Open to opportunities

richard izidor

@richardizidor

I resolve high-volume customer issues using Zendesk and Salesforce while improving retention, resolution times, and satisfaction.

Nigeria

Message

What I'm looking for

I'm looking for a customer support role where I can use Zendesk and Salesforce to improve workflows, resolve complex customer issues, build strong relationships, and contribute to retention and service excellence.

At ConnectHub Digital Services, I resolve 70+ customer inquiries daily across email, chat, and phone, maintaining a 92% first-contact resolution rate and 4.8/5 customer satisfaction score. I manage 1,500+ monthly cases in Salesforce Service Cloud, build dashboards that reduced resolution time by 25%, and turn customer feedback into service improvements that increased retention by 15%.

Previously at MarketPlace Africa, I handled 50–60 Zendesk tickets daily while exceeding 95% SLA compliance and earning a 98% positive post-interaction satisfaction rating. I also improve ticket routing, build knowledge resources, and onboard teammates on Zendesk and Salesforce workflows.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Specialist

Current

ConnectHub Digital Services

Jan 2023 - Present (3 years 8 months)

Resolved an average of 70+ customer inquiries daily across email, chat, and phone using Zendesk, maintaining a 92% first-contact resolution rate and 4.8/5 customer satisfaction score. Managed 1,500+ customer cases per month in Salesforce Service Cloud, building custom dashboards and reports that identified trends and reduced average resolution time by 25%.

Zendesk Salesforce Service Cloud Multichannel Support Dashboarding Reporting Process Improvement Workflow Automation Training Mentorship First Contact Resolutions Customer Retention De escalation Conflict Resolution

Customer Service Representative

MarketPlace Africa

Mar 2021 - Dec 2022 (1 year 9 months)

Handled a high-volume support queue of 50–60 tickets daily in Zendesk while consistently meeting or exceeding 95% SLA compliance for first response and resolution. Maintained accurate and up-to-date customer profiles and interaction histories in Salesforce, enabling seamless team handoffs and personalized service that strengthened loyalty.

Zendesk Salesforce SLA Customer Profiling De escalation Empathy Process Improvement Ticket Categorization