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Enobong Johnny

@enobongjohnny

Community Support Specialist at Playfull who maintained 90% CSAT and reduced median response time by 40%.

At Playfull, I provided real-time customer support through Intercom, maintaining 90% CSAT while reducing median response time by 40%. I handled user questions about accounts, gameplay, rewards, and technical issues.

I created more than 10 helpdesk articles and customized FinAI bot responses, improving self-service resolution by 20%. I also processed user requests in Retool and logged critical bug reports in Jira.

At WarriorGame, I responded to customer inquiries through Intercom and resolved gameplay, account, and platform issues while maintaining 85% CSAT. I documented recurring issues and shared insights with internal teams.

Earlier, I supported customers at Fat-Lan Global and Chrysals Travels, including assisting with travel bookings and creating personalized itineraries. I hold a BSc in Computer Science from University of Uyo and completed product management courses through Udemy.

Experience

Work history, roles, and key accomplishments

Community Support Specialist

Playfull

Jun 2024 - Aug 2026 (2 years 2 months)

Provided real-time customer support to 50,000+ users via Intercom, reducing median response time by 40% and maintaining 90% CSAT. Created helpdesk articles and processed user requests using Retool.

Intercom Discord Retool Jira Customer Support Ticket Management CSAT Help Desk Bug Reporting QA Support

Customer Support Associate

WarriorGame

Sep 2022 - Sep 2023 (1 year)

Responded to daily customer inquiries via Intercom, resolving issues related to gameplay, accounts, and platform usage while maintaining 85% CSAT. Documented recurring issues and shared insights with internal teams.

Intercom Customer Support Issue Resolution CSAT Documentation

Customer Service Officer

Fat-Lan Global

Jan 2021 - Jun 2021 (5 months)

Managed 1,200+ customer inquiries both online and in person, ensuring fast resolution and positive customer experience. Assisted in organizing support records using Google Sheets.

Customer Service Google Sheets Issue Resolution

Customer Service Officer

Chrysals Travels

Oct 2018 - Aug 2019 (10 months)

Assisted clients with travel bookings, inquiries, and itinerary planning, ensuring smooth and stress-free customer journeys. Created personalized travel itineraries using Google Docs and Canva.

Customer Service Travel Planning Google Docs Canva