Open to opportunities

Desire Boco

@desireboco

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Customer support specialist driving high CSAT and faster ticket resolution.

Nigeria

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What I'm looking for

I seek a customer-focused role in a collaborative, data-driven team where I can apply automation and cross-functional skills to improve CSAT, reduce response times, and drive product improvements.

I am a dedicated Customer Support Specialist with over two years of experience in high-volume technical and SaaS environments, consistently achieving a 98% CSAT and cutting ticket resolution time by 15%.

I have hands-on experience with CRM and helpdesk platforms such as HubSpot, Freshdesk, Zendesk and Intercom, and I use automation tools like Zapier and AI assistants to streamline workflows—examples include automating Google Drive notifications to WhatsApp Business and reducing first response time from four hours to under 45 minutes.

I excel in conflict de-escalation, cross-functional collaboration, knowledge base development, and inventory accuracy efforts, and I continually seek roles where I can improve customer experience and operational efficiency through data-driven support and automation.

Experience

Work history, roles, and key accomplishments

Customer Service Agent

The Ziya Luxury

May 2025 - Nov 2025 (6 months)

Managed high-volume customer inquiries across Zendesk, email and social media, sustaining a 4.95/5.0 rating and reducing First Response Time from 4 hours to under 45 minutes through automation and templates.

Zendesk Zapier Google Drive Inventory Management Automation

Customer Service Representative

Techflow Solutions

Jun 2024 - Feb 2025 (8 months)

Resolved complex billing and shipping disputes for an e-commerce platform with over 1M monthly users, exceeded upsell targets by 12%, and was thrice named Employee of the Month for conflict de-escalation.

Customer Support Billing Disputes Upselling Conflict Resolution CRM Multichannel Support Performance Metrics

Customer Service Representative

Grecam-Tee

Feb 2023 - May 2024 (1 year 3 months)

Handled 40+ in-person customer interactions daily, de-escalated service and billing issues, and coordinated cross-departmentally to ensure 100% fulfillment of special guest requests under tight deadlines.

Ticketing Customer Relations Inventory Coordination Communication

Education

Degrees, certifications, and relevant coursework

University of Calabar

Bachelor of Arts, English and Literary Studies

Completed a Bachelor of Arts in English and Literary Studies at the University of Calabar, focusing on literature, critical analysis, and communication skills.