Customer Relations & Crypto Support Specialist
Resume:
OGECHI
OHA
*******@*****.***
Lavon, TX 75166
Customer-focused professional with expertise in conflict resolution and problem-solving. Delivers effective service solutions that enhance customer satisfaction and loyalty. Collaborates seamlessly within teams, adapts to evolving demands, and drives results through efficient, empathetic interactions.
PROFESSIONAL SUMMARY
SKILLS
• Customer support expertise
• Client relations
Strong background in customer
support
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• Call center experience
• Data analysis
• Conflict resolution
• Issue resolution
• Problem resolution
• Customer engagement
• Relationship building
• Dispute resolution
• Order management
• Issue resolution
• Microsoft Excel
• Microsoft Outlook
• Scheduling
• Appointment management
• Transaction monitoring
• Transaction processing
University of Rivers State
Nigeria • 09/2002
Bachelor of Science: Mass
Communication
EDUCATION
PayPal - Customer Relations Executive
San Francisco, CA • 01/2022 - 08/2026
Morenike Enterprise - Account Payable Specialist
Midlothian, TX • 03/2018 - 12/2021
WORK HISTORY
• Customer Service Representative
• Delivered quality customer support via phone, email, and chat. Handled over 50 customer calls daily, addressing inquiries and resolving issues promptly.
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De-escalated conflicts while maintaining company reputation and trust.
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Guided users through cryptocurrency purchases, transfers, and wallet security best practices.
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Monitored blockchain transactions for suspicious activities and escalated high-risk cases.
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Educated customers on digital asset policies and risk prevention strategies, enhancing their understanding and security.
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Collaborated with compliance teams to ensure transactions met regulatory standards.
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Conducted in-depth investigations on customer disputes, chargebacks, and fraudulent activities.
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Reviewed cryptocurrency transactions for compliance with AML and KYC regulations.
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Resolved customer disputes by analyzing transaction data, communication logs, and digital documentation.
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Communicated investigation findings clearly to customers and internal stakeholders.
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Applied PayPal policies and financial regulations to ensure fair and lawful outcomes.
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Assisted users with account limitations, identity verification, and transaction holds.
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Collaborated with the Risk, Compliance, and Legal teams to identify trends and prevent future issues.
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Worked remotely to assist customers with inquiries and support needs.
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Ensured timely payments for all invoices, maintaining strong relationships with vendors and suppliers.
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HCI GROUP - Helpdesk Officer
WA • 05/2021 - 06/2021
Resort Savings & Loans PLC - Mortgage Branch Manager Nigeria • 05/2013 - 12/2017
Verified vendor and customer information and followed up on client issues, enhancing communication and resolution processes.
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Managed 30+ incoming calls, emails, and faxes daily, providing timely support and information to customers.
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Contributed to year-end closing process by ensuring all outstanding payables were accurately recorded and settled promptly.
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Reached out to vendors and customers to verify information and follow up on client issues.
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Updated vendor information regularly, maintaining accurate contact details and banking information for prompt payment processing.
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Managed approximately 30 incoming calls, emails and faxes per day from customers
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Maintained accurate records of support requests, facilitating data- driven enhancements to helpdesk operations.
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Performed thorough diagnostics on reported issues before escalating them to higher-level support teams, minimizing wasted time and resources.
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Assisted users in troubleshooting software and hardware problems, reducing disruption to daily tasks.
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Performed thorough diagnostics on reported issues before escalating them to higher-level support teams if needed, minimizing wasted time and resources spent on simple fixes that could have been resolved sooner.
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Coordinated scheduling of Covid-19 vaccine appointments for individuals at the healthcare facility.
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Handled sensitive patient data per HIPAA guidelines, ensuring secure processing, accurate documentation, and confidentiality.
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• Followed up with clients to ensure confirmation of appointments.
• Provided remote assistance to users experiencing technical issues. Conducted thorough risk analysis assessments before approving loans, minimizing default rates within the portfolio consistently over time.
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Ensure all credit applications are processed in a timely manner based on stipulated guidelines and policy rules.
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Ensure that salespeople submit their credit applications immediately upon completion.
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Mentored junior team members to enhance skillsets and support career advancement.
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Handle customers' complaints and all credit-related inquiries within 24 hours.
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Mentored junior team members, fostering an environment of professional growth and development.
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Conducted field visits to assess client needs and gather market insights.
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Generated high-quality leads using data-driven analysis of target markets and competitors' activities.
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Conduct regular branch briefings to share common errors, preventive measures for syndication, etc.
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Resort Savings & Loans PLC - Senior Business Development Officer Nigeria • 01/2009 - 04/2013
Fostered a positive working environment based on mutual respect, open communication channels, and the shared pursuit of common goals amongst team members.
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Performed various additional tasks as directed by management to support operations.
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Conducted risk analysis assessments prior to loan approvals, leading to consistently minimized default rates.
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Cultivated a positive work environment through mutual respect and open communication, aligning team efforts toward shared goals.
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Negotiated mutually beneficial contracts with suppliers/vendors that contributed to cost reduction initiatives.
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Coordinated conferences, seminars, and trade shows to effectively promote company offerings and enhance brand visibility.
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Managed diverse client portfolio, addressing unique needs to strengthen relationships and improve client satisfaction.
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Drove growth, sales, customer service, and information efficiency across electronic tools and systems.
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Implement electronic business strategies that reduce costs in banking.
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Consistently analyze customer usage of ATM cards bank-wide on a daily basis, working within the marketing department to increase their use and with the information technology group to improve their user-friendliness.
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As new processes and systems are implemented, train all employees on their proper usage.
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English (Highly proficient).
LANGUAGES
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