TFTech Fan
@techfan
Customer Support Specialist driving global customer experience excellence.
NigeriaWhat I'm looking for
I am a dedicated Customer Support Specialist with over 5 years of experience in delivering exceptional service across various platforms, including social media, live chat, and email. My expertise in CRM systems such as HubSpot, Salesforce, and Freshdesk has enabled me to consistently achieve a customer satisfaction score of over 90%. I thrive in remote work environments, equipped with a reliable workspace and internet connection, allowing me to provide seamless support to clients worldwide.
In my current role at Vetus Legal, I manage multi-channel support for over 1,000 global users each month, achieving a remarkable 92% first-contact resolution rate. My previous experience as an Operations & Customer Service Manager at Merit Home Nigeria allowed me to lead digital service operations, where I successfully reduced client response times by 30% through effective workflow optimization and developed standard operating procedures to ensure consistent SLA compliance.
Experience
Work history, roles, and key accomplishments
Customer Service & Social Media Support Specialist
Vetus Legal
Jan 2024 - Present (1 year 4 months)
Delivered multi-channel support to over 1,000 global users monthly, achieving a 92% first-contact resolution rate. Optimized triage processes using HubSpot and Salesforce while managing customer feedback and escalations across cross-functional teams.
Operations & Customer Service Manager
Merit Home Nigeria
May 2019 - Jan 2024 (4 years 8 months)
Led digital and front-end service operations, achieving over 90% client satisfaction. Reduced client response times by 30% through effective workflow optimization and developed SOPs to ensure consistent SLA compliance.
Customer Service Representative
J.Niel Construction Company
Jan 2016 - May 2019 (3 years 4 months)
Resolved 85% of customer inquiries independently, minimizing escalations. Maintained CRM records to improve service tracking and escalated technical issues when necessary.
Education
Degrees, certifications, and relevant coursework
Iscom University
Bachelor of Science, Human Resources Management
2014 - 2018
Studied Human Resources Management, focusing on the principles and practices of managing human resources in organizations.
Federal Polytechnic Nekede
Diploma, Computer Science
2010 - 2012
Completed a diploma in Computer Science, gaining foundational knowledge in programming, systems analysis, and computer applications.
MBM Computer College
Diploma, Desktop Publishing
2006 - 2008
Acquired skills in Desktop Publishing, focusing on design software and publishing techniques for creating professional documents.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
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