Emmanuel Alabi

 CUSTOMER SUPPORT PORTFOLIO Emmanuel Alabi Customer Support & Success Specialist 4+ years keeping users from churning when things go wrong.- | - | LinkedIn | Remote - Available Globally Two things worth knowing before the case studies: I study Psychology, not as a credential, but because it’s why I’m good at reading what a frustrated user actually needs versus what they’re saying. I also hold a Google Cybersecurity Professional Certificate plus technical certifications relevant to the platforms I’ve supported, which means I can speak to engineering teams in a language they understand. AT A GLANCE 50-70 Interactions handled per shift 20,000+ Users supported across platforms 12 agents Remote team built and led 14 SOPs written from scratch 3 of 3 Feedback reports that reached the product roadmap ~40% Ticket volume reduction after recommendations 2 weeks Zendesk implemented end-to-end 90 seconds Time to move a public escalation to private 4 KPIs Introduced where none existed (FCR, response time, resolution rate, CSAT) Open to full-time CS roles, part-time contracts, and freelance engagements. Available immediately Case Studies 01 · Building a Support Function from Zero [Operations] [Team Leadership] [Zendesk] COMPANY: Bitlink Exchange | ROLE: Customer Service Team Lead | PERIOD: Feb 2021 - Mar 2023 Outcome: Full infrastructure built • KPIs introduced • Response time reduced CONTEXT When I joined Bitlink Exchange as Customer Service Team Lead, the support function existed in name only. Agents were handling tickets across the African crypto market with no ticketing system, no documented processes, no performance metrics, and no training programme. Every agent was running their own version of support. Leadership had no visibility into what was happening. My job was to build it properly. All from scratch. WHAT I BUILT • Zendesk Implementation: Ticket routing rules, automation workflows, SLA configurations, and reporting dashboards built end-to-end. The team went from email chaos to a structured queue in two weeks. • 14 SOPs: Covered every support workflow such as account issues, transaction disputes, KYC escalations, withdrawal delays, platform errors, and escalation paths. New hires had a process to follow on day one. • KPI Framework: KPI framework introducing first-contact resolution rate, average response time, resolution rate, and CSAT. Before this, leadership had no consistent data. After, performance reviews ran on actual numbers. • Training Programme: Full new hire training programme built from scratch including Zendesk workflows, CS standards, escalation procedures, product knowledge. Every agent hired during my tenure went through it personally. Average response time dropped after FCR training and standardized escalation protocols were in place. Agents stopped making inconsistent decisions on identical issues because the SOPs removed the guesswork. WHAT THIS SHOWS • Can build CS infrastructure, not just operate within it. • Zendesk implementation from zero, including routing and automation. • Translates chaos into a repeatable, documented process. • Creates measurable output where none existed before. 02 · Peak-Event Support at Scale [High-Volume Support] [Live Events] [Security] COMPANY: Karate Combat | ROLE: Customer Support Specialist | PERIOD: Jun 2023 - Jan 2026 Outcome: Zero SLA breaches • Incident rate reduced in 30 days • Feedback fed into product updates CONTEXT Karate Combat is a live combat sports platform with a blockchain-based gaming layer built on Hedera. Users vote on fight outcomes using $KARATE tokens and interact across a 20,000+ member community on Discord, Telegram, and the KC mobile app simultaneously. Support during fight nights is different from standard support. Response windows compress. Volume spikes without warning. The same technical issue can affect hundreds of users at once. Slow response shows, publicly, in real time. HOW I HANDLED IT • Live Event Triage System: Voting errors and wallet issues first, app feedback and general questions last. The right problems got resolved while the event was still live. • Security Infrastructure: Scam detection, bot raid blocks, and phishing filters deployed from scratch. Community incident rate dropped within 30 days. Detection ran automatically so it didn't eat into support bandwidth during peak hours. • Pattern Documentation: Recurring complaint categories tracked across shifts and turned into structured feedback reports for the product team. Several fed directly into platform updates including changes to voting confirmation display. • Structured Escalation: Technical issues went to engineering with device type, OS, wallet type, exact error message, timestamp, account ID. Not vague descriptions. High-volume support during a live event isn’t about speed alone. A fast but wrong answer on a blockchain platform, where wallet behaviour has real stakes, creates more problems than a slightly slower correct one. WHAT THIS SHOWS • Performs under real-time pressure across multiple channels simultaneously. • Builds security infrastructure proactively, not reactively. • Connects support patterns to product improvement. • Escalates with the precision engineers actually need. 03 · Multi-Channel Communication [Writing Sample] [Multi-Channel] TYPE: Writing Sample | CHANNELS: Discord • Telegram • Email • Live Chat THE SCENARIO A Bitlink user can’t complete a withdrawal. It’s been two hours. The app shows ‘pending’ with no further information. Same problem, same resolution path, but handled differently across four channels. DISCORD User my withdrawal has been pending for 2 hours, nothing is moving, what’s going on?? Emmanuel Hey! Two-hour pending usually means a network congestion delay, not a failed transaction. Your funds are still there. Can you open a ticket with your wallet address and the transaction hash? I’ll check it directly and update you within 15 minutes. TELEGRAM User Hi I sent a withdrawal 2 hrs ago still showing pending. Is my money safe? Emmanuel Hi! Your funds are safe. Pending for 2 hours usually means a brief network delay during a busy period, not a failed send. Please share your wallet address and transaction hash in a DM and I’ll check the status for you right away. EMAIL Emmanuel Hi [Name], Thank you for reaching out. Your withdrawal is in a pending state, this is usually caused by temporary network congestion and doesn’t indicate a failed transaction. Your funds remain in your account. Could you reply with your wallet address and the transaction hash from your withdrawal history? I’ll check the blockchain record and get back to you within the hour. ~ Emmanuel, Customer Support LIVE CHAT User my withdrawal is stuck at pending for 2 hours Emmanuel I’m on it. Two hours pending usually means a network delay, funds are still there. Can you paste your transaction hash so I can check the blockchain record directly? Emmanuel While you find that, can I also confirm the wallet address you sent to? WHAT CHANGES ACROSS CHANNELS Tone, format, and message length shift per channel. Discord and live chat are faster and more direct, Telegram sits in the middle, email is the only context where a formal opening, full paragraphs, and a sign-off belong. Live chat works better in short bursts than one long message. What stays the same: reassurance comes first, the information request is always specific, and the response time commitment is always stated. WHAT THIS SHOWS • Adapts format and tone to channel without changing the substance • Leads with reassurance before asking for information • Keeps technical requests specific and actionable • Live chat fluency: short messages, parallel threading 04 · Customer Feedback Analysis Report [Analysis] [Reporting] [Product Feedback] COMPANY: Karate Combat | PERIOD: Q3 2024 | SOURCE: Discord • Telegram • Support tickets Outcome: 3 themes identified • All 3 recommendations reached product roadmap • Ticket volume down ~40% in Q4 PURPOSE Three recurring complaint patterns were generating the bulk of support volume in Q3 2024. Each represented a fixable problem that nobody had formally documented. This report covers the themes, root causes, and recommendations submitted to the product team. THEME 01 • SNAPSHOT TIMING CONFUSION (~38 TICKETS/EVENT) Users initiated $KARATE withdrawals from centralized exchanges close to the 48-hour snapshot deadline. CEX withdrawal delays meant tokens arrived after the snapshot even when initiated before it. Users had no way of knowing this was possible. Recommendation: In-app snapshot reminder at 72hr and 24hr before cutoff with a clear explanation of CEX withdrawal times. Pin a snapshot FAQ in Discord and Telegram before each event. Outcome: Snapshot reminder added before KC49. Ticket volume on this theme dropped ~40% in Q4. THEME 02 • VOTING CONFIRMATION AMBIGUITY (~24 TICKETS/EVENT) Post-vote UI didn’t show a clear success state. Users voted, saw a brief UI change, and weren’t confident the action registered, especially on slower connections. Several users tried to vote multiple times. Recommendation: Explicit ‘Vote Confirmed’ screen with a corresponding graphics. Outcome: Updated confirmation screen shipped in KC48. THEME 03 • REWARD DISTRIBUTION DELAYS (~19 TICKETS/EVENT) Reward distribution is processed on-chain after each event and can take 30 minutes to several hours. No in-app communication existed to tell users this was normal. Recommendation: Post-event message explaining the reward distribution timeline — ‘Rewards are being distributed. This typically takes 1-4 hours.’ Outcome: Reward status messaging appeared in the app by KC47. SUMMARY Theme Avg. tickets/event Status Snapshot timing confusion ~38 Shipped and volume down by 40% Voting confirmation ambiguity ~24 Shipped in KC48 Reward distribution delays ~19 Shipped by KC47 WHAT THIS SHOWS • Reads support volume as a signal, not just a workload • Translates complaint patterns into actionable product recommendations • Communicates clearly with product teams across functional boundaries • Closes tickets at the source, not just one at a time 05 · De-escalation: Missed Snapshot [De-escalation] [Hard Constraint] [Web3] COMPANY: Karate Combat | EVENT: KC55 Live Fight Night | CHANNEL: Discord (general → ticket) Outcome: User retained • Public complaint avoided • Case flagged to product team CONTEXT Karate Combat’s voting system requires $KARATE tokens to be in a user’s wallet 48 hours before each event. The snapshot is hardcoded in a smart contract, no manual override exists. During KC55, a user withdrew from a CEX 20 minutes before the deadline. The transaction was confirmed 11 minutes late due to network congestion. They couldn’t vote, came into general chat in front of a live audience, and threatened to post publicly. WHAT I DID Moved the conversation to a private ticket within 90 seconds to remove the audience. Asked for the wallet address and transaction hash before saying anything else. Pulled the on-chain record, confirmed the user initiated before the deadline, but the CEX delay was the problem. Explained the smart contract constraint directly without softening it. Offered to flag the case as product feedback. THE TICKET EXCHANGE Emmanuel I’ve pulled up your transaction. Your withdrawal initiated at 11:41 PM, you’re right that it was before the snapshot. The confirmation came through at 12:11 AM, about 11 minutes after the snapshot ran at midnight. The delay was on the CEX side, not yours. Here’s what I have to be straight with you about: the snapshot is hardcoded in the smart contract. There’s no manual override, that’s how the system is built so nobody, including us, can manipulate voting power after the fact. Your tokens are in your wallet right now. For KC55, I can’t change the outcome and I won’t pretend I can. User so that’s it? i just lose out because of [CEX]’s slow network? Emmanuel For this event, yes and I’m sorry that’s the answer. The safest move going forward is having tokens in-wallet a few hours before the 48-hour mark, not right at it. I know that doesn’t fix tonight. If you’re okay with it, I’d like to flag your case to the team, CEX congestion affecting snapshot eligibility is a pattern worth knowing about. User yeah please do that. and thanks for actually explaining it properly instead of just copying a message at me. WHAT THIS SHOWS • De-escalates a public threat without over-promising or stalling • Delivers a hard no with clear reasoning, not policy-hiding • Moves sensitive conversations to private before they spiral • Uses blockchain literacy to turn an accusation into a technical conversation • Converts a closed ticket into product-relevant feedback What I Offer Area Description Customer Support Email, live chat, ticket management, escalation handling. Zendesk and Salesforce. Customer Success Onboarding, user education, retention support, feedback loops. Community Management Discord and Telegram. Server setup, moderation, engagement, security hardening. Support Operations SOP documentation, Zendesk implementation, KPI frameworks, team training. Web3 Support Wallet issues, transaction support, platform navigation. Skills & Tools Support & Success Operations Technical Tools Email & Ticket Management SOP Development Blockchain & Web3 Zendesk Escalation Handling KPI Tracking Wallet Security Salesforce CRM Customer Onboarding Team Leadership Smart Contracts Google Workspace SLA & QA Adherence Workflow Optimization Linux & Cybersecurity Slack & Zoom Knowledge Base Writing Cross-Team Coordination Discord & Telegram Microsoft 365 Feedback Analysis Process Documentation Bot Configuration Notion Credentials • Zendesk Customer Service Professional Certificate • Zendesk • Google Cybersecurity Professional Certificate • Google & Coursera • Web3 Wallet Security Basics • Cyfrin Updraft • Solidity Smart Contract Development • Cyfrin Updraft • B.Sc. Psychology (In Progress) • Lead City University Let’s Work Together Open to full-time CS roles, part-time contracts, and freelance engagements. Remote only. Email:- | Phone: - LinkedIn: linkedin.com/in/emmanuel-alabi-6595b0232 | Telegram: t.me/emmarwonder Twitter: x.com/emmar_wonder