Open to opportunities

Osarhiemen Jennifer Ediagbonya

@osarhiemenjennifered

I’m a Customer Support Representative with over 10 years of experience delivering fast, professional, and empathetic support across email, chat.

Nigeria

Message

What I'm looking for

I seek a customer-centric role where I can lead support teams, optimize CX processes, and drive measurable improvements in retention and satisfaction while growing into broader customer success or operations leadership.

I am a results-driven Customer Service Executive with over 10 years of experience across telecommunications, SaaS, and corporate environments. I focus on improving customer satisfaction, reducing response times, and driving client retention through data-driven process improvements.

I have led teams and built workflows that measurably improved KPIs — boosting NPS, increasing first-contact resolution, and cutting onboarding time. I routinely use CRM and support platforms such as Zendesk, Gorgias, Freshdesk, and HubSpot to streamline case management and reduce ticket volume.

As a Virtual Executive Assistant, I have managed executive calendars, travel logistics, and communications to increase productivity and reduce administrative costs. I combine hands-on customer support experience with strong organizational skills and proficiency in collaboration tools like Asana, Slack, Trello, and Microsoft Teams.

I bring a track record of delivering measurable results: higher customer satisfaction rates, improved retention, and optimized support operations. I am committed to continuous improvement, team development, and building customer-centric processes that scale.

Experience

Work history, roles, and key accomplishments

Current

Client Communications Specialist

Current

Buybird Acquisition

Jan 2025 - Present (1 year 2 months)

Delivered multi-channel customer support achieving a 98% satisfaction rate, reduced average response time by 35%, and contributed to a 25% increase in client retention through proactive onboarding and engagement.

Customer Service Zendesk Gorgias Freshdesk HubSpot Live Chat Email Support Slack Trello

Current

Senior Customer Care Support Executive

Current

Audax Solution

Jan 2024 - Present (2 years 2 months)

Led a 15-member team to 98% customer satisfaction and increased NPS by 15% in 6 months by implementing ticketing workflows that reduced response times 25% and escalations 20%.

Team Leadership Zendesk Freshdesk Escalation Management CSAT

Customer Care Support

Audax Solution

Feb 2022 - Dec 2023 (1 year 10 months)

Managed CEO calendar and virtual executive tasks increasing productivity 35% and cut administrative costs 20%; resolved 95% of customer inquiries on first contact and reduced email backlog 40%.

Calendar Management Customer Support Remote Coordination Trello Asana Google Workspace

Customer Care Representative

Globacom Limited

Aug 2013 - Jan 2018 (4 years 5 months)

Served as liaison between customers and product teams, increasing product adoption 15% and customer loyalty 20% while training 50+ employees and customers to improve satisfaction by 12%.

Customer Support Product Management Training CSAT Onboarding