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Juliet
Esinam

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Finished gigs
0
Finished jobs
0
Website
Not specified
Country
Not specified
Skills
Legal
Admin Support
Customer Service
Accounting and Consulting Specialist
Gaming
Blockchain & Crypto
Compliance
Social Media
Virtual Assistant
Administrative Support Specialist
Google Docs
User Authentication
CRM
User Profile Creation
Chat Support
Email Handling
Customer Support
Telephone Handling
Email Communication
Blockchain
Ethereum
Slack
Crypto
NFT
Community Management
Web3
DeFi
Cryptocurrency
Negotiation
Metaverse
Adaptability
Arranging Meetings
Due Diligence
Financial Markets
Problem-Solving
Regulatory Compliance
Risk Management
Specialization
Hourly rate
Not specified
About me
Hi there, thanks for stopping by my profile. My friends usually call me Jules. I have more than a decade of experience in the fintech and crypto trading sector as a Customer-focused and driven Support Specialist. I have a strong background in risk management, compliance, and client education. I excel at identifying account problems, finding effective solutions, and improving customer happiness. I am proficient in creating detailed risk management reports and keeping abreast of industry developments. I am dedicated to providing excellent customer service and playing a role in team achievements.
https://www.linkedin.com/in/juliet-esinam/

Work experience

SwitchMarkets
December 2019 – May 2024
Job title
Client Support Specialist
Work experience & achievements
Collaborated with the Trading team to investigate and resolve over 300 customer complaints related to Crypto, Forex, CFDs, and Stock trades/orders, including margin analysis, position liquidations, and trade cancellation requests, resulting in a 96% customer satisfaction rate. • Diagnosed account issues for 300+ clients by analyzing transaction histories and proposing personalized solutions, resulting in a 25% decrease in customer churn. •Performed due diligence audit by cross-referencing information from Sumsub and Onfido databases for AML and KYC compliance, resulting in a 99% success rate in account openings without regulatory issues. •Identified and resolved 15 customer experience issues on our website and Trading platforms (MT4 and MT5) by collaborating with cross-functional teams, resulting in a 20% increase in overall client satisfaction. • Created and monitored Sponsored VPS in the broker panels for Forex and Crypto Clients when they met requirements

Education

University Of Ghana
Graduation year: 2020
Level of study
Bachelor
Major / Field of study
Psychology
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