Nathaniel Overen
@nathanieloveren
I am a Customer Success professional specializing in onboarding, retention, and technical support.
NigeriaWhat I'm looking for
I am an enthusiastic Customer Success and IT support professional with 4+ years' experience delivering remote customer satisfaction, retention, and onboarding. I work across email, phone and chat to provide solutions-focused support using tools like Zendesk, Salesforce, Freshdesk, Zoho, Notion, Slack and Google Workspace.
I have driven measurable improvements—raising client engagement by 94%, maintaining a 91%+ SLA resolution rate, and achieving a 95% customer response rate while earning multiple “Top Performer” recognitions. I deliver onboarding and training that improves adoption and contribute actionable feedback to product teams for continuous improvement.
I am highly organized, empathetic, and self-motivated, comfortable working independently in remote environments and collaborating cross-functionally to align customer goals with product capabilities. I seek to apply my technical troubleshooting, account management and training skills to increase retention and drive product-led growth.
Experience
Work history, roles, and key accomplishments
Customer Service Representative
ARM Pension Managers
Apr 2022 - Jun 2025 (3 years 2 months)
Served as primary contact for 150+ daily customer interactions across phone, email, chat and social; increased client engagement 94% and maintained 91%+ SLA resolution by delivering proactive support and coordinating cross-functional product feedback.
Customer Support Specialist
Parkway Projects Limited
Jan 2021 - Apr 2022 (1 year 3 months)
Resolved inquiries for 90+ customers daily via phone, email, and chat, achieving a 95% customer response rate and four-time "Top Performer of the Month" recognition; led portal onboarding and strategic business reviews to improve adoption.
Education
Degrees, certifications, and relevant coursework
NNNational Open University of Nigeria
Bachelor of Science, Information Technology
Completed a Bachelor of Science in Information Technology at the National Open University of Nigeria.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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