Victory Thompson-Dima
@victorythompson-dima
Customer Support Specialist with 5+ years in Zendesk/Freshdesk multi-channel support, resolving billing and complaints with empathy.
What I'm looking for
I’m a Customer Support Specialist with 5+ years of customer-facing experience supporting customers across phone, email, live chat, and ticketing platforms. I’m known for resolving concerns through clear communication, timely follow-ups, empathetic problem-solving, and organized workflows—especially when handling complaints, de-escalation, refunds, cancellations, and billing disputes. I also focus on SLA awareness, response time management, and maintaining accurate CRM documentation so support stays consistent and trackable.
In my freelance remote role (2025–present), I manage ticket workflows in Zendesk and Freshdesk, build Zendesk workflows with tags and macros, and run structured inbox management using labels, filters, and follow-up tracking. Previously at Dimasfarmgate Enterprise (2021–2024) and Sungas Company Limited (2019–2020), I handled high-volume inquiries, coordinated orders and delivery updates, and supported customer retention through responsive communication and de-escalation—while also improving service clarity through follow-ups and outbound outreach.
Experience
Work history, roles, and key accomplishments
Freelance Customer Support
Freelance
Jan 2025 - Present (1 year 5 months)
Managed support ticket workflows using Zendesk and Freshdesk across live chat, email, and phone, resolving billing disputes, refunds, complaints, cancellations, and account-related concerns. Built Zendesk workflows (tags, macros, documentation) and maintained HubSpot CRM records to keep responses organized and consistent.
Education
Degrees, certifications, and relevant coursework
Kenule Beeson Saro-Wiwa Polytechnic
Higher National Diploma (HND), Microbiology
2021 -
Earned a Higher National Diploma (HND) in Microbiology at Kenule Beeson Saro-Wiwa Polytechnic.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
Skills
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