Open to opportunities

Marvis Airhia

@marvisairhia

Customer service specialist and tech support pro improving retention with Zendesk, Freshdesk, CRM, and process improvements.

United Kingdom

Message

What I'm looking for

I’m looking for a customer-focused tech support role where I can drive first-contact resolution, optimize CRM workflows in Zendesk/Freshdesk, and lead process improvements—while coaching teams to deliver standout service and measurable retention gains.

I’m a driven customer service specialist with 6 years of experience in the tech industry, known for problem-solving, clear communication, and consistently high customer satisfaction.

In my most recent role as a Customer Service Specialist, I handled 100+ daily customer inquiries by phone and email, implemented a customer feedback system, and improved resolution performance by streamlining collaboration across teams.

Previously, as a Technical Support Specialist, I troubleshot complex technical issues with a focus on first-contact resolution, achieving strong success rates and improving response-time metrics by contributing to customer service protocols.

I also bring CRM and service-operations strength—using Zendesk and Freshdesk for detailed records, trend analysis, and process improvement—while training and mentoring support team members to raise service quality.

Experience

Work history, roles, and key accomplishments

Customer Service Specialist

TechWave Solutions

Jan 2025 - Sep 2026 (1 year 8 months)

Responded to 100+ customer inquiries daily via phone and email, maintaining high satisfaction and resolution. Implemented a new customer feedback system and improved service metrics through process improvements and team support.

Customer Service Tech Support Zendesk Freshdesk CRM Microsoft Excel Process Improvement Trend Analysis Problem Solving Communication Record keeping

Technical Support Specialist

Softcom Enterprises

Jun 2022 - Dec 2024 (2 years 6 months)

Troubleshot complex technical issues with a focus on first-contact resolution, achieving an 85% success rate. Improved response time metrics, supported protocol development, and facilitated communication between technical and customer service teams.

Technical Support Troubleshooting First Contact Resolutions Protocols Response Time Improvement Customer Support Customer Service Excellence

Customer Service Associate

ConnectTech Corp.

Jan 2020 - May 2022 (2 years 4 months)

Managed high-volume customer interactions remotely and exceeded resolution time targets. Used Salesforce to track customer concerns and feedback, improving repeat business through service delivery and team feedback processes.

Customer Service Remote Support Salesforce Resolution Times Team Collaboration Repeat Business Growth Client Communication Process Improvement