Oseghale

Sylvester Oseghale
Customer Support & Technical Support Specialist
Kyiv, Ukraine. [open contact info](look above in the "contact info" section). [open contact info](look above in the "contact info" section)
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Professional Summary
Creative customer support and technical support specialist with proven success across
fintech, SaaS, insurance, and crypto platforms. Skilled in empathetic communication,
technical troubleshooting, and compliance processes, with a strong ability to explain
complex concepts in simple, clear terms.
Experienced in building and optimizing support workflows, ensuring seamless
onboarding, and driving customer satisfaction.

PROFESSIONAL EXPERIENCE
Freedx Exchange - Customer Support Specialist 03.2025 - 02.2026
Responsibilities:
• Designed, improved, and optimized customer support processes, including
maintaining the knowledge base and SOP documentation.
• Resolved payment issues by liaising directly with payment processors to ensure
smooth transactions.
• Onboarded individual users and corporate clients, conducting basic compliance
reviews to meet regulatory standards.
• Delivered customer support via email and chat channels, ensuring timely and
empathetic responses.
• Processed and reviewed transactions in alignment with financial regulations and
company policies.
• Escalated and tracked bugs and system issues, collaborating with product teams to
drive timely resolutions and enhance customer retention.
• Partnered with tech and product teams to test new features on staging platforms,
providing actionable feedback for product improvements.
• Represented Freedx as a moderator/admin across social media platforms (Telegram,
X, Twitch), fostering community engagement and trust.
• Initiated outreach to potential partners and key opinion leaders (KOLs), building
strategic partnerships to expand brand presence.
WIX - Technical Support Specialist 09.2024 - 02.2025
Responsibilities:
• Provided technical support to customers via email, phone, and chat channels,
ensuring timely resolution of issues.
• Assisted users in troubleshooting and resolving technical challenges encountered
while building and managing their websites.
• Guided non-technical users step by step through platform features, enhancing
engagement and reducing repeat support requests.
• Ensured customer retention by fully resolving issues, escalating promptly to the
appropriate teams, and keeping users informed throughout the ticket lifecycle.

Baanx Group Ltd - Customer Support Specialist & Compliance 01.2022 - 09.2024
Responsibilities:
• Delivered KYC and Enhanced Due Diligence (EDD) support, ensuring compliance
with regulatory requirements and maintaining accurate customer records.
• Examined customer documentation for accuracy and completeness to meet
compliance standards.
• Assessed client risk profiles by analyzing documentation and background information.
• Verified and validated customer data to ensure adherence to UK and EU Anti-Money
Laundering (AML) regulations.
• Provided customer support via email and chat channels, resolving inquiries with a
focus on satisfaction and retention.
• Addressed and resolved customer complaints, maintaining a consistently high
satisfaction rate.
• Identified, escalated, and tracked bugs within the system, collaborating with internal
teams to ensure timely resolution and improved user experience.

Master Call Kyiv - Sales Manager 10.2020 - 11.2021
• Delivered high-quality support and service to prospects, driving successful sales and
fostering long-term customer relationships.
• Communicated with clients via phone, email, and chat channels to address inquiries
and build trust.
• Assisted with basic KYC procedures to ensure compliance with regulatory
requirements during the sales process.
Media We Work, Kyiv - Sales Representative 06.2019 to 10.2020
• Communicated with clients over the phone in English, building rapport and addressing
inquiries effectively.
• Sold company software solutions to interested clients by highlighting product features
and benefits.
• Converted initially uninterested prospects into paying customers through persuasive
communication and tailored demonstrations.

Core Skills
• Customer Support & Technical Troubleshooting (Email, Phone, Chat)
• CRM Systems (Salesforce, HubSpot, or similar)
• Empathetic, Clear Communication
• KYC/EDD Reviews & AML Compliance (UK/EU)
• Sales & Prospect Conversion (including phone sales)
• Bug Escalation & Product Feedback Collaboration
• Onboarding & Client Relationship Building
• Remote Team Collaboration & Cross-Functional Coordination
• Microsoft Office & PC/Mac Systems Proficiency
• Foundational Hardware/Networking Knowledge

EDUCATION:
• Government Science and Technical College, Abuja
• Interlink Polytechnic, Ijebu
• National Aviation University, Kiev

SOFTWARE SKILLS:
• CRM systems
• Zendesk and Freshdesk
• Atlassian suite (Jira & Confluence)
• Microsoft word, Microsoft Excel and Microsoft PowerPoint
• Photoshop
• Basic SQL and basic JavaScript
Hobbies: New Technologies, Sport and Photography