Open to opportunities

Oshi Abokhai

@oshiabokhai

Message

Result-driven Customer Support Specialist with 7 years of experience.

Zimbabwe

Message

What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for professional growth.

As a Customer Support Specialist with over 7 years of experience in SaaS, B2C, and B2B environments, I pride myself on my ability to enhance customer satisfaction through effective communication and problem-solving. My expertise includes configuring and managing ticketing systems such as Zendesk, Freshdesk, and Intercom, which has allowed me to drive efficiency in CRM tools by establishing ticketing automation.

Throughout my career, I have consistently met and exceeded service-level agreements while maintaining high customer satisfaction scores. My role at Simple involved providing first-level technical support and resolving complex issues by collaborating with cross-functional teams. I have a proven track record of implementing fixes and managing user access, which has significantly improved the customer experience.

I am passionate about continuous improvement and have developed comprehensive knowledge bases that reduce repetitive inquiries and lower ticket volumes. My technical skills, combined with my dedication to customer service, make me a valuable asset to any team.

Experience

Work history, roles, and key accomplishments

Support Specialist

Simple

Sep 2023 - Jan 2024 (4 months)

Provided first-level technical support to end-users, addressing IT-related issues via multiple channels. Handled user subscriptions, refunds, and resolved payment processing issues by analyzing gateway logs.

Zendesk Stripe PayPal Technical Support Problem Solving Customer Service

Customer Support

LemFi

Dec 2022 - Jan 2024 (1 year 1 month)

Liaised with third-party partners to resolve issues, took ownership of customer queries related to payments, and collaborated with engineering teams to ensure timely transaction processing.

Customer Support Payment Processing Communication Technical Troubleshooting Team Collaboration Customer Retention Problem Solving

Support Specialist

Preply

Jun 2023 - Jul 2023 (1 month)

Managed high volumes of customer interactions, exceeding service-level agreements. Provided professional customer service and resolved complex issues through cross-functional collaboration.

Customer Service SLA Management Quality Assurance Cross Functional Collaboration Problem Solving Communication Technical Support

CRM Administrator

FlexiSAF Edusoft Ltd

Oct 2019 - Sep 2022 (2 years 11 months)

Configured multi-channel support in Freshdesk, developed a knowledge base to reduce inquiries, and collaborated with engineering teams to improve workflow automation and ticket tracking.

Freshdesk Workflow Automation API Integration System Administration Reporting Customer Experience

Customer Support

FlexiSAF Edusoft

Nov 2018 - Oct 2019 (11 months)

Managed customer interactions, maintained high CSAT scores, and collaborated with engineering teams to resolve technical issues while gathering user feedback for service improvement.