Jahnelle Lyanne, Customer Support Specialist

About

Personable and adaptable SaaS / B2B/ B2C Customer Support Rep with 6 years of experience in technical support, Sales, and Administrative Support who is adept at taking complex concepts and making them comprehensible to Customers. Customer-focused and calm under pressure. Trained in diagnostics and advanced troubleshooting techniques.

Experience

THE COIN APP

Nov 2019 – Aug 2022

Remote

Customer Support Specialist

Diagnosed, identified, investigated, and resolved issues with COIN mobile app and ERC 20 tokens problems while utilizing historical database and Internal CRM records shortening the resolution time from 25 minutes to 10 minutes. Optimized troubleshooting techniques to resolve COIN app functionality, usability, and connectivity issues, escalated technical issues to the Engineering and Product team ensuring issues were resolved on time

Ecurrency4U - Crypto Exchange

Jul 2014 – Sep 2019

Remote

Customer Support Agent

Answered and resolved customer inquiries on exchanging, selling, and buying cryptocurrencies to/via several payment options Checked for information on Crypto orders/transactions on Block Explorer to resolve disputed orders. Troubleshoot HTML and CSS webpage errors clients reported with web browser-based dev tools and escalated when necessary to the Engineering team for resolution among many other assigned tasks

Education

University of Ghana

Aug 2017 – May 2021

Bachelor of Arts, Psychology

Jahnelle Lyanne

Customer Support Specialist

Skills

Languages