Open to opportunities

Melissa Usunobun

@melissausunobun

Message

I resolve high-volume customer issues across chat, email, and phone while improving response times and satisfaction.

Nigeria

Message

What I'm looking for

I'm looking for a remote customer support or customer experience role where I can resolve customer issues, improve support workflows, use CRM tools, and contribute to strong satisfaction and SLA outcomes.

I've supported customers remotely at Digital Witch Support Community and 60Fi Ltd, resolving enquiries across live chat, email, phone, and social media.

At 60Fi Ltd, I reduced average response time by 35% through saved replies, workflow improvements, and ticket prioritization while maintaining a 95%+ CSAT score. I also partnered with technical and billing teams to resolve complex issues and improve first-contact resolution.

At Digital Witch Support Community, I managed 100+ customer interactions weekly, processed 50+ requests and account updates daily, and documented customer history accurately in CRM systems.

I've resolved 5,000+ tickets, maintained a 96% customer satisfaction score, and create support documentation, FAQs, and knowledge-base resources that help customers and teams work more efficiently.

Experience

Work history, roles, and key accomplishments

Customer Support Representative

Digital Witch Support Community

Jul 2025 - Jul 2026 (1 year)

Managed 100+ customer interactions weekly across live chat, email, and social media, resolving enquiries efficiently while maintaining high service quality. Processed 50+ customer requests and account updates daily, ensuring timely resolution and accurate records.

Zendesk Freshdesk Intercom Live Chat Email Support Ticket Management Customer Relationship Management Customer Onboarding Escalation Management Documentation

Customer Support Representative

60Fi Ltd

Jul 2024 - Jun 2025 (11 months)

Managed 100+ customer interactions weekly across live chat, email, and phone channels while maintaining high customer satisfaction ratings. Reduced average response time by 35% by implementing saved replies, workflow improvements, and efficient ticket prioritization.