JENNEFER CONCEPCION-ELESIS
Customer Support Specialist
Quezon City, Philippines
Summary
Results-driven Customer Support Specialist experienced in cryptocurrency and fintech environments. Delivered exceptional customer experiences through effective live chat support, account troubleshooting, and crypto transaction assistance. Focused on maintaining professional relationships to enhance service delivery and drive business results.
Overview
2
2
Certifications
8
8
years of professional experience
Work History
Customer Support Specialist
LBank
03.2026 - 05.2026
- Provided high-volume live chat support for global cryptocurrency exchange, enhancing customer satisfaction.
- Assisted users with account access, deposits, withdrawals, trading functions, and platform navigation.
- Troubleshot and resolved crypto transaction concerns across web and mobile platforms, ensuring seamless user experience.
- Managed multiple simultaneous interactions through LiveChat, coordinating escalations via Lark to expedite issue resolution.
- Escalated complex concerns to relevant teams while ensuring timely customer resolution.
Senior IU Specialist (Subject Matter Expert)
Bitget
08.2025 - 02.2026
- Acted as Futures Trading SME, handling escalated and high-priority concerns.
- Oversaw Zendesk queues, maintaining SLA compliance and effectively prioritizing cases for optimal support.
- Partnered with internal stakeholders to streamline support workflows, enhancing resolution quality and response times.
Resolution Desk Agent II
Coinbase Philippines Inc.
05.2022 - 06.2025
- Resolved escalated cryptocurrency and blockchain-related cases, ensuring accurate outcomes for customer satisfaction.
- Collaborated with Product, Compliance, Safety, Risk, Payments, and Engineering teams to enhance cross-functional processes.
- Updated internal documentation, FAQs, and knowledge base materials to ensure operational consistency and support team efficiency.
Customer Service Representative
Telus International
02.2020 - 05.2022
- Provided customer support in high-volume service environments.
- Addressed inquiries promptly, ensuring positive customer interactions.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Service Specialist
Teleperformance
01.2018 - 07.2019
- Delivered front-line customer support, resolving issues to enhance customer experience.
- Addressed account-related concerns, maintaining high levels of customer satisfaction.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Education
Bachelor of Science - Marketing Management
De La Salle – College of Saint Benilde
Manila, Metro Manila, Philippines 04.2001 -
Skills
Customer Support Operations
Chat support
Escalation Management
Certification
Lean Six Sigma Yellow Belt
Timeline
Customer Support Specialist
LBank
03.2026 - 05.2026
Senior IU Specialist (Subject Matter Expert)
Bitget
08.2025 - 02.2026
Resolution Desk Agent II
Coinbase Philippines Inc.
05.2022 - 06.2025
Customer Service Representative
Telus International
02.2020 - 05.2022
Customer Service Specialist
Teleperformance
01.2018 - 07.2019
Bachelor of Science - Marketing Management
De La Salle – College of Saint Benilde
04.2001 -