Eunice Bolanle Folarin

CUSTOMER SUPPORT AGENT

Profile

An Experienced Customer Support Personnel with strong knowledge of CRM, Zendesk, Cryptocurrency and Blockchain Ecosystem. A dedicated individual with adept knowledge of the Industry to successfully manage operations and provide an excellent service to customers via various channels. Employment History

Customer Support Supervisor, PROBIT GLOBAL, Tallinn NOVEMBER 2 0 2 1 — F EBRUARY 2 0 2 2

• Team management and supervision of team members daily.

• Assigning daily task to each member of the team and ensuring good record-keeping of their performance.

• Follow-up on escalated issues to ensure prompt resolution and customers are well informed.

• Monitoring of daily task performance such as live chat on days we have a long backlog and customers need to be attended to.

• Provide feedback and adequate training to members of the team on a regular basis.

• Keeping a good record of each team member's performance in order to give constructive feedback during one-on-one sections.

• Give feedback from Tallinn team to the CS Manager in Korea in order to be on the same page while achieving team goals.

• Serve as knowledge champion or go-to-person, when complex cases are identified

• Working with the marketing team in updating FAQs based on frequent ticket raised by our customers.

Customer Support Agent, PROBIT GLOBAL, Tallinn

J ULY 2 0 2 1 — NOVEMBER 2 0 2 1

• Handle customers requests via Telegram, Zendesk and live chat.

• Ensure follow-up cases on tickets that need to be raised internally.

• Investigate if the user used the supported blockchain or wallet address for their eposit or withdrawal tramsactions

• Report frequent issues raised by customers to team lead and ensure the right Jira ticket are raised.

• Advise customers on cases where the transaction has been sent to a wrong wallet address and Blockchain

• Running checks on costumers' accounts for address, data, and document verification.

• Spotting inconsistencies in the information provided by customers in order to analyze and form an opinion on the acceptability of the customer as per regulatory and internal policy requirements.

• Working with other departments on cases that need to be escalated such as IT-related issues on customer's app as well as compliance and AML team on any suspicious activities identified.

Customer Support Representative, HOTELES BLUE BEACH BOUTIQUE, Spain

MARCH 2 0 2 1 — MAY 2 0 2 2

Details

E-vilde Tee 134-40

Tallinn, 12614

Estonia

+372-********

adqbso@r.postjobfree.com

Links

LinkedIn

Skills

Good knowlegde of CRM tool,

Zendesk application and Jira

Effective Time Management

Good communication Skills

Proficiency in the use of

Microsoft Office tools

Customer Relationship

Management

Good knowledge of Blockchain

ecosystem

Languages

English

Yoruba

• Attend to customers upon their arrival and help them locate key places in the hotel.

• Registration of guest data and data comparison based on the information provided online during their booking.

• Handling of booking and hotel reservations both online and offline.

• Keep proper records of customers' check-in and out for record-keeping and data analysis.

• Give a monthly breakdown of the number of guests received per week and monthly to managers in order to make decisions to help the team cater to the customers' needs.

• Escalate and ensure proper follow-up on issues raised by customers with the management on the use of our service in order to ensure they are fixed and well attended to.

• Liaising with the housekeeping team to ensure rooms are clean and tidy. Call Center Agent and Knowledge Champion, CNSSL CONTACT CENTRE LIMITED, Lagos, Nigeria

NOVEMBER 2 0 1 2 — DECEMBER 2 0 1 5

• Resolving customers' issues via phone calls, CRM and chats.

• Ensure customers' queries are resolved within the SLA period of 48 hours response time.

• Updating of customers data and recording of issues/inquiries on CRM

• Use of customer communication tools such as Zendesk to communicate with customers on a daily basis.

• Escalating unresolved issues to the backend developer and ensuring proper follow-ups are made.

• Works as knowledge champion thereby having up-to-date information about recent changes on the use of our product and communicating them with other team members.

• Provide training to other team members on updates to our product so customers are well informed.

• Serve as a go-to person in cases where complex issues are identified.

• Provided intensive training to junior team members on updates made. Courses

DIPLOMA IN CREATIVITY AND BUSINESS INNOVATION, Estonian Entrepreneurship Universityof Applied Science

JANUARY 2 0 1 8 — DECEMBER 2 0 2 1

HIGHER NATIONAL DIPLOMA (HND) IN BANKING AND FINANCE,- Lagos State Polytechnics, Ikorodu, Nigeria

AUGUST 2 0 0 6 — J ULY 2 0 0 9

TRAININGS ATTENDED

Anti-money lauandering Concept: AML KYC and Compliance, Udemy DECEMBER 2 0 2 1

Managing a Customer Service Team, Linkedin

OCTOBER 2 0 2 1

Customer Service Foundation, Linkedin

S E P T EMBER 2 0 2 1

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