JENNIFER OJAMANHOR

I’m a Customer Service Representative with 4+ years of experience delivering high-impact support in both technical and non-technical environments. I focus on improving customer outcomes through empathetic communication, accurate documentation, and consistent follow-through.

I’ve improved customer satisfaction (CSAT) by up to 15%, optimized workflows to reduce resolution times by 30%, and maintained accurate customer records in CRM tools to enable personalized service and targeted follow-ups. In my support work, I prioritize first contact resolution (FCR) while handling inbound queries across email, chat, and phone.

I also support growth by educating users on product functionality, driving sales through education-based service and achieving a 10% increase in upsell conversions. When support workflows needed improvement, I identified inefficiencies and introduced new processes that cut response times by 20%.

I enjoy collaborating with cross-functional teams and mentoring others—supporting onboarding and training of new agents, improving team productivity by 10%. I’m certified in HubSpot Customer Service Fundamentals and Zendesk Customer Service Essentials, and I bring strong helpdesk/ticketing experience alongside multichannel support and KPI monitoring.