TTTamunoemi Tomwest
@tamunoemitomwest
Customer support specialist delivering technical SaaS and eCommerce success with high CSAT.
NigeriaWhat I'm looking for
I am a customer-oriented, tech-savvy Customer Support Specialist with over three years of remote experience supporting global users across SaaS, eCommerce, and service platforms. I consistently manage high-volume live chat and ticket pipelines while troubleshooting platform issues and explaining technical concepts clearly to non-technical users.
My hands-on experience includes L1–L2 technical support, customer onboarding, CRM documentation, and escalation handling using tools like Zendesk, Salesforce, and Gorgias. I have driven improvements such as a 40% increase in trial-to-conversion and maintained 95–97% CSAT through empathetic, timely communication.
I thrive in multi-pipeline, asynchronous remote environments, adapt quickly to changing workflows, and prioritize clear documentation and compliance. I hold a B.Sc. in Mass Communication and certifications including Zendesk Agent Training and Data Privacy & Confidentiality.
Experience
Work history, roles, and key accomplishments
Customer Experience Specialist
Affordable Home Solutions / Phoenix Lead Company LLC
Aug 2022 - Nov 2025 (3 years 3 months)
Managed high-volume inbound/outbound interactions under compliance standards, built customer trust, handled objections, and maintained accurate CRM documentation while adapting to changing workflows.
Customer Support Agent
GCS Education
Jul 2022 - Nov 2024 (2 years 4 months)
Primary point of contact for 100+ users weekly via live chat, email, and phone; provided technical platform support and onboarding that improved trial-to-conversion rates by 40% while maintaining 97% CSAT.
Customer Service Agent
Janis Healthcare
Feb 2020 - Jul 2021 (1 year 5 months)
Handled 70+ live chats and 30+ calls daily resolving billing, account, and service issues using Zendesk and Gorgias, achieving 95%+ customer satisfaction.
Education
Degrees, certifications, and relevant coursework
Ignatius Ajuru University of Education
Bachelor of Science, Mass Communication
Completed a Bachelor of Science in Mass Communication, focusing on communications theories and media practices.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
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