siremilyjr

Remote Customer Support | Community Moderator | Data Analytics

People-first communicator and data analyst with 2+ years in community moderation and chat support. Naturally skilled at reading people, de-escalating conflicts, and adapting communication to anyone’s situation. Used that human psychology insight to analyze support data and build solutions that actually reduced user frustration. Managed Telegram/Discord communities for 10-11 crypto/web3 projects between 2021-2023, handling 1000s of inquiries and cutting repetitive questions by ∼40% through data-driven FAQ optimization. Experienced AMA host and strong in Excel, Google Sheets, and translating user behavior into actionable insights.

Experience: 5 years

Yearly salary: $20,000

Hourly rate: $15

Nationality: 🇳🇬 Nigeria

Residency: 🇳🇬 Nigeria

Experience

Community Moderator & Chat Support

Freelance

2021 - 2023

Managed Telegram and Discord communities for 10+ crypto/web3 projects with 500-5000 members each. Hosted AMA voice chats and written AMAs, simplifying technical topics for non-technical users. Combined human psychology and data analysis to resolve user issues faster: identified emotional triggers in chat logs, then adjusted FAQs and onboarding to address root causes. Analyzed support data in Excel to spot patterns in user confusion and frustration, reducing repetitive inquiries by ∼40%. De-escalated high-stress conflicts during launches by adapting tone and messaging to individual user situations. Reported weekly on user sentiment, ticket volume, and resolution time, giving project teams actionable insights.

Engineer/Machine Operator

Bennis Table Water Limited

2017 - 2023

Used observation and communication skills to train 3 new staff, adjusting explanations based on each person’s learning style. Maintained production logs and tracked output data in Excel to support management decisions.

Skills

bnbchain

data-science

customer-support

english

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