Customer Support Representative — PaidBy February 2024 – July 2025
PaidBy is a fintech payment platform serving merchants across multiple markets. In a high-volume, high-stakes environment where payment failures and payout delays have direct consequences for business cash flow, I was responsible for real-time support across live chat, calls, and email managing 50+ merchant interactions daily.
The nature of fintech support demands more than communication skill. It requires the ability to diagnose technical issues accurately, navigate compliance requirements without error, and de-escalate financially stressful situations while keeping the merchant's trust intact.
What I delivered:
Resolved 95% of payment processing, payout delays, and settlement issues within SLA keeping merchant cash flow uninterrupted
Supported merchants through KYC verification and compliance checks, reducing account approval time by 30% and accelerating their ability to accept payments
Diagnosed API and dashboard integration errors in close collaboration with the technical team, raising first-contact resolution rates by 40% for technical cases
Managed refunds, disputes, and escalations with full regulatory compliance cutting resolution times by 25% while maintaining 100% adherence to requirements
Customer Support Agent / Virtual Assistant — Black Coffee Express August 2023 – February 2024
Black Coffee Express is a logistics-focused operation where the pace of customer inquiries matches the pace of shipments. Fast, high-volume, and intolerant of delays. I handled up to 100 daily inquiries across phone, email, and chat, covering delivery delays, incorrect shipments, and billing discrepancies.
Beyond resolving tickets, I used this role to build operational infrastructure that outlasted any individual interaction:
Built an address-verification automation script in HubSpot that reduced order errors by 40% within two months of implementation
Executed onboarding campaigns for 200+ clients using Trello, Zapier, and email automation improving both engagement speed and consistency
Trained internal teams on CRM usage, created macros and response snippets, authored knowledge base content, and built task-prioritization workflows that increased overall support efficiency by 40%
Provided administrative support across research, documentation, scheduling, and client communications
Customer Service Representative — Xiomara Naturals September 2021 – July 2023
Xiomara Naturals is a skincare brand where customer relationships are built on trust, product knowledge, and personalized guidance. Managing 70+ daily interactions via Zendesk, live chat, and email covering product recommendations, skincare concerns, order tracking, and refunds. I learned that great customer support in a consumer brand isn't just resolution. It's relationship.
Improved first-response rates by 35% through structured triage and faster ticket routing
Developed a proactive outreach program that reduced product return rates by 15%, catching issues before they became complaints
Supported virtual skincare consultations by managing scheduling, follow-ups, and CRM-documented customer profiles
Onboarded 300+ customers through targeted educational content and email campaigns, contributing to a 30% increase in annual retention
What clients and merchants say:
"Naomi has been one of the most reliable support agents we've ever worked with. She resolved our payout and API issues quickly and explained every step clearly. Her professionalism and patience made the entire process easier for our team. We always felt supported and valued." — Fintech Merchant, PaidBy
"Working with Naomi changed the way we handle logistics communication. She followed up closely, resolved our shipping issues faster than expected, and even helped us automate parts of our CRM. Her attention to detail and responsiveness gave us complete confidence in our operations." — Operations Manager, Black Coffee Express
"Naomi was incredibly kind and knowledgeable during my skincare consultation. She answered all my questions, helped me choose the right products, and followed up to ensure my package arrived. It's rare to find support professionals who show this level of care." — Customer, Xiomara Naturals