Pelumi Hezekiah

Founded and scaled a crypto-education community from zero to 200+ active, engaged members across WhatsApp and Telegram. Guided members through crypto and fiat transactions, wallets, and multiple payment apps, translating technical steps into clear, simple guidance.

Resolved inquiries for 100+ clients daily across live chat, email, and phone, maintaining speed and accuracy under high-volume conditions. Led resolution of escalated complaints end-to-end, partnering with Technical teams on root-cause fixes that cut repeat complaints by 10%.

Supported client inquiries across phone and email, resolving issues promptly and maintaining consistently high satisfaction. Logged and escalated complex cases with clear, actionable internal notes.

Guided customers through multi-channel support (chat, email, phone) end-to-end, confirming resolution and satisfaction on every case handled. Built and launched an internal FAQ knowledge base adopted team-wide, cutting repetitive inquiry volume by an estimated 20%.

Coordinated daily support workflows across multiple client accounts, maintaining accurate, up-to-date interaction records. Streamlined the onboarding process, cutting client onboarding time by an estimated 15%.

Managed 80–120 daily client inquiries across phone and email, resolving issues promptly while sustaining consistently high satisfaction scores. Partnered with operations to refine response templates, reducing average handling time by an estimated 12%.

Earned a Bachelor of Science in Sociology and Anthropology from Obafemi Awolowo University in 2023.