// Solutions Consultant · Newark, NJ
William Asante
WILLIAM
ASANTE.
Fintech · SaaS · Platform Support

I turn broken user journeys into resolved tickets and lost clients into loyal ones. 3+ years owning complex problems across fintech, SaaS, and high-stakes platforms.

See my work Get in touch
Available now · Open to remote
0
Years customer-facing exp.
0
Issues resolved
0
Industries served
0
Certifications
Zendesk✦
Salesforce✦
KYC / KYB✦
Fraud Analysis✦
Payment Ops✦
Jira✦
SLA Management✦
Incident Comms✦
CompTIA CySA+✦
Linux✦
SQL✦
Zendesk✦
Salesforce✦
KYC / KYB✦
Fraud Analysis✦
Payment Ops✦
Jira✦
SLA Management✦
Incident Comms✦
CompTIA CySA+✦
Linux✦
SQL✦
//
About
Who I Am.

I'm a solutions consultant with 5+ years of customer-facing experience, having resolved 1,000+ customer issues across SaaS, fintech, automotive, and IT environments. I work cross-functionally with product, engineering, and operations teams to turn recurring pain points into lasting fixes — not just closed tickets.

5+ years experience
1,000+ issues resolved
Multiple SaaS & tech platforms
Cross-functional collaboration
//
Credentials
Certified.
CompTIA CySA+
Cisco Cybersecurity
Scrum Master PSM
NDG Linux Essentials
//
Skills & Tools
What I Work With.
Support & Tooling
ZendeskSalesforceJiraIntercomMicrosoft 365
Fintech & Compliance
KYC / KYBFraud AnalysisPayment OpsComplianceTransaction Disputes
Technical
Active DirectoryLinuxSQLEndpoint MgmtVuln Scanning
AI & Automation
AI TriageClaude APIWorkflow Automation
//
Work
Projects.
AI · Automation · 2025
AI Support
Assistant

Built an AI-powered triage system that classifies tickets by intent, auto-resolves tier-1 queries, and escalates edge cases with full context — reducing first response from 6 hours to 4 minutes.

62%
Tickets auto-resolved
4 min
Avg first response
89%
AI response CSAT
3×
Agent capacity freed
Live demo — click any ticket
SupportAI
Queue
AI active
62%
Auto-resolved
4 min
Avg response
18
Open
89%
CSAT
Incoming tickets
click to expand
JM
Jordan M.
2m ago
Can't log in after password reset
AI resolvedAuth
User message
"I reset my password but can't log in. Credentials invalid. Tried three times."
AI response — conf. 94%
Auto-resolved
password_reset_loop
Hi Jordan — old session cache. Try incognito with your new password. Works? Clear cookies and you're set.
Override
Approve & send
SR
Sofia R.
11m ago
Payment failed but account was charged
EscalatedPayments
User message
"Deposit shows failed but my bank confirms the charge. Second time this month."
AI assessment
Escalated to human
Discrepancy + repeat. Manual reconciliation required. High churn risk — no template.
transaction_discrepancy + repeat + sentiment: urgent
View transaction
Claim ticket
TK
Tyler K.
24m ago
How do I verify my identity to withdraw?
AI resolvedKYC
User message
"Trying to withdraw but need identity verification. What do I submit?"
AI response — conf. 97%
Auto-resolved
kyc_verification
Account → Verify Identity. Upload photo ID + proof of address. 1–2 business day review, then withdrawals unlock automatically.
Override
Approve & send
AM
Aisha M.
38m ago
Account flagged — I haven't done anything wrong
UrgentEscalatedFraud
User message
"Account suddenly restricted, can't access funds. Haven't violated any terms."
AI assessment
Escalated — compliance
Automated fraud flag. Compliance review required. Set 24hr SLA. Do not confirm restriction reason.
account_restriction + fund_access + compliance_required
Flag compliance
Claim ticket
4 of 18 shown
Built by William Asante
Consumer Fintech · 2025
Run Up —
Support Ops

Designed the full support infrastructure for a high-stakes fitness app where users put real money on the line — escalation flows, payout dispute playbooks, SLA frameworks, and launch-day incident communications.

<2hr
First response SLA
0
Unresolved payouts
120+
Help articles designed
95%
Target resolution rate
//
Experience
Where I've
Been.
Independent Technical Consultant
Self-employed · East Orange, NJ
Sep 2025–Now
Customer Account Advisor
Bet365 · Marlton, NJ
Feb–Sep 2025
IT Support Engineer
GR8 Eagle Tech · Newark, NJ
Oct 2024–Feb 2025
Tesla Advisor
Tesla · Springfield, NJ
Jun 2023–Jun 2024
//
Contact
Available now
Let's Build
Something.

Open to full-time roles in solutions consulting,
platform support & technical account management.

Send me an email
Email
asantewi943@gmail.com
LinkedIn
/in/william-asante
Phone
862-213-6339
Location
Newark, NJ · Remote OK
WA.
williamasante.com · 2026