Looking for a job

nana m

@nafisa

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Empathetic Customer Support Specialist with 4+ years of experience.

United Kingdom

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What I'm looking for

I am looking for a role that values customer-centric approaches, offers opportunities for growth, and fosters a collaborative team environment.

I am an empathetic and highly organized Customer Support Specialist with over 4 years of experience in delivering responsive, high-quality support within SaaS and digital environments. I excel at managing customer queries via live chat, email, and ticketing platforms, consistently maintaining high first-contact resolution (FCR) and satisfaction scores. My proficiency in CRM systems such as Salesforce and HubSpot, along with my skills in Google Workspace, allows me to streamline support operations effectively.

Throughout my career, I have demonstrated a calm demeanor under pressure and clear communication skills, which have been instrumental in improving the customer experience through proactive service and effective problem-solving. My recent roles have involved acting as a primary point of contact for B2B clients, resolving technical and service-related inquiries, and collaborating with product and engineering teams to enhance usability. I am passionate about customer success and dedicated to ensuring that every interaction contributes positively to the overall customer journey.

Experience

Work history, roles, and key accomplishments

Customer Support & Account Management Support Specialist

PowerON

Feb 2024 - Nov 2024 (9 months)

Provided customer support via email and live chat, maintaining a 90%+ first-contact resolution rate. Logged, tracked, and updated support tickets to ensure timely responses and accurate handovers.

Customer Support Live Chat Email Support Ticketing Systems First Contact Resolutions Customer Feedback

Senior Account Manager (Customer Success)

SpielCreative

Mar 2023 - Nov 2023 (8 months)

Acted as the primary point of contact for B2B clients, resolving technical and service-related inquiries with urgency and care. Partnered with product and engineering teams to escalate bugs and prioritize usability issues impacting clients.

Account Management Technical Support Customer Onboarding Bug Escalation Usability Testing

Inbound Development Consultant (B2B SaaS Sales & Success)

UserZoom

Jul 2021 - Mar 2023 (1 year 8 months)

Delivered live support across email and chat for SaaS users, resolving onboarding and technical queries. Conducted discovery/support calls to identify user needs and troubleshoot pain points.

SaaS Support Email Support Chat Support User Onboarding Technical Troubleshooting UX collaboration

Account Manager

Hyve Group PLC

Jan 2020 - Dec 2020 (11 months)

Managed 60+ B2B client accounts, resolving post-sale support queries and product usage issues. Achieved an 80% client retention rate through fast, empathetic communication and reliable follow-up.

Account Management Post Sales Client Communication Internal Systems

Education

Degrees, certifications, and relevant coursework

Leeds Beckett University

BA (HONS) Business and Management, Business and Management

Grade: 2:1

Completed a Bachelor of Arts with Honors in Business and Management. The dissertation focused on the Psychology of Consumer Behaviour, achieving a 2:1 grade.

Tianjin Normal University

Chinese Studies, Chinese Studies

Undertook studies in Chinese Studies, focusing on language and culture. This period contributed to a deeper understanding of Chinese society.

Goldsmiths College, University of London

Chinese Studies, Chinese Studies

Continued studies in Chinese Studies, further developing language proficiency and cultural knowledge. This program built upon previous academic work in the field.