Daniel Eriom

• Delivered exceptional customer service by promptly addressing customer inquiries via email, web chat, social media, and phone, while consistently maintaining a high standard of quality and empathy.
• Performed basic and complex troubleshooting steps for various card readers to resolve multiple issues.
• Guided customers through transaction history reviews and statement downloads, delivering efficient and professional service.
• Supported customers in filing transaction disputes and chargebacks while maintaining compliance with company policies.
• Demonstrated consistent productivity by managing 6-7 touch-points per hour and taking full responsibility for assigned tasks, achieving a quality standard of 97%-98%.
• Processed refunds, tracked card readers, and reshipped devices to merchants when necessary.
• Proficiently initiated escalation tickets to relevant departments (e.g., Security, Onboarding, Technical) as needed to resolve and address complex issues within specified protocols and timelines
• Processed refunds, tracked card readers, and reshipped devices to merchants when necessary.
• Maintained current awareness of ongoing product changes, proactively ensuring knowledge remains up to date and in alignment with evolving product offerings.

• Conducted general administration such as issuing refunds,

responding to enquiries and answering external calls.

• Provided extensive, technical and in-depth information into product
  specifications to customers when required through live chat and email.
• Maintained excellent customer satisfaction by resolving issues,
  product difficulties, complaints and questions efficiently and
  effectively.
• Helped customers feel valued and appreciated by proactively going
  the extra mile to solve queries and complaints.
• Helped customers resolve difficulties using attentive listening skills
  and clever problem-solving.
• Supported customer satisfaction, addressing escalated complaints
  with diplomacy and acknowledgment.
• Addressed technical difficulties by quickly identifying and
  troubleshooting customer issues to achieve timely first-time resolution.
• Created compensatory gift vouchers for customer's using ''SAP'' when needed.
• Created return label for customers who had either lost their return label or didn't receive a return label in their parcel.
• Facilitated communication with ''Klarna'' in order to promptly update customers' payment information.
• Monitored customer orders and provided timely updates on order statuses.
• Reached out to customers to verify their address information, ensuring secure and accurate delivery of their orders.
  

• Conducted dynamic and interactive one-on-one and group English lessons for learners of all ages and proficiency levels.
• Developed personalised learning plans tailored to individual student needs, focusing on grammar, vocabulary, pronunciation, and conversational skills.
• Utilised cutting-edge virtual classroom tools and multimedia resources to create engaging and immersive learning experiences.

• Helped customers via live chat,exchange money from one currency to another, using the correct rate for the day.
• Kept myself updated on daily exchange rates and market changes to make sure every transaction was accurate.
• Explained how the exchange process worked in a simple, friendly way so customers felt comfortable and informed.
• Made sure transactions were handled quickly and smoothly, avoiding delays and keeping the line moving.
• Always aimed to give a positive experience by being approachable, answering questions clearly, and handling any issues calmly.