Summary
Overview
Work History
Skills
Timeline
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PAULA JOSEPH

Jacksonville

Summary

Crypto enthusiast with experience in digital transaction support and a strong focus on customer service and problem resolution, seeking to contribute to a dynamic crypto company by providing exceptional client support.

Overview

6
6
years of professional experience

Work History

Client Services Agent I

Workplace Options
09.2023 - 08.2025
  • Manage large amounts of inbound and outbound calls in a timely manner
  • Proficiently managed customer inquiries and provided real-time assistance through chat support channels
  • Identifying customers’ needs, clarify information, research every issue and providing solutions
  • Documented detailed summaries of customer interactions in the company’s CRM system, ensuring accurate records of communication and follow-up actions; Internal documentation
  • Liaise with other departments to resolve customer issues and questions.
  • Maintained acceptable performance metrics such as quality, productivity, first contact resolution, and attendance

Client Services Agent I

CoinList
01.2022 - 07.2023
  • Delivered ad-hoc training, education, troubleshooting and problem resolution services to clients
  • Provided partner support for both C2B (Customer to Business) and B2B (Business to Business) customers.
  • Provided timely and accurate assistance to customers while monitoring tickets with engineering to ensure prompt resolution.
  • Assisted customers with account navigation and digital transactions, providing step-by-step guidance while ensuring accuracy and security in sensitive environments
  • Escalated and tracked technical issues with account management, transactions, and platform stability, collaborating with engineering teams through Slack and Linear to ensure timely resolution.
  • Documenting customer feedback, complaints, and legal threats for complaint or managerial review
  • Maintaining positive relationships with customers and offering conflict resolution if possible
  • Identifying issues that may affect clients, and providing meaningful feedback in order to improve user experience
  • Informing team leads of inaccuracies or updates to workflows
  • Ability to quickly adapt to changes. Staying up to date with company systems and processes
  • Assisting team members by answering questions when applicable. Collaborating with team members across departments to complete tickets
  • Communicated with customers in Spanish, Turkish, Russian, and Chinese with the support of Google Translate

Client Services Agent I

Airbnb
10.2019 - 12.2021
  • Acted as the primary interface between Airbnb and its business partners
  • Resolved product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
  • Provided partner support for both C2B (Customer to Business) and B2B (Business to Business) customers
  • Guided customers through the company’s website interface to locate desired products or services efficiently
  • Responding to incoming calls and chats regarding billing issues, product problems, service questions and general client concerns
  • Collaborated with various departments to address and resolve customer issues, showcasing effective cross-functional communication and problem-solving skills
  • Contributed to a positive work environment and proactively aided teammates with difficult contacts as needed
  • Demonstrated an appropriate sense of urgency and adaptability in response to changing business needs.
  • Task management and technical efficiency; used the company’s CRM to Keep track of several different clients and customer information

Skills

  • Cryptocurrency & Blockchain: Strong understanding of cryptocurrency, blockchain fundamentals, and digital asset transactions; personal trading experience including wallet navigation and transaction tracking
  • Customer Relationship Management (CRM): Experienced with Zendesk, HubSpot, Twilio, and SendGrid for managing and resolving customer requests
  • KYC & Compliance: Experience using KYC software to perform 2FA verification and support onboarding processes
  • Issue Tracking & Project Management: Proficient with Jira and Linear for escalation and technical issue tracking
  • Fraud Prevention & Risk Management: Familiar with API tracking, fraud prevention, and risk management tools
  • Languages: Native English; professional proficiency in Spanish (also experience assisting customers in Turkish, Russian, and Chinese via translation tools)
  • Customer Service Skills: Skilled in transaction tracking, crypto wallet operations, troubleshooting, problem-solving, multitasking, and delivering empathetic support

Timeline

Client Services Agent I

Workplace Options
09.2023 - 08.2025

Client Services Agent I

CoinList
01.2022 - 07.2023

Client Services Agent I

Airbnb
10.2019 - 12.2021

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PAULA JOSEPH