Open to opportunities

Cynthia Orobosa John

@cynthiaorobosajohn

Message

Customer Support Specialist turning frustrated customers into brand advocates through data-driven recovery.

Nigeria

Message

What I'm looking for

I’m looking for a fast-paced, remote customer support role where I can improve FCR, CSAT, and churn using Zendesk/HubSpot, strong de-escalation, and data-driven root cause analysis.

I’m a results-driven Customer Support Specialist with over 2 years of experience delivering high-impact technical assistance in fast-paced, remote environments. I manage multi-channel inquiries (Email, Chat, Phone) and consistently maintain a 97% First-Contact Resolution (FCR) rate through deep-dive root cause analysis and one-touch solutions.

I’m proficient in Zendesk, HubSpot, and Freshdesk, and I focus on reducing churn by turning dissatisfied customers into brand advocates through “complaint-to-delight” service recovery and strategic de-escalation. At Co Farms, I optimized ticket lifecycles with 100% data accuracy, helped re-engineer refund processing to reduce average resolution time (ART) by 15%, and consistently exceed SLA and CSAT KPIs while ranking in the top tier of the support department.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

Co Farms

Feb 2024 - Present (2 years 3 months)

Orchestrate high-volume customer inquiries across chat, email, and phone while maintaining a 97% First-Contact Resolution (FCR) rate. Optimized Zendesk/HubSpot ticket lifecycles with 100% data accuracy, executed complaint-to-delight recovery converting 80% of dissatisfied customers, and reduced average resolution time (ART) by 15% through improved refund workflows.

Customer Support Zendesk HubSpot Freshdesk Ticket Lifecycle Management SLA Management Root Cause Analysis