Open to opportunities

Cecilia Somefun

@ceciliasomefun

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Customer Support Specialist improving retention with KPI-driven, empathetic customer care.

Nigeria

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What I'm looking for

I’m looking for a remote, fast-paced team where I can deliver empathetic, customer-first support, own KPIs/SLAs, troubleshoot confidently, and continuously improve workflows through trend-based feedback.

I’m a customer support professional with 3+ years of experience delivering high-quality, multilingual support across phone, chat, and email—consistently meeting KPIs and SLAs. I’m known for resolving complex issues quickly, de-escalating challenging interactions, and maintaining strong QA through escalation protocols, macros, and accurate documentation.

I work confidently in high-volume environments, troubleshooting authentication, sign-in, and mobile access problems using tools like Zendesk and CRM platforms. By spotting recurring trends, escalating structured feedback, and guiding customers with clear step-by-step support, I’ve helped increase retention, improve first-contact resolution, and drive measurable gains in customer satisfaction and conversion.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

Modsquad

Jan 2025 - Present (1 year 5 months)

Delivered B2B customer support via phone, live chat, and email in Zendesk, handling 30+ tickets per shift with 95% first-contact resolution and consistent SLA compliance. Resolved sign-in/auth and iOS access issues, improved retention by 20% over three months, and reduced recurring issues by 30% by escalating actionable customer trends.

Zendesk Customer Support B2B Support SLA CRM Data Management Customer Retention

Customer Service Representative

Keyville Enterprise Ltd

Jan 2023 - Dec 2024 (1 year 11 months)

Provided corporate customer support across email, chat, and phone, using Zendesk to manage order tracking, billing updates, and shipping coordination. Improved revenue by 15%, increased retention by 20%, and boosted first-contact resolution by 75% while maintaining a 96% customer satisfaction rating.

Zendesk Customer Service Billing Shipping Coordination HubSpot CRM SLA Management Client Onboarding Conflict Resolution Customer Retention

Customer Service Representative

Techyground Digital Solutions

Oct 2021 - Dec 2022 (1 year 2 months)

Handled 50+ inbound and outbound calls daily and delivered multichannel support using Freshdesk to maintain accurate tickets and resolve product and service inquiries. Maintained 95% customer satisfaction, improved loyalty/retention by 20–30% using Salesforce tracking, and de-escalated complex interactions to restore customer confidence.