Open to opportunities

Destiny Oseh

@destinyoseh

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Customer support and CRM specialist turning customer issues into loyalty.

Nigeria

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What I'm looking for

I’m looking for a remote role where I can own omnichannel customer support, deepen CRM workflows, and automate processes with Zapier. I want to keep improving CSAT/AHT through knowledge management, strong de-escalation, and cross-team collaboration.

I’m a result-driven Customer Support Specialist with 2 years of experience delivering exceptional customer experience across phone, live chat, and email. I’ve consistently maintained a 96% CSAT score, resolved complex issues, and improved support performance by reducing average handle time (AHT) by 18% through internal quick-reference guides.

On top of strong conflict resolution and de-escalation, I actively use CRM and helpdesk tools to streamline ticket management, SLA compliance, and knowledge-based support. I enjoy collaborating cross-functionally—logging recurring bugs with product teams, reducing related tickets by 30%, and improving first contact resolution and repeat-contact rates through clearer FAQs.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

Digital Witch Community

Jan 2025 - Present (1 year 5 months)

Managed 80 daily customer interactions across phone, live chat, and email, maintaining 96% CSAT over 12 months. Reduced average handle time by 18% using quick-reference guides and helped cut related bug-report tickets by 30% through product collaboration.

CRM (Salesforce)HubSpot Zendesk Ticketing Knowledge Base Management Quick Reference Guides

Customer Support Representative

EmmaTech Support

Feb 2024 - Dec 2025 (1 year 10 months)

Handled 60–70 inbound contacts daily in Freshdesk, resolving order, returns, and billing inquiries with a 94% first contact resolution rate. Exceeded monthly response-time and satisfaction KPIs and helped reduce repeat contacts by 20% by updating the customer knowledge base.

Freshdesk First Contact Resolutions Knowledge Base Management