Open to opportunities

Roselyn Williams

@roselynwilliams

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Customer support specialist driving retention and satisfaction through CRM, empathy, and data-driven insights.

Nigeria

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What I'm looking for

I seek a customer-focused role in fintech or tech where I can use CRM and data to improve retention, mentor teammates, and drive measurable CX improvements.

I am a customer support professional with over four years' experience in fast-paced, customer-centric environments, focused on resolving complex issues and improving retention. I leverage CRM tools, data insights, and product knowledge to reduce churn and boost satisfaction.

At Cardtonic I managed multi-channel interactions, cut response times by 40%, and achieved measurable CSAT improvements while mentoring new hires and contributing to the knowledge base. Previously, I led small teams, handled high call volumes, and consistently exceeded performance targets across educational and tech support roles.

I bring a fintech curiosity and a collaborative ethos, working closely with product and transaction teams to inform improvements and enhance customer experiences. I seek to contribute to teams that prioritize customer success, continuous learning, and measurable impact.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative

Current

The Tonic Technologies

Jun 2023 - Present (2 years 7 months)

Managed inbound/outbound customer interactions across phone, email, and live chat, achieving a 75% CSAT and reducing response time by 40% through CRM-driven workflows; mentored new hires and reduced churn by 20%.

Customer Support Live Chat Escalation Management Mentoring CSAT

Brand Sales/Marketing Executive

Fab Media

Feb 2023 - May 2023 (3 months)

Grew clientele by 30% through targeted outreach and strategic communication, maintained client relationships across channels, and documented insights that supported additional contracts and revenue growth.

Sales Outreach Client Relationship Management Email Communication Market Research Reporting Lead Generation

Tele-Counselor / Customer Success Agent

Loksi-Bluehive Consulting

Jan 2021 - Jan 2022 (1 year)

Delivered high-volume call support (70+ calls/day) with an 80% satisfaction rate, led and trained a 5-member team, and achieved positive resolutions in 90% of objection handling cases.

& Customer Success Team Leadership Objection Handling Documentation Client Onboarding

Customer Support Specialist

Hail Technologies

Jan 2020 - Jan 2021 (1 year)

Resolved technical and service inquiries with a 90% satisfaction rate and collaborated with product teams to provide feedback that informed product improvements.

Technical Support Customer Feedback Collaboration CRM CSAT Troubleshooting

Education

Degrees, certifications, and relevant coursework

Federal Polytechnic Nekede

Higher National Diploma, Mass Communication

2017 - 2019

Completed Higher National Diploma (HND) in Mass Communication with coursework and practical training in media, communication, and related technologies.

Federal Polytechnic Nekede

Ordinary National Diploma, Mass Communication

2013 - 2015

Completed Ordinary National Diploma (OND) in Mass Communication focusing on foundational studies in media, public relations, and communication practices.