Case studies

Proof over promises.

Four stories from eight years of work. Each one starts with a problem someone was losing sleep over and ends with a number you can ask me about in an interview. Please do.

Social media · Brand · Community

Growing Exodus from 80K to 113K, without buying a single follower

Exodus Movement, Inc. · Social Media Support Analyst · 2024 to 2026

The situation

Exodus is a self-custody crypto wallet, which means its entire business runs on one fragile asset: trust. When I joined, the social channels were reactive. Posts went out, mentions piled up, and the community on Discord had flatlined around 5K members. Crypto Twitter punishes brands that sound corporate, and rewards the ones that sound like a person.

What I did

Took ownership of brand presence across eight platforms: X, Discord, Reddit, Facebook, Instagram, Google Play, the Apple App Store, and Trustpilot.
Rebuilt the content rhythm around engagement data instead of a fixed calendar, doubling down on the formats the community actually responded to.
Ran recurring community events on Discord, including AMAs, market-day threads, and onboarding nights for newcomers scared of self-custody.
Trained and led a team of nine specialists so the brand voice stayed coherent whether you met us in a tweet, an app store reply, or a crisis thread.
Aligned campaigns with marketing and product teams so launches landed as one coordinated push, lifting average X engagement 15% in three months.

+29%X following, from 80K to 113K, fully organic

+44%Discord growth, from 5K to 9K members

+15%Average engagement on X over three months

8Platforms held to one coherent brand voice

Most social managers chase impressions. Abraham chased trust, and the impressions followed. He turned our Discord from a help desk into a place people actually wanted to hang out. Dana Whitfield · Director of Customer Experience, Exodus Movement

Agentic AI · Operations · Automation

An AI triage system that gave the team its week back

Exodus Movement, Inc. · Built in production · 2025

The situation

Eight platforms generate a relentless stream of mentions, reviews, and tickets. My team of nine was spending its best hours on sorting instead of solving: reading every mention to decide what was urgent, what was spam, and what needed a specialist. The repetitive work was also our biggest source of missed escalations.

What I did

Designed and shipped an AI triage pipeline using Claude, Notion AI, and LLM workflows that classified incoming mentions by urgency, sentiment, and topic before a human ever opened them.
Built automated weekly KPI reports that compiled themselves from the triage data, replacing hours of manual spreadsheet work.
Wrote the SOPs around the system so the team trusted it: what AI decides alone, what it drafts for human review, and what always goes straight to a person.
Folded the AI-assisted playbooks into onboarding, cutting new-hire ramp time from four weeks to three.
Kept the human in the loop by design. De-escalations, judgment calls, and relationships stayed with people. The robots got the sorting.

10 hrsTeam capacity returned every week

25%Cut in onboarding time, four weeks to three

8Platforms feeding one automated pipeline

0Missed urgent escalations after rollout

He took workflows nobody wanted to touch and turned them into systems the whole team relies on. The triage build alone gave us back a full workday every week, and it kept working after he moved on. That's the test. Priya Raman · Support Operations Manager, Exodus Movement

Customer support · Customer success · Compliance

97% happiness on the 24/7 floor of the world's largest exchange

Binance · Customer Support Specialist, then Social Media Representative · 2022 to 2024

The situation

Binance support is the deep end. Customers arrive mid-panic: a locked account, a transaction that looks lost, a security scare at 3 a.m. Every conversation involves real money, strict compliance rules, and someone who needs to be calmed down before they can be helped. CSAT scores in this environment are earned one stressful conversation at a time.

What I did

Resolved complex trading, account, and security cases for 3.6K+ customers in a 24/7 environment, holding 97% customer happiness.
Moved to the social media team and supported 2.3K+ more customers in public channels, where every answer is also brand reputation, at 98% satisfaction.
Moderated and supported communities of up to 270K members during volatile market events, when ticket volume and emotion both spike.
Handled customer PII and account data in a regulated environment without a single incident over my tenure.
Completed 45+ internal certifications across AML, KYC, OFAC, and security protocols, and earned 31 peer and leader commendations along the way.

97–98%Satisfaction across 5.9K+ customers, both roles

270KMembers in the largest community supported

0PII or compliance incidents, full tenure

31Peer and leader commendations earned

Thousands of tickets, real money on the line, and he made it look calm. Abraham was the agent we pointed new hires at and said: do it like that. Marcus Osei · Customer Support Team Lead, Binance

Partnerships · Customer success · Built from zero

Three revenue engines built from zero in Tulum

Hotel Holistika · Raw Love (Blue Wing) · The Quantum Clinic · 2018 to 2022

The situation

Before fintech, I spent four years running operations in one of the most competitive hospitality markets in Mexico. Three businesses, three different problems: a hotel reception that needed revenue beyond room nights, a restaurant whose reputation didn't match its food, and a wellness clinic that was a brand-new startup with zero clients and premium prices.

What I did

At Hotel Holistika, built a vendor partnership system from scratch: 12+ local tour operators, wellness practitioners, and transport providers with clear terms and shared incentives. Revenue scaled 17% in the first three months, and guest ratings climbed from 4.1 to 4.8 stars while I led a reception team of seven.
At Raw Love, managed an eight-person team through the project's expansion into Raw Love Town, tightening service standards until the rating rose from 4.3 to 4.9 stars.
At The Quantum Clinic, designed the client journey end to end as the founding operations hire: intake, treatment plans, follow-up, and referrals. Converted 250+ clients at $300 to $7,000 per engagement, with most growth coming from returning clients and word of mouth.

+17%Hotel revenue in three months via the partner network

4.8★ / 4.9★Ratings rebuilt at Holistika and Raw Love

250+Clients converted at $300 to $7,000 each

3Teams led in-person: seven, eight, and clinic staff

Abraham built our entire client operation from nothing. He converted over 250 clients in a market where trust is everything, and most came back because of how he made them feel. Valeria Domínguez · Founder, The Quantum Clinic, Tulum

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