Matilda Jonathan
@matildajonathan
Customer support specialist with 10+ years delivering high-impact, metrics-driven service.
NigeriaWhat I'm looking for
I am a flexible, results-driven customer support specialist with over a decade of experience across multi-channel support environments. I specialize in resolving complex inquiries, technical troubleshooting, subscription and billing issues using tools like Zendesk, Freshdesk, Salesforce and Jira.
I have led and coached teams of 15+ agents, streamlined workflows to reduce response times by 30%, and maintained 95%+ customer satisfaction while managing 80+ cases per day. I also identify upsell opportunities and introduced self-service options that reduced call volume by 15%.
Currently completing an MBA, I combine strong analytical skills (Google Analytics, SPSS) with meticulous attention to detail and adaptability to drive customer retention and cross-functional collaboration.
Experience
Work history, roles, and key accomplishments
Customer Operations Specialist
Vitafoam Nigeria Plc
Feb 2020 - Present (5 years 8 months)
Led multi-channel customer support and a team of 15+ agents, achieving 95%+ customer satisfaction while streamlining workflows to reduce response times by 30% and cut escalated complaints by 25%.
Sales Associate / Customer Support
Credit Direct Limited
Feb 2017 - Jan 2020 (2 years 11 months)
Provided Tier-1 and Tier-2 support resolving software, hardware and account issues, documented recurring problems to improve response efficiency and maintained high customer retention.
Education
Degrees, certifications, and relevant coursework
AUAhmadu Bello University
Master of Business Administration, Business Management
Pursuing an MBA in Business Management at Ahmadu Bello University, with coursework and research focused on advanced business administration topics.
AUAhmadu Bello University
Postgraduate Diploma, Business Management
Completed a Postgraduate Diploma in Business Management covering graduate-level management and organizational studies.
Federal College of Forestry and Mechanisation, Kaduna
Higher National Diploma, Agricultural Extension & Management
Completed a Higher National Diploma in Agricultural Extension and Management with practical and technical training in agricultural services.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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