ROSEMARY ENI
LAGOS
Summary
Customer support specialist with 3+ years of experience across diverse industries. Knowledgeable in Cryptocurrency, Blockchain technology, DeFi, and Web3 tools. Demonstrates strong problem-solving abilities and meticulous attention to detail, enhancing process efficiency. Skilled in resolving user issues related to product, pricing, wallets, transactions, account security, and platform navigation. Consistently delivers fast, empathetic support, significantly increasing customer trust and satisfaction.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Customer Support Agent
Wokkman Technologies
01.2025 - 07.2025
- Assisted users with placing orders and answering questions about products, pricing, availability and uses via live chat, and in-person.
- Analyzed user feedback and provided insights to improve user satisfaction.
- Resolved user complaints and escalated issues to appropriate teams for timely resolution.
- Achieved an increased customer satisfaction score by providing effective service
Community Moderator
Kayan NFT
07.2024 - 11.2024
- Moderated discussions, hosted AMAs and supported community growth initiatives.
- Provided real-time support to users on Telegram, Discord, and X (formerly Twitter)
- Educated new users on project updates, wallet setups and crypto best practices, improving overall user experience.
- Ensured compliance with platform policies and addressed scam attempts, maintaining a secure community environment.
Service Point Agent
DHL Express
02.2023 - 05.2024
- Effectively address customer complaints and inquiries, providing timely resolutions and escalating issues when necessary to ensure customer satisfaction.
- Maintaining accurate daily records of sales, accounts, and correspondence to support business operations and reporting.
- Provide detailed information about company products and services to educate customers and promote offerings.
- Assist walk-in customers with shipment handling, including performing security checks to uphold safety standards.
- Prepare waybills and entered accurate data to ensure proper documentation, facilitating a seamless delivery process.
Customer Service Officer
Baccy Driving School
08.2022 - 12.2022
- Communicated detailed information about the organization’s operations and services to clients, ensuring clarity and engagement.
- Fostered and maintained positive relationships between customers and management to enhance client satisfaction and loyalty.
- Resolved customer complaints promptly and effectively, offering tailored solutions to address their concerns.
- Prepared comprehensive monthly reports on organizational activities to support management decision-making and operational improvements.
Education
Bachelor of Arts - Mass Communication
Adekunle Ajasin University
Akungba-akoko, Ondo State06-2022
Skills
- Ticket management
- Data entry accuracy
- Blockchain knowledge
- Recordkeeping and organization
- Analytical problem-solving
- Effective communication
- Emotional intelligence
- Attentiveness and focus
- Training development
- Team collaboration
- Community management
- Customer support
- Time management
Certification
- Jobberman Soft-Skills Training, 10/20
- International Customer Service Relationship Management (ICSRM), Skylight Global Tech Ltd., 12/23
References
Available upon Request
Websites
Tools And Platforms
- Customer support tools like Zendesk and Intercom
- Community Platforms (Telegram, Discord, X)
- Wallets and Exchanges
- Office Productivity Tools (Google Workspace, Microsoft Office)
Languages
English
First Language
Spanish
Intermediate (B1)
B1
Accomplishments
- Service Point Agent of the Year 2023 - DHL Express
Recognized for exceptional customer support, consistently exceeding performance targets and contributing to a 30% increase in customer satisfaction
References
References available upon request.
Timeline
Customer Support Agent
Wokkman Technologies
01.2025 - 07.2025
Community Moderator
Kayan NFT
07.2024 - 11.2024
Service Point Agent
DHL Express
02.2023 - 05.2024
Customer Service Officer
Baccy Driving School
08.2022 - 12.2022
Bachelor of Arts - Mass Communication
Adekunle Ajasin University