danbinta josh
@danbintajosh
I am a customer support specialist for SaaS and fintech.
NigeriaWhat I'm looking for
I have 5+ years delivering fast, accurate, and empathetic support across phone, email, chat, and social media in fintech and SaaS environments. I routinely handled 120+ inquiries daily, maintained first-response times under two hours, sustained 98% SLA compliance, and drove a 15% CSAT improvement.
I am skilled with Zendesk, Salesforce, Intercom, Jira, and ChurnZero and created 30+ knowledge-base articles that reduced repeat inquiries. I collaborate closely with product, tech, and success teams, maintain CRM accuracy, and have earned internal recognition for technical expertise and product knowledge.
Experience
Work history, roles, and key accomplishments
MGHandled 120+ daily customer inquiries across phone, email, chat and social, maintaining sub-2-hour first response and achieving 98% SLA compliance while driving a 15% CSAT improvement; authored 30+ knowledge-base articles to reduce repeat inquiries by 12%.
Customer Service Representative
Global Communications
Feb 2019 - Dec 2021 (2 years 10 months)
Supported 100+ inbound calls daily, achieving 95% first contact resolution and helping maintain 92%+ CSAT while documenting trends and contributing to training that improved team performance.
Education
Degrees, certifications, and relevant coursework
Sokoto State University
Bachelor of Science, Computer Science
2016 - 2021
Completed Bachelor of Science in Computer Science at Sokoto State University from October 2016 to September 2021.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
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