Ruth Jessica
@ruthjessica
Customer Support Specialist with 5+ years optimizing CRM-driven, multi-channel support.
NigeriaWhat I'm looking for
I am a detail-oriented and empathetic Customer Support Specialist with over five years' experience supporting customers across e-commerce, fintech, and service industries. I consistently maintain a 95%+ customer satisfaction rate while reducing resolution times through first-contact resolution and proactive communication.
I am proficient with leading CRM and helpdesk tools including Zendesk, Freshdesk, Intercom, HubSpot, and Zoho CRM, and I build knowledge bases and workflows that cut ticket volume and improve self-service. I have delivered measurable improvements—20% faster resolution times—by optimizing processes and collaborating effectively with remote teams using Slack, Zoom, and Microsoft Teams.
I bring strong communication, empathy, and problem-solving skills to roles that require SLA adherence, escalation management, billing and refunds handling, and customer retention. I am passionate about creating lasting customer relationships and supporting business growth in fast-paced, remote environments.
Experience
Work history, roles, and key accomplishments
Customer Support Specialist
Leaps and Bounds Consulting
Jun 2023 - Present (3 years)
Delivered multi-channel support (email, chat, phone) and maintained a 95%+ customer satisfaction rate while reducing resolution times by 20% through first-contact resolution and proactive communication.
Administrative Assistant
ICS Outsourcing Limited
May 2022 - Apr 2023 (11 months)
Managed incoming communications, coordinated logistics and travel bookings, and supported report preparation and budget tracking to ensure smooth daily operations during NYSC placement.
Customer Service Representative
Giro De Vuelta
Jun 2021 - May 2022 (11 months)
Responded to high call volumes, identified customer needs to provide tailored solutions, generated sales leads and upsold services, and maintained accurate CRM records to boost engagement and revenue.
Customer Service Representative
Garment Touch Cleaning Services
May 2015 - Feb 2016 (9 months)
Provided timely phone and email support for product, order, and account inquiries, logged customer feedback, and collaborated with internal teams to improve service delivery.
Education
Degrees, certifications, and relevant coursework
Federal Polytechnic Nekede
Higher National Diploma, Accounting
2019 - 2021
Completed a Higher National Diploma in Accounting with coursework covering accounting principles and financial reporting.
Lagos State Polytechnic Isolo
National Diploma, Accounting
2015 - 2017
Obtained a National Diploma in Accounting focusing on foundational accounting practices and business finance.
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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