Open to opportunities

Elgiva Elesi-John

@elgivaelesi-john

Message

Fintech customer support professional focused on fast, accurate issue resolution and compliance-ready records.

Zimbabwe

Message

What I'm looking for

I’m looking for a fintech/digital payments role where I can deliver multi-channel customer support, handle payment-related issues, and keep audit-ready records—working closely with Operations and Technology while continuously improving CSAT and first-contact resolution.

I’m a Customer Support Officer with 2+ years delivering multi-channel support (chat, email, phone) in fintech and digital payments. I handle payment processing, invoicing, deposits, and account reconciliations with a strong record of accuracy and zero SLA breaches.

I bring measurable customer outcomes—92% CSAT and 85% First Contact Resolution—by communicating clearly and resolving issues empathetically and quickly. I also maintain accurate, audit-ready customer and transaction records across tools like Freshdesk, HubSpot, and Bitrix24 to support seamless team handoffs.

Alongside customer support, I’ve worked as a Virtual Bookkeeper where I recorded and reconciled daily financial transactions, managed accounts payable/receivable, and performed regular bank reconciliations. I enjoy collaborating cross-functionally with Operations and Technology teams, and I’m currently building working knowledge of digital wallets, stablecoins, and blockchain payment networks.

Experience

Work history, roles, and key accomplishments

Current

Virtual Bookkeeper

Current

Meljo Technology

Jan 2025 - Present (1 year 8 months)

Recorded and reconciled daily financial transactions, including income, expenses, and payments, with accurate, audit-ready records. Managed accounts payable/receivable, invoicing, deposits, withdrawal follow-ups, and produced weekly/monthly reports with cash-flow monitoring and bank reconciliations.

Financial Reconciliations Accounts Payable Accounts Receivable Invoicing Deposits Withdrawal Follow Up Bank Reconciliation

Customer Support Representative

Meljo Technology

Jan 2023 - Jan 2024 (1 year)

Resolved 100+ daily customer inquiries across chat, email, and phone, handling payment, billing, and account issues while maintaining zero SLA breaches. Improved customer outcomes by achieving 92% CSAT and 85% first contact resolution, maintaining audit-ready records in Freshdesk, HubSpot, and Bitrix24, and reducing handle time by 20% via response templates and an internal FAQ.