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Josiah Markus Danbinta

@josiahmarkusdanbinta

I am a customer support specialist delivering fast, empathetic SaaS and fintech support with Zendesk and Salesforce expertise.

Nigeria

Message

What I'm looking for

I seek a customer-focused SaaS/fintech role where I can reduce response times, improve CSAT, build self-service resources, and collaborate cross-functionally to scale support.

I am a customer service agent with 5+ years supporting fintech and SaaS customers, delivering fast, accurate, empathetic support across phone, email, chat and social media. I consistently handle 120+ inquiries daily while maintaining sub-2-hour first responses and 98% SLA compliance.

I improved CSAT by 15% and reduced escalations by 10% through proactive follow-up and clear processes.

I build and maintain knowledge bases (30+ articles), ensure CRM accuracy with Zendesk and Salesforce, and collaborate with product, tech, and success teams to resolve complex issues and drive better customer outcomes.

Experience

Work history, roles, and key accomplishments

Customer Support Agent

Moniepoint Group

Dec 2021 - Mar 2025 (3 years 3 months)

Handled 120+ daily customer inquiries across phone, email, chat and social, maintaining sub-2-hour first responses and driving a 15% CSAT increase with 98% SLA compliance; reduced escalations 10% and authored 30+ knowledge-base articles to cut repeat inquiries 12%.

Zendesk Salesforce Intercom SLA CSAT Escalation Management Cross Functional Collaboration

Customer Service Representative

Global Communications

Feb 2019 - Dec 2021 (2 years 10 months)

Supported 100+ inbound calls daily, achieving 95% first contact resolution and maintaining 92%+ CSAT by resolving account and technical issues and documenting trends to improve team performance.