Martin Dimitrov
Operations Excellence Expert
Varna, Bulgaria
Summary
Operations professional prepared to optimize organizational performance through strategic planning and process optimization. Proven ability to lead and connect with people to achieve operational excellence and foster culture of continuous improvement. Valued for adaptability, problem-solving skills, and commitment to achieving outstanding results through effective collaboration and innovation.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
Work History
Operations Excellence Expert
Crypto.com
01.2025 - 05.2025
- Monitored crypto wallet activity and transaction flow to proactively detect issues and ensure seamless user experience
- Collaborated closely with engineering and finance teams to maintain platform uptime, resolve transaction anomalies, and ensure operational readiness
- Partnered with the Knowledge Management team to design, document, and refine internal operational processes and playbooks
- Supported KYB onboarding for high-value clients and facilitated large institutional transactions exceeding $1M USD
- Monitored and coordinated resolution for global fiat rails, including FPS, SEPA, Wire, ACH, NPP, Interac, and SGD FAST transfers
- Ensured compliance and operational integrity in high-value fund flows across crypto and fiat ecosystems
Subject Matter Expert
Crypto.com
02.2024 - 12.2025
- Conducted comprehensive risk assessments focused on securing compromised/hacked accounts
- Monitored wallet health and transaction flow for supported assets to proactively identify issues or anomalies
- Investigated missing crypto deposits, accurately crediting or refunding funds according to company-specific policies.
- Monitored global fiat deposit and withdrawal transactions to ensure timely and accurate fund crediting
- Collaborated cross-functionally with compliance, security, and operations teams to mitigate risks and ensure regulatory adherence
- Coordinated with product and engineering teams on trading pair activations, ensuring operational readiness and user impact assessments
Senior Customer Experience Associate
Crypto.com
10.2023 - 01.2024
- Resolved high-priority manager and executive escalations with a focus on accuracy, empathy, and customer retention
- Acted as a liaison between frontline support and internal departments to expedite resolution of complex blockchain-related cases
- Mentored junior associates on handling blockchain-specific inquiries, including transaction tracing, network delays, and wallet troubleshooting
- Analyzed recurring escalation patterns to suggest process improvements and reduce repeat issues
Customer Service Representative
Crypto.com
01.2022 - 10.2023
- Worked to achieve high customer satisfaction rates by providing optimal customer service for more than 70 customer per day.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Representative
Sutherland
08.2021 - 12.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Tracked customer service cases and updated service software with customer information.
- Processed customer service orders promptly to increase customer satisfaction.
Team Leader
ABP Ellesmere
09.2020 - 04.2021
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Built strong relationships with customers through positive attitude and attentive response.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Mentored and guided employees to foster proper completion of assigned duties.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
Machine Operator
ABP Ellesmere
06.2020 - 08.2020
- Set up and ran machinery to produce exceptional products for industrial needs
- Assessed equipment after each production run and performed preventive maintenance to keep machines running smoothly
- Monitored machines during operation to detect sounds of malfunction or excessive vibration and adjusted machines to eliminate problems
- Calibrated, tested, and adjusted machine settings or controls in preparation for production operations
- Updated daily production logs and informed management of production incidents or non-conformance issues
- Kept detailed production records and identified hold-ups
Education
High School Diploma -
Language High School "Geo Milev"
09.2013 - 05.2018
Skills
- Analytical mindset for data-driven process improvement
- Experience navigating the complexities of both retail and institutional client needs
- Platform QA/testing prior to feature rollouts or token activations
- Deep understanding of digital asset behaviors and blockchain mechanics
- Incident response coordination across ops, finance, and tech teams
- Wallet and blockchain transaction monitoring
- Cross-chain infrastructure awareness (ERC-20, TRC-20, BEP-20, etc)
Timeline
Operations Excellence Expert
Crypto.com
01.2025 - 05.2025
Subject Matter Expert
Crypto.com
02.2024 - 12.2025
Senior Customer Experience Associate
Crypto.com
10.2023 - 01.2024
Customer Service Representative
Crypto.com
01.2022 - 10.2023
Customer Service Representative
Sutherland
08.2021 - 12.2021
Team Leader
ABP Ellesmere
09.2020 - 04.2021
Machine Operator
ABP Ellesmere
06.2020 - 08.2020
High School Diploma -
Language High School "Geo Milev"
09.2013 - 05.2018
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