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Faith Markson

@faithmarkson

Customer Experience Specialist with 3+ years in client-facing SaaS support, onboarding, and problem-solving that improves retention and conversions.

Nigeria

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What I'm looking for

I’m looking for a customer experience role where I can own onboarding and troubleshooting, collaborate cross-functionally, reduce friction through clear communication, and use customer insights to improve SaaS products and retention.

I’m a Customer Experience professional with 3+ years in client-facing SaaS and tech-adjacent roles, combining empathetic communication with proactive problem-solving. I help customers succeed by owning customer onboarding, troubleshooting, community management, and cross-functional collaboration—while translating complex technical topics into clear, actionable guidance.

I’ve driven measurable outcomes, including 6+ weekly trial-to-paid conversions from content alone and 2,500+ catalogue views that strengthened product education. I’m comfortable navigating technical conversations such as browser behavior, SSO/SAML authentication issues, and integration troubleshooting, and I use tools like Microsoft Dynamics CRM, Intercom, and HubSpot to deliver high-quality, well-documented resolutions and continuous CX improvements.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

Access Bank Plc

Sep 2025 - Apr 2026 (7 months)

Handled high-volume finance account complaints end-to-end, investigating issues and coordinating internal teams to deliver timely resolutions that maintained customer trust. Used Microsoft Dynamics CRM to log, track, and document cases with full audit trails for compliance.

Customer Support Case Management Microsoft Dynamics CRM Complaint Resolution Compliance Documentation

Community Manager

She.is.Wani

Mar 2025 - Jul 2025 (4 months)

Served as the primary community point of contact, resolving member issues and escalating feedback to internal teams to improve the member experience. Coordinated community segments for support partnership campaigns while managing multiple stakeholder needs.

Community Management Customer Support Escalation Management Cross Functional Collaboration Campaign Coordination

Virtual Personal Assistant

Engr. Alfred Isola

Nov 2024 - Jan 2025 (2 months)

Conducted research for technical projects and client proposals, producing clear briefs to support decision-making. Managed scheduling, administrative tasks, and communications independently with minimal supervision.

Proposal Support Scheduling Administrative Support Independent Execution

Customer Relations Agent

The Cadmus Brand

Jul 2023 - Mar 2024 (8 months)

Owned the full client onboarding lifecycle, including proposal creation, expectation setting, timeline planning, and payment processing to improve satisfaction. Drove trial-to-paid conversion with 6+ weekly conversions from content and created a 2,500+ view product catalogue linked to weekly client inquiries.

Customer Onboarding Client Communication Trial To Paid Billing & Invoicing

Customer Relationship Intern

Fidelity Investments

Jan 2024 - Feb 2024 (1 month)

Handled customer concerns by listening closely, asking strategic questions, and adapting communication to match customer emotional state and technical understanding. Managed diverse customer needs simultaneously while maintaining quality and patience under volume.

Customer Relationship Management Strategic Questioning Customer Service Quality Assurance

Administrative Assistant

Ministry of Justice, Cross River State

Nov 2022 - Nov 2023 (1 year)

Triaged client inquiries and complaints end-to-end by escalating to the appropriate departments and following through to resolution. Maintained accurate records of interactions and processed documents while supporting scheduling and fast-paced multi-priority administration.

Records Management Document Processing Scheduling Multi Priority Administration