client trading behavior, suggesting relevant tools, account
conditions, and margin products.
• Documentation & Reporting: Maintained accurate records of client communication, VIP-level conditions, bonus agreements,
and escalation history in the internal CRM.
• Process Improvement: Proposed and implemented 3+ workflow improvements for VIP service efficiency, reducing escalation
resolution time by 30%.
• Internal Coordination: Collaborated with support, compliance, payments, and product teams to resolve complex client cases
and ensure service continuity.

Customer Success Officer April 2024 – March 2025 | Lisbon, Portugal

• Compliance & Risk: Conducted complex fraud and AML investigations, protecting customer funds and ensuring platform
integrity through detailed account activity monitoring.
• KYC Operations: Handled enhanced KYC review cases for high-risk and high-value accounts, applying compliance protocols
and liaising with the compliance team.
• Cross-team Escalations: Coordinated with Legal, Compliance, and Engineering teams on high-priority cases, contributing to
a 25% reduction in fraud-related chargebacks.
• Process Optimization: Developed a new fraud escalation workflow that reduced average investigation time by 35%.

Customer Experience Representative May 2021 – April 2024 | Kyiv & Lisbon

• Technical Support: Resolved complex issues related to crypto/fiat processing, trading, margin operations, and enhanced
KYC requirements across multiple product lines.
• Team Leadership: Managed 3 junior/middle agents; acted as onboarding coach for Ukraine and US offices.
• Performance: Maintained a consistent 98% CSAT score across 12 consecutive quarters while achieving all performance
bonuses.
• Knowledge Management: Authored 20+ internal SOPs and support articles, reducing average handle time by 20%
team-wide.
• VIP Support: Managed high-complexity escalations from HNW clients, achieving a 95% first-contact resolution rate on Tier-2
cases.

I-Call

Sales Manager June 2020 – March 2021 | Kyiv, Ukraine

• B2C Sales: Conducted high-volume outbound and inbound sales calls promoting ISP internet packages and banking credit
card products to individual and business clients.
• Conversion Performance: Consistently ranked in the top 10% of sales agents by monthly conversion rate, exceeding
personal targets by an average of 130%.
• Consultative Approach: Used needs-based selling techniques to match clients with appropriate plans, reducing churn at the
point of sale and increasing average order value.
• Pipeline Management: Managed a daily call pipeline of 80–100 contacts with detailed CRM follow-up to maximize close rates.

EDUCATION

National Aviation University — Bachelor of Computer Engineering 2017 – 2021 | Kyiv, Ukraine

• Computing systems, hardware/software integration, algorithmic logic, and SQL.

CERTIFICATIONS
• Google Project Management Certificate — Issued May 2025 | Credential ID: Y32FBKZM37E9

SKILLS

VIP Management: HNW client retention, personalized service, VIP onboarding, bonus structuring

Crypto & Trading: Exchange operations, Spot/Margin trading, crypto/fiat processing, market analysis

Compliance: KYC/AML processes, fraud investigation, risk monitoring, regulatory compliance

Technical: API troubleshooting, CRM systems, SQL, internal reporting, documentation

Sales: Upsell/cross-sell, consultative selling, negotiation, pipeline management

Languages: Ukrainian (Native), Russian (Native), English (Upper-Intermediate B2), Portuguese (Intermediate)