Open to opportunities

Lilian Bernardmary

@lilianbernardmary

Message

Customer Support Specialist with 3 years' experience improving retention and resolving technical issues.

Nigeria

Message

What I'm looking for

I seek a collaborative, customer-focused role where I can resolve technical issues, improve retention, mentor teammates, and optimize support processes.

I am a motivated Customer Support Specialist with three years of hands-on experience delivering multi-channel support and technical assistance. I consistently meet SLAs while handling high-volume inquiries across phone, email, and live chat.

I specialize in CRM and helpdesk platforms including Zendesk, Salesforce, and HubSpot, and I use troubleshooting tools like TeamViewer and Remote Desktop to resolve technical issues quickly. I have a proven record of improving customer retention, reducing complaint volume by 25%, and achieving a 95% customer satisfaction rating.

I am collaborative and data-informed, contributing to knowledge base management and product improvements to enhance user experience. I seek roles where I can continue to drive customer satisfaction, mentor teammates, and help shape support processes.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

Emperor’s Digital

Nov 2022 - Present (3 years 4 months)

Managed and resolved 100+ customer inquiries daily via phone, email, and live chat using Zendesk and Salesforce, improving self-service knowledge base and reducing complaint volume by 25%.

Zendesk Salesforce Live Chat Ticketing Systems Technical Troubleshooting Customer Retention

Customer Support Representative

StarryWealth

Feb 2020 - Oct 2022 (2 years 8 months)

Provided multi-channel support for billing, product, and technical issues, maintained CRM records, and assisted onboarding, achieving high first-contact resolution and customer satisfaction.

CRM Customer Onboarding Conflict Resolution Phone Support Email Support Live Chat Data Entry