Open to opportunities

Clavia Fidelity

@claviafidelity

Message

Customer Support Specialist using data and empathy to resolve issues and improve products.

Nigeria

Message

What I'm looking for

I’m looking for a role where I can own customer support outcomes, improve onboarding and retention, and translate customer feedback into product changes—while applying SQL, MySQL, and Google Sheets to diagnose issues and measure impact.

I’m a Customer Support Specialist with 6+ years of experience across AI-powered career tech, e-commerce, and transport platforms, including 3+ years fully remote. I resolve 40+ email and live-chat tickets per day while sustaining a 92% average CSAT and first responses under 2 hours.

I turn recurring customer pain points into structured product feedback, help onboard users so they stick, and maintain accurate records across CRM and help-desk systems (data accuracy above 98%). I’m currently completing a competitive-scholarship Data Analytics bootcamp in SQL, MySQL, and Google Sheets to strengthen my data-driven approach to problem solving.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

Raisen.org

Jan 2023 - Present (3 years 6 months)

Resolve account, billing, and platform enquiries via email and live chat, maintaining a 92% average CSAT with first responses under 2 hours. Guide users through AI resume-tailoring and job-matching tools, and convert recurring pain points into weekly structured product feedback.

Live Chat Ticket Management CRM Account and Billing Support Billing Disputes Refund Requests CV Resume Tailoring User Onboarding Product Education Issue Resolution Root Cause Analysis Customer Retention CSAT SQL MySQL Google Sheets

Sales Representative / Customer Service

Deo Organics

Jun 2021 - Jan 2023 (1 year 7 months)

Handled 30+ daily product and service enquiries, using a consultative approach to recommend complementary products. Investigated root causes of recurring complaints, reduced repeat contacts, and exceeded monthly sales targets for 15+ consecutive months while keeping CRM records current.

Customer Service Consultative Sales Cross Selling Upselling Root Cause Analysis CRM Sales Target Achievement Average Order Value Optimization

Customer Operations Associate

Staffbus

Jan 2020 - May 2021 (1 year 4 months)

Onboarded 100+ new riders per month and contacted new website sign-ups to explain services and answer questions, converting roughly 30% into active riders. Acted as primary point of contact for 200+ daily riders, resolving delays and route issues in real time.

Customer Onboarding Customer Outreach Customer Operations

Education

Degrees, certifications, and relevant coursework

TechCrush

Data Analytics Bootcamp, Data Analytics

2025 -

Activities and societies: SQL & MySQL (queries, aggregations, JOINs, subqueries, CASE WHEN); Google Sheets (formulas, pivot tables, dashboards, data cleaning).

Currently completing a TechCrush Data Analytics bootcamp as a competitive scholarship recipient (2025–2026), focusing on SQL, MySQL, and Google Sheets.