Collins Ugezene
Tallinn
Summary
Motivated, eager to improve and streamline service procedures to maximize team efficiency and customer satisfaction. Specialized in quality, speed, and performance improvements. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Senior Warranty Specialist
Eippa WSOperations OÜ
06.2021 - Current
- Provides warranty support to customers as well as service and sales departments
- Prepares records, reconciles warranty claims, and process payment
- Collaborated with suppliers and vendors on resolving quality problems that resulted from defective products under warranty coverage.
- Facilitated communication between customers, vendors, and internal departments during the claims process.
- Participated in regular meetings with stakeholders in order to discuss new developments related to warranties or customer service initiatives.
- Assisted with training new staff members on proper handling of customer inquiries related to warranties.
- Monitored expiration dates for all active warranties in order to prevent any lapses in coverage.
- Developed processes and procedures related to warranty services in order to improve efficiency.
Customer Support Specialist/Compliance Specialist
Binance
12.2022 - 11.2023
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Streamlined support processes for increased efficiency and reduced response times.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Reviewed and updated existing compliance policies and procedures.
- Conducted periodic internal audits to ensure compliance with applicable regulations.
- Provided guidance to staff on regulatory requirements, policies, and procedures.
- Performed risk assessments to identify areas of non-compliance and potential risks.
- Investigated complaints related to the violation of standards or regulations.
Customer Support Specialist
MEXC Global Crypto Exchange
05.2022 - 11.2022
- Provide a helpful, supportive Tier 1 customer service experience for global customers
- Answer live chats and emails and provide follow-up with occasional outbound outreach.
- Follow standard operating procedures and escalate problems to Supervisors and Tier 2 support
- Maintained a high level of professionalism while interacting with customers via phone or email.
- Followed up with customers after transactions to ensure satisfaction levels were met.
- Investigated escalated customer complaints utilizing problem-solving skills to identify root causes of issues.
Customer Support Specialist
ProBit Global Crypto Exchange
12.2021 - 02.2022
- Handle live chat and other service methods
- Manage complaints by providing solutions and options within the time limits and following up to ensure resolution
- Support other business units with customer liaison, accurately documenting customer requests.
- Documented customer correspondence in CRM to track requests, problems and solutions.
Customer Support Team Lead
Globacom Limited
08.2010 - 03.2015
- Provided support and guidance to new customer service representatives; assisted with onboarding process.
- Conducted weekly team meetings to discuss customer service performance metrics, best practices, and any areas of improvement.
- Created training materials for new customer service representatives.
- Provided one-on-one coaching sessions to help employees improve their customer service skills.
- Resolved escalated issues from customers or other departments within the organization.
- Monitored daily call volumes and adjusted staffing schedules accordingly.
- Reported regularly on key performance indicators related to customer service operations.
Education
Bachelor of Science - Business Administration And Management
Estonian Entrepreneurship University
Tallinn12.2021
Diploma - Logistics And Supplychain
Valgamaa Kutseõppekeskus
Estonia08.2021
Diploma - Teaching English As A Second Language
The TEFL University
Uinted Kingdom 04.2016
Bachelor of Science - Acconting
Lagos City Polytechnic
Lagos, Nigeria11.2010
Skills
- Strong Verbal and Written Communication skills
- Complaint Resolution
- Microsoft Office, Excel, Powerpoint and Google Tools
- Skilled in using CRM Tools, Zendesk, Confluence, Zoho, Jira, Siebel etc
- Inbound,Outbound Calling, and Live Chat
- Staff Training
- Adaptive Team Player
- Problem-Solving Abilities
Certification
Yellow Belt Six Sigma Certification
Languages
English
Native language
English
Proficient
C2
Spanish
Upper intermediate
B2
Estonian
Elementary
A2
Leadership
- International Student Representative - Estonian Entrepreneurship University of Applied Science
- Public Relationship Office - Association of African Student Estonia
- Departmental Student Representative Speaker - Auchi Polytechnic
Timeline
Customer Support Specialist/Compliance Specialist
Binance
12.2022 - 11.2023
Customer Support Specialist
MEXC Global Crypto Exchange
05.2022 - 11.2022
Customer Support Specialist
ProBit Global Crypto Exchange
12.2021 - 02.2022
Senior Warranty Specialist
Eippa WSOperations OÜ
06.2021 - Current
Customer Support Team Lead
Globacom Limited
08.2010 - 03.2015
Bachelor of Science - Business Administration And Management
Estonian Entrepreneurship University
Diploma - Logistics And Supplychain
Valgamaa Kutseõppekeskus
Diploma - Teaching English As A Second Language
The TEFL University
Bachelor of Science - Acconting
Lagos City Polytechnic
Yellow Belt Six Sigma Certification
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